A qualidade do serviço prestado pela Escola Municipal Justino Dantas/Currais Novos/RN, na percepção dos alunos do 6º ao 9º ano

• Autor(a) principal: Dantas, Ana Cristina Costa da Silva
• Data de Publicação: 2017
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43447
• topic: Serviço Público; Public Service; Avaliação da Qualidade; Quality Evaluation; SERVQUAL; SERVQUAL; CNPQ::CIENCIAS SOCIAIS APLICADAS

Studying the quality of services is a theme that gains notoriety due to the growth, heterogeneity and dynamicity present in the services segment. From this scenario, talking about the satisfaction of the public service user becomes indispensable, seeking to verify which dimensions of quality that directly influence the level of satisfaction of it. Therefore, this work evaluates the quality levels of the services provided by the Escola Municipal Justino Dantas, in the perception of 6th to 9th grade students, using the service quality model called Service Quality Gap Analysis (SERVQUAL), with the perspective of knowing what the quality expectations, the quality level desired and the quality perceived by the students and from the results obtained suggest suggestions for improvements. In this context, a descriptive research was carried out that evaluates the perceived and expected quality of the students and the field / bibliography to be held at the Escola Municipal Justino Dantas and compare the current procedures with the theory published in the works referenced in the study. To collect the data, questionnaires were applied to the students and their results were statistically analyzed in order to identify the quality levels of each of the quality dimensions in services. The study points out that students consider the service offered by the school to be inadequate, although it has lacked too little to stay within the tolerance zone, nor does it present a superior quality in its service. This result shows that basically all dimensions need a greater focus on the part of the school management and its team, so that the quality perceived by the students can be as close as possible to their expectations and even surpass them.