Jornada do aluno de medicina em uma IES de Goiás: explorando as dimensões da qualidade e satisfação

Abstract

Understanding the customer experience is a fundamental point for the development and management of services in all organizations, and higher education is no different. This case study aims to analyze the journey of a medical student at a higher education institution in Goiás, exploring the dimensions of quality and satisfaction. To carry out the research, extended focus groups were held, in addition to interviews with higher education course coordinators. Through these groups, the experience of academics was evaluated at the different points of contact that are covered during their journey in each of the cycles, seeking to understand how interactions happen, their experiences, perceptions about different aspects, quality of services, and how satisfaction is generated at different moments. As main results, we could observe that in each of the cycles students interact with various points of contact, during these stages, students have the opportunity to add knowledge, increase their experiences, evaluate the level of quality and satisfaction through of the resources offered by the IES, and by the partner institutions to carry out practical activities. With the study, it was possible to identify that academics positively evaluated the experiences during the course, disagreeing about the quality of resources in general, and highlighting aspects that can be developed to add greater satisfaction. Finally, each cycle presents unique aspects regarding quality and satisfaction, since during the journey the student goes through different points of contact as they evolve and go through the basic, clinical and internal cycles.