Avaliação da qualidade de serviços educacionais em uma instituição de educação profissional de Catalão/GO
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Data
2020-04-30
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Universidade Federal de Goiás
Resumo
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.
Descrição
Palavras-chave
Educação profissional, SERVQUAL, Serviços educacionais, Expectativas e percepções, Professional education, Educational services, Expectations and perceptions
Citação
OLIVEIRA, E. R. Avaliação da qualidade de serviços educacionais em uma instituição de educação profissional de Catalão/GO. 2020. 90 f. Dissertação (Mestrado em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2020.