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Abstract(s)
Objetivo – O estudo mede e analisa a responsabilidade social universitária (RSU), a qualidade de serviço e a satisfação percebidas por estudantes universitários do Brasil. Metodologia – Estudo empírico de corte transversal com recurso a inquérito por questionário, aplicado presencialmente, pelo qual se obteve uma amostra válida de 568 respondentes. De acordo com um modelo teórico, suportado pela revisão bibliográfica, realizou-se uma pesquisa descritiva e quantitativa confirmatória. As hipóteses foram testadas através de um modelo de equações estruturais. Resultados e conclusões – Comprovaram-se todas as hipóteses propostas e respetivos níveis de associação. Existem fortes coeficientes correlacionais de Pearson entre as variáveis, sendo garantida a validade convergente e discriminante das escalas de medida e adequada qualidade psicométrica. A percepção da RSU e a qualidade de serviço são preditores diretos, em simultâneo, da satisfação do estudante, em 70%. A qualidade de serviço percebida pelo aluno é explicada em 55% pela percepção da RSU. Limitações e implicações – Os poucos estudos homólogos existentes em Brasil, no sector em análise, originou algumas limitações na discussão de resultados. A escolha de um grupo de variáveis como explicativas poderá constituir outra limitação. Os resultados apresentados precisam ser analisados com cuidado perante a utilização de uma amostra não probabilística. A nível de implicações teóricas a RSU é relevante nas instituições de ensino superior (IES), com consequências na satisfação e qualidade de serviço percebida pelo aluno. As implicações práticas do estudo permitem apontar sugestões para os gestores, em como bem gerir a RSU. Originalidade e valor – Este estudo é importante, tanto para IES, como para alunos e a sociedade. Foi analisado um modelo que relaciona o impacto da percepção da RSU sobre a qualidade de serviço e a satisfação do aluno.
Objective - The study measures and analyzes university social responsibility (USR), the quality of service and the satisfaction perceived by students of Brazil. Methodology - A cross-sectional empirical study using a questionnaire survey, applied in person, for which a valid sample of 568 respondents was obtained. According to a theoretical model, supported by the bibliographic review, a descriptive and quantitative confirmatory research was carried out. The hypotheses were tested using a structural equation model. Results and conclusions - All proposed hypotheses and respective levels of association were verified. There are strong Pearson correlation coefficients between the variables, being guaranteed the convergent and discriminant validity of the measurement scales and adequate psychometric quality. The perception of the RSU and the quality of service are direct predictors, at the same time, of student satisfaction, at 70%. The quality of service perceived by the student is explained in 55% by the RSU perception. Limitations and implications - The few homologous studies in Brazil in the sector under analysis have given rise to some limitations in the discussion of results. The choice of a group of variables as explanatory may be another limitation. The presented results need to be carefully analyzed with the use of a non-probabilistic sample. At the level of theoretical implications the RSU is relevant in higher education institutions (HEIs), with consequences on the satisfaction and quality of service perceived by the student. The practical implications of the study allow us to point out suggestions to managers on how to manage MSW. Originality and value - This study is important for both HEI, students and society. It was analyzed a model that relates the impact of RSU perception on the quality of service and student satisfaction.
Objective - The study measures and analyzes university social responsibility (USR), the quality of service and the satisfaction perceived by students of Brazil. Methodology - A cross-sectional empirical study using a questionnaire survey, applied in person, for which a valid sample of 568 respondents was obtained. According to a theoretical model, supported by the bibliographic review, a descriptive and quantitative confirmatory research was carried out. The hypotheses were tested using a structural equation model. Results and conclusions - All proposed hypotheses and respective levels of association were verified. There are strong Pearson correlation coefficients between the variables, being guaranteed the convergent and discriminant validity of the measurement scales and adequate psychometric quality. The perception of the RSU and the quality of service are direct predictors, at the same time, of student satisfaction, at 70%. The quality of service perceived by the student is explained in 55% by the RSU perception. Limitations and implications - The few homologous studies in Brazil in the sector under analysis have given rise to some limitations in the discussion of results. The choice of a group of variables as explanatory may be another limitation. The presented results need to be carefully analyzed with the use of a non-probabilistic sample. At the level of theoretical implications the RSU is relevant in higher education institutions (HEIs), with consequences on the satisfaction and quality of service perceived by the student. The practical implications of the study allow us to point out suggestions to managers on how to manage MSW. Originality and value - This study is important for both HEI, students and society. It was analyzed a model that relates the impact of RSU perception on the quality of service and student satisfaction.
Description
Keywords
Responsabilidade social universitária Qualidadede serviço Satisfação Auno University social responsibility Satisfaction Student Quality of service