Distance Education on the Stakeholders’ Perspectives: Students’ Perceptions of Quality, Loyalty and Satisfaction

Título: Distance Education on the Stakeholders’ Perspectives:

Subtítulo: Students’ Perceptions of Quality, Loyalty and Satisfaction

Autores: Mantovani, D. M. N.; Gouvêa, M. A.

Resumo: A case study was conducted considering Open University of Brazil Public Management undergraduate course. A survey was conducted in order to acquire students’ perceptions of course quality, image, satisfaction and loyalty. Ten universities member of the Open University participated of the study, which totalizes 593 students. Students presented favorable perceptions of course quality, satisfaction, image, loyalty and institutional support. There is significant relationship between perceived quality and student satisfaction, as well as satisfaction and quality, directly and indirectly, influence student loyalty. Finally, image regarding the Open University influences course perceived quality. In general, results were positive; considered constructs showed satisfactory results, reinforcing importance of the study of Distance Education under business perspective in order to identify weaknesses and strengths and to conduct modifications on course strategies and policies.

Data de publicação: 2013

Periódico/Editora: Livro, Saarbrücken: LAP Lambert Academic Publishing, Alemanha, ISBN 978-3-659-42709-1

Edição: 1. ed., v. 1, 376p

Palavras-chave: distance education, servisse quality, loyalty