Fatores que influenciam a satisfação do aluno no programa de educação farmacêutica: um estudo de caso em universidades privadas no Vietnã
Palavras-chave:Qualidade do serviço, Ensino superior, Medição de desempenho (qualidade), Farmácia
Na Revolução Industrial 4.0 (RI 4.0), o papel do ensino superior (ES) permanece crucial para o desenvolvimento de recursos humanos altamente qualificados no setor de multisserviços. De fato, a qualidade da educação farmacêutica no ensino superior é significativa para a construção de uma força de trabalho de qualidade nos setores de serviços de saúde. Além disso, o mercado de educação cada vez mais global exigia o aumento contínuo da qualidade do ensino superior. Este estudo investiga os fatores que impulsionam a satisfação dos alunos no ensino de Farmácia em universidades privadas no Vietnã. Tanto a abordagem qualitativa quanto a quantitativa são utilizadas neste estudo. Para pesquisas quantitativas, o questionário pesquisado é desenvolvido e é o principal instrumento. Além disso, grupos focais, entrevistas semiestruturadas em profundidade com especialistas e meta-análises são instrumentos aplicados para a pesquisa qualitativa. A amostra é de 265 alunos de 3 universidades privadas. Os fatores que impulsionam a satisfação do aluno são (1) Programa educacional, (2) Reputação universitária, (3) Interação nos negócios, (4) Atividades extracurriculares e (5) Atividades de facilitadores de ensino. Eventualmente, os autores propõem as sugestões para perspectivas acadêmicas e práticas; simultaneamente, a limitação é discutida para pesquisas futuras.
ABDULLAH, F. The development of HEdPERF: a new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, v. 30, n. 6, p. 569-581, 2006a.
ABDULLAH, F. Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 2v. 4, n. 1, p. 31-47, 2006b.
ABUSHAM, A. A.; AL-HARTHY, N. A. Omani Students Involvement in Evaluating Their Pharmacy Program. International Journal of Clinical Pharmacology & Pharmacotherapy, v. 3, n. 136, p. 1-5, 2018.
AGA, M.; SAFAKLİ, O. V. An empirical ınvestigation of service quality and customer satisfaction in professional accounting firms: evidence from north cyprus. Problems and Perspectives in Management, v. 5, n. 3, p. 84-98, 2007.
ANDERSON S. The state of the world's pharmacy: a portrait of the pharmacy profession. Journal of İnterprofessional Care, v. 16, n. 4, p. 391–404, 2002.
BAKOBAN, R. A.; ALJARALLAH, S. A. Extracurricular activities and their effect on the student's grade point average: statistical study. Educational Research and Reviews, v. 10, n. 20, p. 2737-2744, 2015.
BASHETİ, I. A. et al. Pharmacists' readiness to deal with the coronavirus pandemic: assessing awareness and perception of roles. Research in Social and Administrative Pharmacy, v. 17, n. 3, p. 514-522, 2021.
BOGUE, E. G. Quality assurance in higher education: the evolution of systems and design ıdeals. New Directions for Institutional Research, v. 25, n. 3, p. 7-18, 1998.
BOGUE, E. G.; SAUNDERS, R. L. The evidence for quality. San Francisco: Jossey-Bass Inc., 1992
BRADY, K. M.; ROBERTSON, J. C. Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business Research, v. 51, n. 1, p. 53-60, 2001.
BROWN, A. L. Design experiments: theoretical and methodological challenges in creating complex ınterventions in classroom settings. Journal of the Learning Sciences, v. 2, n. 2, p. 141-178, 1992.
BRUBACHER, J. S. On the philosophy of higher education, San Francisco: Jossey-Bass, 1982.
BUSHELL, M. et al. Evaluation of vaccination training in pharmacy curriculum: preparing students for workforce needs. Pharmacy, v. 8, n. 3, p. 151, 2020.
CHEN, P. Y.; CUONG, B. M. An evaluation of student satisfaction of the joint master programs at Foreign Trade University in Vietnam. Journal of International Economics and Management, v. 20, n. 2, p. 75-88, 2020.
CHINH, N. D. Research and development of a set of criteria for evaluating education quality for Vietnamese UNIVERSITIES. In: CONFERENCE OF QUALITY ASSURANCE IN TRAINING IN VIETNAM, 2000, Da Lat. Proceedings […]. Da Lat, Vietnam, 2000.
