Percepção da qualidade na educação na perspectiva de três escolas particulares da cidade de Catalão (GO)

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Universidade Federal de Goiás


With the school's expansion in the Brazilian scenario, there was a greater competitiveness in the educational market, thus, the need of the school to seek a competitive edge to stand out among the others. However, it is necessary to understand if these actions are not directed only to the market vision , but whether they are meeting all aspects necessary for the provision of quality services in the education sector, and has the quality concepts as essential to the effectiveness of their services. It is understood that to meet these aspects , it is necessary that the school is known from the vision of its principal actors in the case , managers , teachers and students , because by understanding the design values that these individuals have in relation the quality of services provided by the school, providing an efficient service will be possible. This study is a descriptive research with quantitative variables , considering that the search will be formal and structured , based on representative analysis and data are subject to quantitative analysis. Understanding that the product offered by the school falls as a service to measure quality , we used the model of Service Quality Scale ( SERVQUAL ) . To collect data , structured , tailored questionnaires that scale were applied , with closed questions and pre- defined by the researchers. In data analysis , a comparison was made between the vision of the three main actors in each of the three schools , students , teachers and administrators . In order to analyze the expectations and perceptions of these actors on the quality of educational services provided by these schools, hypotheses were raised , and the hypothesis was confirmed that the three actors partially have the same expectation and perception of the services provided by schools . It is understood that by this information, schools seek to align the expectations and perceptions of their key players , the school's actions , reaching then the effectiveness of quality in the provision of their services.



Qualidade, Educação básica, Servqual, Quality, Basic education, Servqual


CASTRO, M. H. Percepção da qualidade na educação na perspectiva de três escolas particulares da cidade de Catalão (GO). 2015. 99 f. Dissertação (Mestrado Profissional em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2015.