Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional do FGV (FGV Repositório Digital) |
Texto Completo: | http://hdl.handle.net/10438/13716 |
Resumo: | This study aims at evaluating the perception towards the quality of services offered by private high schools in Brazil. For this purpose, field research was conducted at four different schools: two in Rio de Janeiro, one in Belo Horizonte and one in the countryside of Minas Gerais. Such research was conducted by using an instrument known a SERVQUAL, a framework developed for assessing service quality. Target audience were 1st and 2nd year high school students and the research was carried out at the schools. 44 items were evaluated, 22 being related to students’ expectations towards the services which should be offered by the school. The other 22 items evaluated students’ perception towards the actual service offered by the school. By analyzing the results it was possible to measure the difference between the service the students expected from the schools and the one actually offered by the schools. Results show great opportunities for improvement in the services and also contribute to a better and wider understanding concerning basic education service quality. |
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Ramos, Bruno de SouzaEscolas::EBAPEIrigaray, Hélio ArthurPinheiro, João Luís AlvesZanini, Marco Túlio Fundão2015-05-21T18:36:23Z2015-05-21T18:36:23Z2015-02-23RAMOS, Bruno de Souza. Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2015.http://hdl.handle.net/10438/13716This study aims at evaluating the perception towards the quality of services offered by private high schools in Brazil. For this purpose, field research was conducted at four different schools: two in Rio de Janeiro, one in Belo Horizonte and one in the countryside of Minas Gerais. Such research was conducted by using an instrument known a SERVQUAL, a framework developed for assessing service quality. Target audience were 1st and 2nd year high school students and the research was carried out at the schools. 44 items were evaluated, 22 being related to students’ expectations towards the services which should be offered by the school. The other 22 items evaluated students’ perception towards the actual service offered by the school. By analyzing the results it was possible to measure the difference between the service the students expected from the schools and the one actually offered by the schools. Results show great opportunities for improvement in the services and also contribute to a better and wider understanding concerning basic education service quality.O objetivo deste trabalho é avaliar a percepção de qualidade dos serviços prestados por escolas de ensino médio privado no Brasil. Para isso, foi realizada uma pesquisa de campo com 500 respondentes de quatro diferentes escolas, onde duas são do Rio de Janeiro, uma de Belo Horizonte e outra do interior de Minas Gerais. Essa pesquisa foi realizada através de um instrumento validado e conhecido como escala SERVQUAL, que é uma escala de avaliação da qualidade em serviços. O público alvo da pesquisa foram alunos da 1ª e 2ª série do ensino médio e as pesquisas foram realizadas na própria escola. Nesta pesquisa foram avaliados 44 itens, onde 22 deles estavam relacionados as expectativas que esses alunos possuem sobre o serviço que deve ser prestado por uma escola. Já os outros 22 itens avaliaram a percepção desses alunos diante do serviço prestado pela sua escola. Através dos resultados coletados, foi possível medir a diferença entre o que os alunos esperam das escolas e qual serviço está sendo oferecido pelas escolas. Os resultados encontrados demonstram grandes oportunidades de melhoria na qualidade dos serviços prestados e contribuem para um entendimento maior do assunto qualidade em serviços na área de educação básica.porPercepção de qualidade das escolas do ponto de vista de alunos do ensino médioinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisAdministração de empresasServiços ao clienteGestão da qualidade total na educaçãoControle de qualidade - AvaliaçãoMarketing de serviçosreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessORIGINALTese - FGV - Versão Final Biblioteca - Bruno Ramos.pdfTese - FGV - Versão Final Biblioteca - Bruno Ramos.pdfPDFapplication/pdf4711346https://repositorio.fgv.br/bitstreams/7f36f981-bcae-4493-8ede-ce8d1a855ecf/download8128f848a5fa745153f73072d6d86969MD51LICENSElicense.txtlicense.txttext/plain; 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dc.title.por.fl_str_mv |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
title |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
spellingShingle |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio Ramos, Bruno de Souza Administração de empresas Serviços ao cliente Gestão da qualidade total na educação Controle de qualidade - Avaliação Marketing de serviços |
title_short |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
title_full |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
title_fullStr |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
title_full_unstemmed |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
title_sort |
Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio |
author |
Ramos, Bruno de Souza |
author_facet |
Ramos, Bruno de Souza |
author_role |
author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EBAPE |
dc.contributor.member.none.fl_str_mv |
Irigaray, Hélio Arthur Pinheiro, João Luís Alves |
dc.contributor.author.fl_str_mv |
Ramos, Bruno de Souza |
dc.contributor.advisor1.fl_str_mv |
Zanini, Marco Túlio Fundão |
contributor_str_mv |
Zanini, Marco Túlio Fundão |
dc.subject.area.por.fl_str_mv |
Administração de empresas |
topic |
Administração de empresas Serviços ao cliente Gestão da qualidade total na educação Controle de qualidade - Avaliação Marketing de serviços |
dc.subject.bibliodata.por.fl_str_mv |
Serviços ao cliente Gestão da qualidade total na educação Controle de qualidade - Avaliação Marketing de serviços |
description |
This study aims at evaluating the perception towards the quality of services offered by private high schools in Brazil. For this purpose, field research was conducted at four different schools: two in Rio de Janeiro, one in Belo Horizonte and one in the countryside of Minas Gerais. Such research was conducted by using an instrument known a SERVQUAL, a framework developed for assessing service quality. Target audience were 1st and 2nd year high school students and the research was carried out at the schools. 44 items were evaluated, 22 being related to students’ expectations towards the services which should be offered by the school. The other 22 items evaluated students’ perception towards the actual service offered by the school. By analyzing the results it was possible to measure the difference between the service the students expected from the schools and the one actually offered by the schools. Results show great opportunities for improvement in the services and also contribute to a better and wider understanding concerning basic education service quality. |
publishDate |
2015 |
dc.date.accessioned.fl_str_mv |
2015-05-21T18:36:23Z |
dc.date.available.fl_str_mv |
2015-05-21T18:36:23Z |
dc.date.issued.fl_str_mv |
2015-02-23 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
RAMOS, Bruno de Souza. Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2015. |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/13716 |
identifier_str_mv |
RAMOS, Bruno de Souza. Percepção de qualidade das escolas do ponto de vista de alunos do ensino médio. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2015. |
url |
http://hdl.handle.net/10438/13716 |
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por |
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por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
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