CHUA, C. Perception of quality in higher education. In: AUSTRALİAN UNİVERSİTİES QUALİTY FORUM, 2004, Adelaide. Proceedings […]. Adelaide, Australia, 2004.
CRONİN, J. J.; TAYLOR, S. A. Measuring service quality: A re-examination and extension. Journal of Marketing, v. 56, n. 3, p. 55-68, 1992.
DE RUYTER K. et al. Carry-over effects in the formation of satisfaction: the role of value in a hotel service delivery process In: SWARTZ, T. A.; BOWEN, D. E.; IACOBUCCİ, D. (Eds.). Advances in services marketing and management. Greenwich, CT: JAI, 1992. v. 6, p. 61-78.
Dİ GREGORİO, L.; BEATON, F. Blogs in the modern foreign languages curriculum. A case study on the use of blogging as a pedagogic tool and a mode of assessment for modern foreign languages students. Higher Education Pedagogies, v. 4, n. 1, p. 406–421.
DJAFRİ, F.; MEGUELLATİ, A.; OMAR, K. The impact of service quality, student satisfaction, and university reputation on student loyalty: a case study of international students in IIUM, Malaysia. Information Management and Business Review, v. 5, n. 2, p. 584-590, 2013.
DOAN, T. T. T. The Effect of Service Quality on Student Loyalty and Student Satisfaction: An Empirical Study of Universities in Vietnam. The Journal of Asian Finance, Economics and Business, v. 8, n. 8, p. 251-258, 2021.
GİAO, H. N. K.; LİEN, T. P. L. Factors affecting the quality of English education at the Center for Foreign Languages and Informatics, Banking University of Ho Chi Minh City. Industry and Trade, v. 7, p. 182-189, 2021.
GREEN, D. What ıs quality in higher education? Taylor & Francis, 1994.
HARVEY, L.; GREEN, D. Defining quality. Assessment & Evaluation in Higher Education, v. 18, n. 1, p. 9-34, 1993.
KAMVOUNİAS, P. Student as a customer and higher education as an industry: a review of the literature and the legal implications. Academy of Education Leadership Journal, v. 3, n. 1, p. 32-40, 1999.
KHALİD, S. M.; ALİ, K. A. M.; MAKHBUL, Z. K. B. M. Assessing the effect of higher education service quality on job satisfaction among lecturers in premier polytechnics using HEDPERF model. LogForum, v. 15, n. 3, 2019.
KİEN, T. X. Evaluation of students' satisfaction toward education quality at Economic and Business Administration College: Thai Nguyen University. 2009. Thesis (Master in Education Management) – Institute of Education Quality Assurance, Hanoi National University, 2009.
KİLOVA, K. The Quality of the university education in bulgaria in the case of competition and dynamically developing educational system. In: IDİN, S. (Ed.). Research Highlights in Education and Science. 2020. p. 40-52.
KİRMİZİ, Ö. The influence of learner readiness on student satisfaction and academic achievement in an online program at higher education. Turkish Online Journal of Educational Technology-TOJET, v. 14, n. 1, p. 133-142, 2015.
KOTLER, P. Marketing Management Millennium Edition. New Jersey: Prentice-Hall, 2001.
LE, T. L. G. Structure of student satisfaction with higher education activities. 2015. Dissertation (Doctoral) – Ha Noi National University, Vietnam, 2015.
LEE, K. Rethinking the accessibility of online higher education: a historical review. The Internet and Higher Education, v. 33, p. 15-23, 2017.
LETCHER, D. W.; NEVES, J. S. Determinants of undergraduate business student satisfaction. Research in Higher Education Journal, v. 6, p. 1-26, 2010.
LİEN, P. T. Service quality and student satisfaction The case of University of Economics, Vietnam National University, Hanoi. VNU Journal of Science: Economics and Business, v. 32, n. 4, p. 81-89, 2016.
LONG, N. T. Using the multi-direction SERVPERF scale to measure the training quality through the evaluation of students at An Giang University. An Giang University Journal of Science, v. 27, ´p. 19-23, 2006.
LUONG, L. P. Using the SERVPERF scale model to study student satisfaction in teaching-learning. Nha Trang University, Khanh Hoa, Vietnam, 2011.
MALCOLM, F. Quality in higher education: an ınternational perspective. In: GREEN, D. (Ed.). What is quality in higher education? London: Society for research into higher education, 1994. p. 101-111.
MYLREA, M. F.; GUPTA, T. S.; GLASS, B. D. Design and evaluation of a professional identity development program for pharmacy students. American Journal of Pharmaceutical Education, v. 83, n. 6, p. 1320-1327, 2019.
