25Escala de satisfação com o treinamento -Esast/Telebrás/UnB ESCALA DE SATISFAÇÃO COM O TREINAMENTO -----ESAST/TELEBRÁS/UNBPALAVRAS-CHAVE Avaliação de treinamento, treinamento e desempenho, retroalimentação do processo de treinamento, instrumentos para avaliação de treinamento, satisfação com treinamento. KEY WORDS Training evaluation, training and performance, feedback on the training process,instruments for training evaluation, satisfaction with training. RESUMO Esta pesquisa teve por objetivo construir um instrumento para aferir satisfação com o treinamento a partir de uma teoria previamente elaborada. O instrumento,foi aplicado a uma amostra de 1.200 treinandos com 507 retornos. A análise dos componentes principais mostrou a presença de seis fatores, cinco dos quais com alta consistência interna (alfa de .80). Os fatores são: utilidade do treinamento para a empresa, apoio do gerente versus resistência do gerente ao treinamento, qualidade do curso -atualização do material e competência do instrutor -, aplicação do curso no trabalho, componentes do curso -programa, planejamento e avaliação -e utilidade do treinamento para o empregado versus importância para a empresa. Ficou a recomendação de trabalhar melhor o fator seis para obter maior consistência. Amélia Regina AlvesMestre em Psicologia pela Universidade de Brasília. Luiz Pasquali Doutor em Psicologia pela Université de Louvain (Bélgica). Maria Auxiliadora de Mello Pereira
This paper aims to present and discuss the results of the theoretical revision and measurement strategies of Quality of Experience (QoE) in telecommunication services adopted by The International Telecommunication Union (ITU) and others researchers on the subject; propose conceptual delimitation and measurement of QoE, under the Expectation Disconfirmation Theory that contemplates psychological constructs already established in the literature and by empirical studies; and demonstrate that QoE-related modeling essentially involves psychological constructs and, as such, should be guided by psychological theories consolidated in the literature and be measured by instruments that capture the breadth of these phenomena, constructed and validated by psychometric techniques. Based on the literature review and discussion on theoretical positions, it is concluded that QoE refers to the satisfaction construct. It is a component of the Expectation Disconfirmation Theory; dependent variable within the process in which perceived quality (performance) is moderated by expectation; and a psychological process, as such, must be measured by means of instruments that capture this reality, and by psychological instruments constructed and based on psychometric principles.
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