AVALIAÇÃO DA QUALIDADE DO ENSINO TÉCNICO PROFISSIONALIZANTE ATRAVÉS DA PERCEPÇÃO DO DISCENTE: O CASO CEFET-RJ

• Autor(a) principal: Santos, Renato Rodrigues dos
• Data de Publicação: 2013
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal Fluminense (RIUFF)
• Texto Completo: https://app.uff.br/riuff/handle/1/20504
• topic: SERVQUAL; Avaliação de serviços; Ensino profissionalizante; Qualidade do ensino; SERVQUAL; assessment services; vocational education; quality of teaching; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

This research has the purpose of checking the quality of vocational technical education in the opinion of students. The provision of educational services should have reviews of their processes, their performances, their physical environments, their calls to the students and all the factors that make up the educational service and may influence the opinions of students and consequently your ratings on the quality of service education offered. The implementing tool for the assessment is based on the SERVQUAL scale widely used to measure quality in services. This methodology makes use of opinion regarding the expectations and perceptions of customers to evaluate the quality of service. This study was participation in completing the questionnaires, one hundred forty three students of the six teams that make up the vocational technical course in Administration within the Federal Center of Technological Education Celso Suckow da Fonseca - RJ. The adaptation of the generic model of SERVQUAL consists of five dimensions of quality with twenty two items which aims to measure the quality of service. The analysis was performed using graphs and tables, in addition to statistical measures and aims to rank the five dimensions proposed in accordance with the values of the gaps obtained and calculated percentages. The results showed that the "Reliability" dimension and the item assessing whether teachers balance theory with practice showed the highest mean values of gap. The results also allow managers responsible for conducting the course, review and reassessment of the items that make up the dimensions to propose and implement actions to minimize the impact on students as a way to improve this opinion regarding the quality of service offered. This work therefore can become an instrument of assessment also apply to other existing courses in the institution, in conjunction with other assessment indicators.