Mestrado em Gestão Organizacional - PPGGO

URI Permanente para esta coleção

https://repositorio.ufcat.edu.br/handle/tede/80

Navegar

Navegando Mestrado em Gestão Organizacional - PPGGO por Autor "Barros, Fernanda"

Agora exibindo 1 - 4 de 4
  • Imagem de Miniatura
    Item
    Avaliação da qualidade de serviços educacionais em uma instituição de educação profissional de Catalão/GO
    (Universidade Federal de Goiás, 2020-04-30) Oliveira, Elcimara Rabelo de; Sadoyama, Geraldo; http://lattes.cnpq.br/5245055964402823; Sadoyama, Adriana dos Santos Prado; http://lattes.cnpq.br/7882149675132977; Sadoyama, Adriana dos Santos Prado; Barros, Fernanda; Costa, Elis Regina da
    The growing search for professional qualification has been a way for young people and those with few financial conditions to get a job and remain financially inserted in the Brazilian labor market. Therefore, research on Professional Education broadens the debate on education, since the educational level of the population is essential for the social and economic development of the country. Given this reality, this research intends to evaluate the perceptions and expectations regarding the quality of educational services provided by the Technological Institute of the State of Goiás (ITEGO) - Aguinaldo de Campos Netto, from the city of Catalão-GO, from the perspective of its students and collaborators. Quality control of services is a necessary tool to know whether customers are satisfied or not. The Service Quality Scale Model (SERVQUAL), developed by Parasuraman, Zeithaml and Berry (1988), was applied, data were collected from May to June 2019 and the sample consisted of 154 students and 49 collaborators. The work has an exploratory, descriptive character, of an applied nature and with a quantitative approach. The results obtained show that the expectations of students and employees are higher than their perceptions, which demonstrates dissatisfaction with the services provided by the institution. Regarding the dimensions defined in the SERVQUAL Scale, it was noticed that tangibility and reliability were the dimensions with the worst evaluation among students and collaborators, respectively. Through the quartile test, it was identified the potentialities, weaknesses and critical aspects that can be prioritized in the search for the quality of educational services provided by the institute, being possible also identify the areas that need improvement and, thus, allow a guideline for future institutional planning and subsidies for strategic, tactical and operational decision-making.
  • Imagem de Miniatura
    Item
    Avaliação da qualidade dos serviços prestados em escolas públicas de ensino fundamental II e médio da cidade de Paracatu/MG
    (Universidade Federal de Goiás, 2019-11-27) Gomes, Maria Aparecida da Silva; Sadoyama, Geraldo; http://lattes.cnpq.br/5245055964402823; Sadoyama, Adriana dos Santos Prado; http://lattes.cnpq.br/7882149675132977; Sadoyama, Adriana dos Santos Prado; Barros, Fernanda; Gonçalves, Maria Célia da Silva
    This research is based on the study of the satisfaction of internal and external users of two school institutions, the Cacilda Caetano de Sousa Municipal School and the Altina de Paula Guimarães State School, in relation to the services provided. It is an applied research with quantitative approach, which had its data collected through the users' perspectives regarding their expectations and perceptions of services regarding the five dimensions of quality described in the Servqual instrument model (tangible elements, reliability, promptness, security and empathy). The main objective of this study was to evaluate the quality of services provided at both institutions and to know if there is a significant difference regarding the dimensions between each participant group and between each school. The methodology used for research and data collection was the application of two questionnaires - Servqual model - to each participant, one to evaluate expectations and the other the perceptions regarding the 22 variables distributed in the five quality dimensions; In addition to these 22 questions, some socio-demographic and other questions that assessed other criteria were also applied, including the degree of importance among the dimensions for the services to be provided with quality. For data analysis we used statistical tests as measures of central tendency (average), standard deviation, coefficient of variation, quartiles and Anova. Through the results of these tests the analyzes were made and the degree of satisfaction of the participants was evaluated by calculating the gap (differences between expectation and perception) and the correlations between each result. As a result the systematization is composed of a sequence of results for each dimension that will support those who are interested in identifying the gaps, checking which gaps are having very negative results and in more critical states, and thus, from the results. Each dimension should check why and apply actions to alleviate or even try to close these identified gaps that are interfering with the quality of the services provided
