Dimensions of quality in services provided by language schools

• Autor(a) principal: Rieg, Denise
• Data de Publicação: 2017
• Outros Autores: Scramim, Fernando Cezar Leandro, de Oliveira, Lilian Kátia, Del Roio, Maria Luiza
• Tipo de documento: Artigo
• Idioma: por; eng
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/772
• topic: Quality dimensions in services. Language shcool; SERCQUAL instrument; qualidade em serviços; SERVQUAL; escola de idiomas

The purpose of this article is to present a possible set of attributes and dimensions that make up the quality of services in language schools. The proposed scale for measuring quality in this type of service was based on the SERVQUAL instrument. It aims to contribute to the advancement of the discussions on the necessary adjustments to the SERVQUAL Instrument to evaluate quality aspects related to the most varied types of services. To achieve these objectives, a survey was conducted with 97 students from a language school, located in the city of São Bernardo do Campo (SP), which has a total of 120 enrolled students. Through exploratory factorial analisys we reached the following dimensions: 1) customer care, regarding the way teachers and staff of the language school treat the clients (students); 2) teaching level and environment, regarding teaching quality with favorable environment to study and accessibility to the referred dimension, existence of trained professionals and recognition by the community of the quality of teaching used in the school; and 3) physical facilities, referring to the quality and appearance of the physical facilities and equipment of the language school. The evaluation of the quality of services offered by the researched school has brought evidence that it has met the expectations of its consumers regarding the dimension customer care. On the other hand, the perception of its clients regarding the teaching level and environment and the physical facilities has not been positive.