Avaliação da satisfação dos estudantes com a plataforma electrónica da DTEF para pedidos de financiamento no Botswana utilizando o modelo RATER.
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Resumo
O Departamento de Financiamento do Ensino Superior (DTEF), uma entidade semipública parcialmente estatal do Botswana, financia o ensino superior através da sua plataforma de serviços eletrónicos, que facilita a interação direta entre candidatos e estudantes. Lançada como parte da visão do governo de estabelecer uma economia baseada no conhecimento até 2036, a implementação da plataforma foi acelerada pelo impulso dado pela pandemia de COVID-19 à transformação digital dos serviços públicos. Este estudo teve como objetivo avaliar a eficácia da plataforma de serviços eletrónicos do DTEF na melhoria da satisfação dos alunos. Empregando uma abordagem positivista e um desenho de investigação quantitativa, os dados foram recolhidos através de questionários estruturados aplicados a 225 estudantes do primeiro ano da Universidade BA ISAGO, Campus de Gaborone. As análises estatísticas, incluindo medidas de tendência central, regressão e correlação, foram realizadas utilizando o SPSS versão 21. Os resultados indicaram uma fraca correlação positiva entre a segurança, a fiabilidade e a tangibilidade e a satisfação dos alunos, enquanto a capacidade de resposta e a empatia mostraram um impacto positivo mais forte. O estudo recomenda que a DTEF priorize melhorias na segurança, fiabilidade e aspetos tangíveis para aumentar a satisfação global. Conclui que a melhoria contínua em todas as dimensões da qualidade do serviço é essencial e incentiva a investigação adicional para identificar áreas específicas para o desenvolvimento da plataforma.
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