Which attributes should improve service level? The conceptions of managers and students of a private IES

• Autor(a) principal: Pereira Filho, Evadio
• Data de Publicação: 2017
• Outros Autores: Ribeiro Dantas, Marcel Lima, Pires, Leonardo Doro, Lima, Marivania Gomes da Silva, Costa Neto, João Assunção
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Produção Online
• Texto Completo: https://www.producaoonline.org.br/rpo/article/view/2740
• topic: Expectations. Students. Managers. Service Levels. IES.; Expectativas. Discentes. Gestores. Níveis de Serviço. IES.

This paper presents the results of a research with the students of the course of Administration of a private IES with action in Rio Grande do Norte. Three questions guide the study: a) there is a distinction between the expectations of the students, enrolled in different units, about the services offered? b) The perceptions of managers about student expectations are they in line with the real priorities of the students? c) In which service attributes the managers of each unit need to improve urgently? For this, 69 students and the two course coordinators were interviewed, based on a set of 22 attributes. The results show that there is a moderate similarity between the expectations of the students of Administration enrolled in different units. It is also perceived that, regardless of the teaching unit, the course coordinators do not know the priorities of the students. Insignificant Spearman coefficients confirm this evidence. The two units need to improve, as a matter of urgency, the levels of service in the attributes: theory and practice; individualized attention offered to the students; the understanding of their specific needs and the attendance of the secretarial staff.