Avaliação de serviços de educação superior por discentes : análise e proposta de instrumentos

Abstract

This thesis seeks to propose a student assessment model for Higher Education. It is configured in a theoretical perspective of service evaluation to improve the current higher education evaluation system in Brazil. The argument of this thesis is based on the understanding that a measurement instrument that can capture student satisfaction in a valid and accurate way, combined with its institutionalization in Higher Education, can provide a continuous improvement in its quality, which in turn would lead to a reduction in the percentage of student dropouts. To this end, the following objectives were defined: analyze evaluation in higher education from the perspective of service evaluation; propose a student evaluation instrument for the postgraduate service; propose an upgrade for a student evaluation instrument for the undergraduate service. To this end, chapter 2 of this thesis will consist of an outline of how the higher education evaluation system in Brazil is configured, a discussion of service evaluation theories and a reflection on how the second can help improve the first. Chapter 3 consists of an update of a student evaluation instrument for the undergraduate service. Chapter 4 presents an empirical study with the construction of a student evaluation instrument for the postgraduate service. Finally, the fifth chapter elucidates how these two instruments can be used in an institutionalized way to improve the quality of Higher Education. The expected contribution of this thesis is to import the marketing perspective into the Higher Education evaluation system through the evaluation of services; provide two instruments that managers of these institutions can use to evaluate the quality of their courses from the student's perspective; and, finally, contribute to improving teaching by proposing a system for improving it based on the proposed instruments.