O valor para o cliente na educação superior

Abstract

The purpose of this work is to study the value to the customers in higher education, from the point of view of the students, collecting their opinions about value, consequences and attributes about this type of service. Based in the value proposed by Woodruf (1997) and using the means-end chains proposed by Gutman (1982) two models were applied to the students: the Laddering and the Association Pattern Technique (APT). All data was collected in the city of Porto Alegre in two different stages. The first one, the Value Stage (qualitative stage), done with 30 students and the second one, the Amount Stage (quantitative stage), where 294 students were interviewed. The Laddering and the APT data were separately analyzed and both were also compared. The qualitative stage’s results was presented by the creation of a customers’ value hierarchic map. The quantitative stage’s results was presented by the significance of the relations between the Attributes and Consequences, and Consequences and Values identified by APT