Expectation, Performance and Satisfaction of Higher Education Services in the Administration area

• Autor(a) principal: Lima, Álysson Gustavo Gomes de
• Data de Publicação: 2017
• Outros Autores: Anjos Neto, Mario Rodrigues dos, Costa, Marconi Freitas da, Costa, Cristiane Salomé Ribeiro, Silva, Marianny Jessica de Brito
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Journal of Perspectives in Management
• Texto Completo: https://periodicos.ufpe.br/revistas/index.php/jpm/article/view/231696
• topic: Expectative; Performance; Satisfaction; Expectativa; Rendimiento; Satisfacción; Expectativa; Desempenho; Satisfação

Currently there are a huge amount products and services offered by numerous organizations. Therefore, seeking to meet the needs and the wishes of the consumers, guaranteeing their satisfaction, is considered a relevant competitive differential. This thought can also be applied to the sphere of higher education, in the case of institutions that offer undergraduate courses, HEI. The present study, developed at the Federal University of Pernambuco - Agreste Academic Center (CAA), an important institution in the countryside of Pernambuco, was developed with the objective of evaluating the factors that influence the students' satisfaction of the CAA/UFPE Administration course. In this way, a research was conduzed by using SERVQUAL model scale, 250 students were researched and the datas were analysed by univariate statistics methods. The results demonstrated that, in general, there is a dissatisfaction on the part of the students regarding the aspects related to the services provided by the course. Consequently, it is notable that changes must be made to modify or adjust questions that contribute to students' dissatisfaction in order to meet the expectations created by them and, consequently, to increase the performance of the services provided.