Avaliação da qualidade dos serviços educacionais na perspectiva da comunidade acadêmica de um Instituto Federal: o emprego da escala Servqual
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Data
2017-04-10
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Universidade Federal de Goiás
Resumo
Offering high quality educational services has figured on the agenda of the main institutions involved in public education in the country. Many Public Educacional Institutions have included the search for quality in their objectives and proposals. This research sought to evaluate the quality of Educational services in Technical courses provided by a Brazilian Institute of Science and Technology Education. Aiming to identify attributes and dimensions that the institution must prioritize in order to raise quality.In order to be effective, initially sought a review of the pertinent literature on quality, quality of services, quality in education, chronology of Technical Education in Brazil and the Federal Institutes' Creation Law.With the purpose of meeting the general objective of the proposed study, regarding the evaluation of the quality of the educational services provided, specifically in courses of Technical Professional Education of Medium Level, from the perspective of students, teachers and managers. Using the Service Quality Scale (SERVQUAL) developed by Parasuraman, Zeithaml e Berry (1988) as a basic tool for analysis. This paper has an exploratory character, aiming the descriptive research, applied nature and with quantitative approach. We applied structured questionnaires, adapted from the scale, with closed questions, previously defined by the researchers.A probabilistic sample representative of the actors involved in theTechnical Courses ofall Campi of a Brazilian Federal Institute of Science and Technology Education was used.It is hoped that the results obtained could serve as a significant indicator for the managers of the Federal Institutes, since it sought to identify the weaknesses, potentialities and critical aspects that could be prioritized in the search for the quality of the services provided at this level of education, offering a tool choice of identifying areas lacking in improvement, thus enabling an orientation for institutional planning, providing support for decision making. It is hoped to contribute to the development of a system of evaluation of the quality of Technical Professional Education of Medium Level, since this level of education does not have a consolidated system of quality evaluation by the competent bodies.
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Qualidade na educação, SERVQUAL, Educação profissional e tecnológica, Quality in Education, SERVQUAL, Professional and technological education
Citação
GALVÃO, Laila. Avaliação da qualidade dos serviços educacionais na perspectiva da comunidade acadêmica de um Instituto Federal: o emprego da escala Servqual. 2017. 105 f. Dissertação (Mestrado em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2017.