Models of measure of the satisfaction of customers: a study of case with administration students

Abstract

The satisfaction has been explored in intense way in the marketing literature. This study analyzes the satisfaction of students of a university school of showing to the importance and the chance in the research of measurement of the satisfaction of internal customers. Also evaluates the evolution and compares the diverse models used and applied in the Brazilian reality and some international ones. Aspects common of measure of satisfaction of customers and compared the characteristics of these models in to appraise terms, method of collection, used model, measured of evaluation and presented results had been identified. A field analysis was carried through to measure the quality and the conditions of these services, by means of interviews with 166 students of a Brazilian University Center. The study reviews models of research of evaluation of the satisfaction, the instruments of measure of the perceptions, feelings and judgments. The article comments possible directions for the development of new research on satisfaction.