  • Imagem de Miniatura
    Item
    A cultura organizacional e a qualidade da prestação dos serviços educacionais em instituições públicas na cidade de Caldas Novas/GO
    (Universidade Federal de Goiás, 2021-05-27) Vellozo, Sarah Rachel Gonczarowska; Leal, Geraldo Sadoyama; https://orcid.org/0000-0003-3594-4194; http://lattes.cnpq.br/5245055964402823; Sadoyama, Adriana dos Santos Prado; https://orcid.org/0000-0003-4755-2550; http://lattes.cnpq.br/7882149675132977; Sadoyama, Adriana dos Santos Prado; Barros, Fernanda; Costa, Elis Regina da
    This study aims to analyze the organizational culture and the quality quality of the provision of educational services in two public institutions in Caldas Novas, Goiás. This of the quantitative research, cross-sectional, exploratory and applied study. The instrument used were IBACO- Brazilian Instrument for the Assessment of Organizational Culture (Ferreira, et. al. 2002) and SERVPERFService Perfomance, applied in two public educational institutions, with groups of parents, students, teachers and managers. Statistical software SPSS version 22 was used to process the data. As a result, in relation to IBACO, we obtained the cooperative professionalism as an organizational value, reaching na average of 4,14 and as an organizational practice external integration with 4,49 in the two institutions. Surveyed, with a total average of 3,44 points determining that all terms in general apply reasonably. Regarding SERVPERF we found a satisfactory quality, however some dimensions need monitoring by management, at the Municipal School they pointed out empathy as the dimension most perceived by the group of teachers reaching the average of 4,52, by the group of parentes and students the average of 4,61, while in the state school it was tangibility with average values between 4,78 and 4,4 among the groups surveyed. The ones that deserve management attention acoording to the there groups surveyed at the Municipal School were the tangibility with na average between 3,98 to 4,07, while in the state school in the group of teachers the item security reached an average of 4,37, while in the group of parentes and students, the trust dimension presented averages of 4,12 in both groups. Indicating the priorities to be worked on by management. We conclude that even though there is no significant difference between the groups surveyed, it is notiveable through the results which dimensions need mora attention by management. Which dimensions are more perceived showing us that in both institutions the groups are satisfied with the quality of services provided.
  • Imagem de Miniatura
    Item
    Cultura organizacional e cultura de aprendizagem: diagnóstico através de um estudo transversal
    (Universidade Federal de Goiás, 2021-03-04) Lopes, David Victor Novais; Leal, Geraldo Sadoyama; https://orcid.org/0000-0003-3594-4194; http://lattes.cnpq.br/5245055964402823; Sadoyama, Adriana Santos Prado; https://orcid.org/0000-0003-4755-2550; http://lattes.cnpq.br/7882149675132977; Sadoyama, Adriana Santos Prado; Barros, Fernanda; Costa, Elis Regina da
    Organizational culture and learning culture are relevant factors in organizational processes because they understand the understanding of the behavior patterns of the individuals who form it, as well as the way they learn and exchange knowledge. An assertive reading of this scenario directly contributes to the organizations' decision-making. This study aimed to make a diagnosis for learning culture with a focus on institutional practices, individual and leadership and organizational culture, with emphasis on organizational values and practices. This is a descriptive research, for which the instruments QCAO - Assessment of the Culture of Learning in Organizations (MACEDO, 2007) and IBACO - Brazilian Instrument for the Assessment of Organizational Culture (FERREIRA et al., 2002) were applied ), applied to 177 leaders of an organization in the private sector in the states of Minas Gerais and Goiás, Brazil. The research approach is quantitative and, for its data processing, the statistical software SPSS version 22 was used. For its analysis of the QCAO tool, its 03 factors were considered, with a total of 43 questions and for IBACO, 07 factors for analysis, with a total of 35 questions, in its reduced version. As a result, the diagnosis of the learning culture of these leaders shows a balance / proximity between the 03 factors of the tool, with an emphasis on the factor 3 (Strategic use of learning by the leadership) which presented a higher value compared to those of -more, pointing out that these leaders understand that they contribute to and influence the learning of the organization more often than the organization on its platforms and than the individual in their development and learning movements. As for the diagnosis of organizational culture, the leaders of the organization presented practices aimed at external integration, indicating a focus on planning strategies that serve internal and external customers.