Avaliação da qualidade dos serviços prestados em escolas públicas de ensino fundamental II e médio da cidade de Paracatu/MG
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Data
2019-11-27
Autores
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Universidade Federal de Goiás
Resumo
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
Descrição
Palavras-chave
Qualidade, Satisfação, Serviços prestados, Instituição de ensino, Servqual, Quality, Satisfaction, Services provided, Educational institution, Servqual
Citação
GOMES, M. A. S. Avaliação da qualidade dos serviços prestados em escolas públicas de ensino fundamental II e médio da cidade de Paracatu/MG. 2019. 136 f. Dissertação (Mestrado em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2019.