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A growing number of courses have been created lately in higher education in Brazil. This expansion is noticed in private institutions as well as in public ones. The quality of these courses must be maintained to ensure that professionals are prepared for the labour market. The present work aims to identify, through a case study, the factors that contribute so that the student does not abandon the course s/he chose in a public higher education institution, FEA/USP. The students who participated in this study are those who started the courses in Management, Accountancy, Actuarial Science and Economics in 2007. In order to develop this work, some steps were followed: review of relevant literature and development of a model used in the research. A qualitative study was initially carried out with students who abandoned the chosen course. Then a quantitative study was structured to conducted with the students from FEA/USP, and finally, a quantitative analysis was performed using quantitative analysis techniques in order to examine the results obtained. The model chosen to frame this study was the one proposed by Bloemer (1998), which was previously applied to financial institutions. In the present study, the model was used in a higher education institution with constructs of quality, image, satisfaction and loyalty. To assess the relationship among the above-mentioned constructs, structural equations and logistic regression techniques were used. As a result of the analysis, it could be observed that student’s loyalty to the chosen course comes directly from his or her general satisfaction with the course, which is influenced by the course’s perceived quality. It is important to observe that the aspects that most distinguish loyal students from non-loyal ones are satisfaction with professors,, administrative processes and with administration in general.

A qualidade de serviços de ensino superior: o caso de uma instituição de ensino público