Análise da qualidade de serviços educacionais do curso de Administração de uma instituição de ensino superior privada: aplicação da escala Servqual
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Data
2017-03-28
Autores
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Universidade Federal de Goiás
Resumo
Brazilian higher education, particularly the private sector, in face of the competitive market
requires reformulations and adjustments for its survival in order to improve the quality of services
provided to the academic community. The general objective of this research is to analyze and
investigate the quality of educational services in a Private Higher Education Institution, from the
point of view of the students, teachers and managers of the undergraduate institution in
Administration. The methodology used for the elaboration of this research is a descriptive research,
of an applied nature, through a survey of the type survey, based on a cross section with quantitative
variables on the subjects involved and the data to be collected loco in the Institution through
questionnaires with 22 variables within the five dimensions studied: tangibility, reliability,
promptness, security and empathy, measuring the difference between expectations and
performance of actions. In order to deepen the research lines, a tool was used to evaluate the
perception and expectation of groups of individuals about quality, the Servqual, adapted to the
educational services. First step was to the application of the expectation and perception
questionnaires to verify how the individuals involved in the research see the quality of the
educational services offered by the higher education institution. The second step was to tabulate
the data collected with the help of Excel 2010 program from Microsoft and SPSS 20.0 from IBM
to describe the data. Third step is the comparison of the data to verify the hypotheses raised if the
students, teachers and managers of the undergraduate degree in Administration have the same
perception of the quality of the educational services provided by the Catalan Higher Education
Center. The results were the divergence of opinions for the gaps between the groups studied,
teachers and managers for the five dimensions evaluated. The proposed research aims to contribute
to the improvement of the educational services offered by the Institution of Higher Education for
its representativeness in the region, as well as to direct managers to better understand the
individuals involved in their organizational structure.
Descrição
Palavras-chave
Qualidade, Gestão, Educação, Quality, Management, Education
Citação
MÁZARO, André Luís. Análise da qualidade de serviços educacionais do curso de Administração de uma instituição de ensino superior privada: aplicação da escala Servqual. 2017. 102 f. Dissertação (Mestrado em Gestão Organizacional) - Universidade Federal de Goiás, Catalão, 2017.