Responsabilidade social da universidade, satisfação, qualidade de serviços e ODS 2030: perceção dos estudantes do Ensino Superior
Data
2022-06-30
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Enquadramento: As Instituições de Ensino Superior (IES) apresentam um papel fulcral na sociedade. Compreender as perceções, expectativas e motivações dos estudantes do Ensino Superior (ES) sobre a Responsabilidade Social Universitária (RSU) e os Objetivos de Desenvolvimento Sustentável (ODS) 2030, com a análise do seu impacto na qualidade de serviço e satisfação, é uma importante ferramenta que permite verificar o sucesso das estratégias e programas implementados.
Objetivo: Este estudo teve como objetivo identificar e comparar os fatores que definem as perceções dos estudantes da Universidade de Trás-os-Montes e Alto Douro (UTAD) sobre a RSU e os ODS, permitindo analisar o seu impacto sobre a qualidade de serviço e a satisfação percebidas.
Metodologia: Foi aplicado um questionário com escalas validadas aos estudantes da UTAD, confrontando-se as suas perceções com o intuito de se atestar que as universidades responsáveis e sustentáveis conduzem à qualidade de serviços e à satisfação percebidas pelos estudantes.
Resultados: Perante 623 questionários completos e válidos, foi utilizado o Modelo de Equações Estruturais para testar o modelo de investigação proposto. Os resultados validam o modelo explicativo da RSU e a sua influência na qualidade de serviço e na satisfação dos estudantes, contribuindo para a consecução dos ODS 2030 e, assim, para uma instituição socialmente responsável e sustentável. A presente investigação corrobora que uma estratégia centrada na educação teórica e prática em desenvolvimento sustentável, influencia positivamente a perceção dos estudantes como antecedente da qualidade de serviço e da satisfação.
Implicações teóricas/práticas: Este estudo oferece uma ferramenta estratégica para as IES realizarem um diagnóstico sobre as suas políticas no respeitante às práticas de responsabilidade social como antecedente da qualidade de serviços e da satisfação, através da perceção dos estudantes, e em como estes pontos impactam nos contributos das IES para a consecução dos ODS 2030.
Originalidade: Como fator diferenciador incluiu-se o estudo da perceção sobre os ODS de modo a promover a implementação dos critérios de sustentabilidade e assim estimular uma gestão mais eficaz da RSU.
Framework: Higher Education Institutions (HEIs) play a central role in society. Understanding the perceptions, expectations and motivations of Higher Education (HEI) students about University Social Responsibility (USR) and the Sustainable Development Goals (SDGs) 2030, with the analysis of their impact on service quality and satisfaction, is an important tool that allows verifying the success of the implemented strategies and programs. Objective: This study aimed to identify and compare the factors that define the perceptions of students at the University of Trás-os-Montes e Alto Douro (UTAD) about the USR and the SDGs, allowing for an analysis of their impact on perceived service quality and satisfaction. Methodology: A questionnaire with validated scales was applied to UTAD students, confronting their perceptions in order to attest that responsible and sustainable universities lead to quality of service and satisfaction perceived by students. Results: In view of 623 complete and valid questionnaires, the Structural Equations Model was used to test the proposed investigation model. The results validate the RSU explanatory model and its influence on the quality of service and student satisfaction, contributing to the achievement of the 2030 SDGs and thus to a socially responsible and sustainable institution. The present investigation confirms that a strategy focused on theoretical and practical education in sustainable development, positively influences the students' perception as an antecedent of service quality and satisfaction. Theoretical/practical implications: This study offers a strategic tool for HEIs to carry out a diagnosis of their policies regarding social responsibility practices as an antecedent of service quality and satisfaction, through the perception of students, and in how these points impact on HEIs contributions to the achievement of the SDGs 2030. Originality: As a differentiating factor, the study of the perception of the SDGs was included in order to promote the implementation of sustainability criteria and thus stimulate a more effective management of USR.
Framework: Higher Education Institutions (HEIs) play a central role in society. Understanding the perceptions, expectations and motivations of Higher Education (HEI) students about University Social Responsibility (USR) and the Sustainable Development Goals (SDGs) 2030, with the analysis of their impact on service quality and satisfaction, is an important tool that allows verifying the success of the implemented strategies and programs. Objective: This study aimed to identify and compare the factors that define the perceptions of students at the University of Trás-os-Montes e Alto Douro (UTAD) about the USR and the SDGs, allowing for an analysis of their impact on perceived service quality and satisfaction. Methodology: A questionnaire with validated scales was applied to UTAD students, confronting their perceptions in order to attest that responsible and sustainable universities lead to quality of service and satisfaction perceived by students. Results: In view of 623 complete and valid questionnaires, the Structural Equations Model was used to test the proposed investigation model. The results validate the RSU explanatory model and its influence on the quality of service and student satisfaction, contributing to the achievement of the 2030 SDGs and thus to a socially responsible and sustainable institution. The present investigation confirms that a strategy focused on theoretical and practical education in sustainable development, positively influences the students' perception as an antecedent of service quality and satisfaction. Theoretical/practical implications: This study offers a strategic tool for HEIs to carry out a diagnosis of their policies regarding social responsibility practices as an antecedent of service quality and satisfaction, through the perception of students, and in how these points impact on HEIs contributions to the achievement of the SDGs 2030. Originality: As a differentiating factor, the study of the perception of the SDGs was included in order to promote the implementation of sustainability criteria and thus stimulate a more effective management of USR.
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Dissertação de Mestrado em Gestão
Palavras-chave
Responsabilidade Social Universitária , Objetivos de Desenvolvimento Sustentável 2030