Percepção dos discentes sobre a qualidade do serviço por meio da escala SERVQUAL em um curso de administração de uma instituição de ensino superior pública

• Autor(a) principal: Pires, Samuel Martins
• Data de Publicação: 2020
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal do Ceará (UFC)
• Texto Completo: http://www.repositorio.ufc.br/handle/riufc/55546
• topic: SERVQUAL; Gestão da Qualidade; Qualidade em Serviços; Ensino Superior; Ferramentas da qualidade

Internal quality measurement tools proved to be indispensable for any Higher Education Institution (HEI). Since they are making changes to suit a critical consumer market and the protagonist of their choices. Based on this principle, the objective of the present work is to analyze the perception of quality of UFC administration students regarding the dimensions of the SERVQUAL scale. To meet this objective, a quantitative survey was carried out. As a data collection instrument, a questionnaire based on the SERVQUAL scale was used, which measured the gap between expectations and the perception of service quality. One hundred and twenty-eight questionnaires were applied to measure the perception and expectations of the students from the UFC Business School. The results obtained indicated the possibility that the evaluated expectations are considered quite high and it was noted that none of the dimensions of quality achieved a mathematically positive result for its dimensions, due to this high expectation generated. On the other hand, it is noteworthy that about 75% of students are satisfied with the educational services provided by the institution and that 62% stated that their expectations were met. Thus, demonstrating that there are minor punctual flaws in the institution's service provision. Furthermore, through linear regression, where a study was carried out to find out if there is a relationship between the students' monthly family income and the expectations generated by them. Therefore, it was noted, through the Pearson coefficient and the F of significance, that there is no statistical evidence of a relationship between the higher the social class and the higher the expectations of the dimensions of quality. Therefore, these results made it possible to identify opportunities for improvement for each of the sectors analyzed. Suggesting a more incisive study to understand with more depth and clarity what are the determining factors and reasons for the expectations to be met for the students.