Percepção da qualidade da educação de um curso superior do Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro: o emprego da escala SERVQUAL
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Data
2015-10-19
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Universidade Federal de Goiás
Resumo
The development and maturation of organizations in recent decades made the management movement extrapolate the initial business field, the industry, taking it to highlighted position in all sectors. This reality requires that educational institutions act in a market-oriented environment, offering quality services in response to the demands imposed by this competitive, complex and uncertain environment. Quality services generate value and positively impact the success of the institution. Ensuring quality while increasing accessibility through the construction of basic and higher infrastructure corroborates in generation competitive advantage. Thus, it is essential that educational institutions seek quality in its services based on the expectations of its main actors (managers, teachers and students). This research initially sought a review of the concerning literature, quality, service quality, quality of education and the Creation Act of Federal Institutes in order to meet the overall goal of the proposed study on evaluating the perceived quality of educational services specifically provided in a higher education course in the Federal Institute of Education, Science and Technology of Triângulo Mineiro – Campus Paracatu, from the perspective of its main actors, using the Service Quality Scale (SERVQUAL) developed by Parasuraman, Zeithaml and Berry (1988), as a basic tool for analysis. The research is an exploratory study, aiming the descriptive research of applied nature and quantitative approach. Structured questionnaires were applied, adapted from the referred scale, containing multiple choice questions, previously defined by the researchers. The study sought to identify the weaknesses and strengths and the critical aspects that could be prioritized by managers in the quality of services provided.
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Qualidade, Educação, Escala SERVQUAL, Quality, Education, SERVQUAL scale
Citação
ANDRADE, M. S. Percepção da qualidade da educação de um curso superior do Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro: o emprego da escala SERVQUAL. 2015. 132 f. Dissertação (Mestrado Profissional em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2015.