A cultura organizacional e a qualidade da prestação dos serviços educacionais em instituições públicas na cidade de Caldas Novas/GO

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Universidade Federal de Goiás


This study aims to analyze the organizational culture and the quality quality of the provision of educational services in two public institutions in Caldas Novas, Goiás. This of the quantitative research, cross-sectional, exploratory and applied study. The instrument used were IBACO- Brazilian Instrument for the Assessment of Organizational Culture (Ferreira, et. al. 2002) and SERVPERFService Perfomance, applied in two public educational institutions, with groups of parents, students, teachers and managers. Statistical software SPSS version 22 was used to process the data. As a result, in relation to IBACO, we obtained the cooperative professionalism as an organizational value, reaching na average of 4,14 and as an organizational practice external integration with 4,49 in the two institutions. Surveyed, with a total average of 3,44 points determining that all terms in general apply reasonably. Regarding SERVPERF we found a satisfactory quality, however some dimensions need monitoring by management, at the Municipal School they pointed out empathy as the dimension most perceived by the group of teachers reaching the average of 4,52, by the group of parentes and students the average of 4,61, while in the state school it was tangibility with average values between 4,78 and 4,4 among the groups surveyed. The ones that deserve management attention acoording to the there groups surveyed at the Municipal School were the tangibility with na average between 3,98 to 4,07, while in the state school in the group of teachers the item security reached an average of 4,37, while in the group of parentes and students, the trust dimension presented averages of 4,12 in both groups. Indicating the priorities to be worked on by management. We conclude that even though there is no significant difference between the groups surveyed, it is notiveable through the results which dimensions need mora attention by management. Which dimensions are more perceived showing us that in both institutions the groups are satisfied with the quality of services provided.



Cultura organizacional, Qualidade da prestação de serviços, Serviço educacional, Organizational culture, Quality of service provission, Educational service


VELLOZO, S. R. G. A cultura organizacional e a qualidade da prestação dos serviços educacionais em Instituições Públicas na cidade de Caldas Novas/GO. 2021. 106 f. Dissertação (Mestrado em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2021.