NECHEUKHINA, N. S. et al. Modern approaches to the educational process aimed at improving the quality of highly qualified personnel training. In: FORUM STRATEGIC PARTNERSHIP OF UNIVERSITIES AND ENTERPRISES OF HI-TECH BRANCHES, 6., 2017. Proceedings […]. SPUE, 2017. p. 192-195. DOI: https://doi.org/10.1109/IVForum.2017.8246089
NGOC, L. D. Building a culture of quality: Creating internal resources for training institutions to meet the requirements of the quality era. Center for Accreditation, Measurement and Evaluation of Education Quality (CAMEEQ), Hanoi, 2008.
NGUYEN, H. T. T.; DİNH, D. X.; NGUYEN, V. M. Knowledge, attitude and practices of community pharmacists regarding COVID-19: A paper-based survey in Vietnam. PloS One, v. 16, n. 7, e0255420, 2021.
OSMAN, A. R.; SAPUTRA, R. S. A pragmatic model of student satisfaction: a viewpoint of private higher education. Quality Assurance in Education, v. 27, n. 2, p. 142-165, 2019.
PARASURAMAN, A.; ZEİTHAML, V. A.; BERRY, L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, v. 64, n. 1, p. 12-40, 1988.
PHAM, L. et al. Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, v. 16, n. 1, p. 1-26, 2019.
SAVAGE, N.; BİRCH, R.; NOUSSİ, E. Motivation of engineering students in higher education. Engineering Education, v. 6, n. 2, p. 39-46, 2011.
SNIPES, R. L.; THOMSON, N. An empirical study of the factors underlying student service quality perceptions in higher education. Academy of Educational Leadership Journal, v. 3, n. 1, p. 39-57, 1999.
TANDİLASHVİLİ, N. Factors influencing student satisfaction in higher education. The case of a Georgian state university. In: INTERNATİONAL RAIS CONFERENCE ON SOCİAL, 13., 2019. Proceedings [...]. 2019.
TESSEMA, M. T.; READY, K.; YU, W. Factors affecting college students' satisfaction with major curriculum: Evidence from nine years of data. International Journal of Humanities and Social Science, v. 2, n. 2, p. 34-44, 2012.
TRAN, V. D.; LEWİS, R. The Effects of Jigsaw Learning on Students' Attitudes in a Vietnamese Higher Education Classroom. International Journal of Higher Education, v. 1, n. 2, p. 9-20, 2012.
TRUONG, H. V.; PHAM, C. H.; VO, N. H. Service Quality and Student Satisfaction in Private Colleges in Vietnam. International Journal of Financial Research, v. 7, n. 3, 2016.
TSE, D. K.; WİLTON, P. C. Models of Consumer Satisfaction Formation An Extension. Journal of Marketing Research, v. 25, n. 2, p. 204-212, 1988.
TURNER, D. A. Quality in higher education. Springer Science & Business Media, 2012. v. 10.
VİET, V. V. Factors affecting satisfaction with education service quality: A study from alumni of Nong Lam University in Ho Chi Minh City. Ho Chi Minh City University of Education Journal of Science, v. 14, n. 4, p. 171, 2017.
VO, T. H. et al. Pharmacy education in Vietnam. American Journal of Pharmaceutical Education, v. 77, n. 6, p. 114, 2013.
WANG, D.; SUN, Y.; JIANG, T. The Assessment of Higher Education Quality from the Perspective of Students through a Case Study Analysis. Frontiers of Education in China, v. 13, n. 2, p. 267-287, 2018.
ZEİTHAML, V. A.; BİTNER, M. J. Services Marketing: Integrating Customer Focus across the Firm. Irwin McGraw-Hill, 2000.
ZENG, X.; WANG, T. College Student Satisfaction with Online Learning during COVID-19: A review and implications. International Journal of Multidisciplinary Perspectives in Higher Education, v. 6, n. 1, p. 182-195, 2021.
Copyright (c) 2021 Revista on line de Política e Gestão Educacional
Este trabalho está licenciado sob uma licença Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.Manuscritos aceitos e publicados são de propriedade da Revista on line de Política e Gestão Educacional. É vedada a submissão integral ou parcial do manuscrito a qualquer outro periódico. A responsabilidade do conteúdo dos artigos é exclusiva dos autores. É vedada a tradução para outro idioma sem a autorização escrita do Editor ouvida a Comissão Editorial Científica.