Service evaluation methodologies in higher school: Experiences from SERVQUAL tool

Detalhes bibliográficos
Autor(a) principal: Cabral, Camila Ines Ribeiro
Data de Publicação: 2023
Outros Autores: Mortari, Elisângela Carlosso Machado
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Ciências da Administração
Texto Completo: https://periodicos.ufsc.br/index.php/adm/article/view/77015
Resumo: In higher education, a parameter evaluated is the quality of services. A tool recurrently used in the evaluation of services in higher education is SERVQUAL. This study aims to identify how SERVQUAL is used to evaluate services in higher education institutions according to the 2014-2019 publications of the SPELL electronic library, in order to identify whether the tool satisfies the needs of evaluating services in institutions. of higher education and makes it possible to obtain reliable data. For that, we searched through keywords that combine at least two terms among the following: Quality, SERVQUAL, Higher Education, Quality in Services, Evaluation, and Evaluation of Public Policies. From the analysis of the results, it was noticed that the tool has been widely used, both in Brazil and abroad, proving to be reliable for the evaluation of services provided by higher education institutions.
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spelling Service evaluation methodologies in higher school: Experiences from SERVQUAL toolMetodologías de Evaluación de Servicios en Educación Superior: Experiencias desde la Herramienta SERVQUALMetodologias de Avaliação de Serviços no Ensino Superior: Experiências a partir da Ferramenta SERVQUALEnsino superiorSERVQUALQualidade em serviçosHigher SchoolSERVQUALQuality in ServicesEvaluationEnseñanza superiorSERVQUALCalidad en serviciosIn higher education, a parameter evaluated is the quality of services. A tool recurrently used in the evaluation of services in higher education is SERVQUAL. This study aims to identify how SERVQUAL is used to evaluate services in higher education institutions according to the 2014-2019 publications of the SPELL electronic library, in order to identify whether the tool satisfies the needs of evaluating services in institutions. of higher education and makes it possible to obtain reliable data. For that, we searched through keywords that combine at least two terms among the following: Quality, SERVQUAL, Higher Education, Quality in Services, Evaluation, and Evaluation of Public Policies. From the analysis of the results, it was noticed that the tool has been widely used, both in Brazil and abroad, proving to be reliable for the evaluation of services provided by higher education institutions.En la educación superior, un parámetro evaluado es la calidad de los servicios. Una herramienta recurrentemente utilizada en la evaluación de servicios en educación superior es SERVQUAL. Este estudio tiene como objetivo identificar cómo se utiliza SERVQUAL para evaluar servicios en instituciones de educación superior según las publicaciones 2014-2019 de la biblioteca electrónica SPELL, con el fin de identificar si la herramienta satisface las necesidades de evaluación de servicios en instituciones de educación superior y si es posible obtener datos fiables. Para ello, buscamos a través de palabras clave que combinen al menos dos términos entre los siguientes: Calidad, SERVQUAL, Educación Superior, Calidad en los Servicios, Evaluación y Evaluación de Políticas Públicas. Del análisis de los resultados, se percibió que la herramienta ha sido ampliamente utilizada, tanto en Brasil como en el exterior, demostrando ser confiable para la evaluación de los servicios prestados por las instituciones de enseñanza superior.No ensino superior um parâmetro avaliado é a qualidade dos serviços. Uma ferramenta recorrentemente utilizada na avaliação de serviços no ensino superior é a SERVQUAL. Este estudo visa identificar como a SERVQUAL é acionada para a avaliação de serviços nas instituições de ensino superior de acordo com as publicações do quinquênio 2014-2019 da biblioteca eletrônica SPELL, a fim de identificar se a ferramenta satisfaz as necessidades de avaliação de serviços nas instituições de ensino superior e se possibilita a obtenção de dados confiáveis. Para tanto, buscou-se através de palavras-chave que combinem pelo menos dois termos entre os seguintes: Qualidade, SERVQUAL, Ensino Superior, Qualidade em Serviços, Avaliação, e Avaliação de Políticas Públicas. Da análise dos resultados percebeu-se que a ferramenta tem sido largamente utilizada, tanto no Brasil como no exterior, mostrando-se confiável para a avaliação dos serviços prestados por instituições de ensino superior.Universidade Federal de Santa Catarina - UFSC2023-05-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionEstudo bibliográficoapplication/pdfhttps://periodicos.ufsc.br/index.php/adm/article/view/7701510.5007/2175-8077.2023.e77015Journal of Administration Science; Vol. 25 No. 65 (2023): Journal of Administration Science; 1-16Revista de Ciencias de la Administración; Vol. 25 Núm. 65 (2023): Revista de Ciencias de la Gestión; 1-16Revista de Ciências da Administração; v. 25 n. 65 (2023): Revista de Ciências da Administração; 1-162175-80771516-3865reponame:Revista de Ciências da Administraçãoinstname:Universidade Federal de Santa Catarina (UFSC)instacron:UFSCporhttps://periodicos.ufsc.br/index.php/adm/article/view/77015/53312Copyright (c) 2023 Revista de Ciências da Administraçãohttps://creativecommons.org/licenses/by-nc-nd/4.0info:eu-repo/semantics/openAccessCabral, Camila Ines RibeiroMortari, Elisângela Carlosso Machado2023-11-07T19:43:21Zoai:periodicos.ufsc.br:article/77015Revistahttp://www.periodicos.ufsc.br/index.php/admPUBhttps://periodicos.ufsc.br/index.php/adm/oairca.cse@contato.ufsc.br2175-80771516-3865opendoar:2023-11-07T19:43:21Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)false
dc.title.none.fl_str_mv Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
Metodologías de Evaluación de Servicios en Educación Superior: Experiencias desde la Herramienta SERVQUAL
Metodologias de Avaliação de Serviços no Ensino Superior: Experiências a partir da Ferramenta SERVQUAL
title Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
spellingShingle Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
Cabral, Camila Ines Ribeiro
Ensino superior
SERVQUAL
Qualidade em serviços
Higher School
SERVQUAL
Quality in Services
Evaluation
Enseñanza superior
SERVQUAL
Calidad en servicios
title_short Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
title_full Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
title_fullStr Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
title_full_unstemmed Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
title_sort Service evaluation methodologies in higher school: Experiences from SERVQUAL tool
author Cabral, Camila Ines Ribeiro
author_facet Cabral, Camila Ines Ribeiro
Mortari, Elisângela Carlosso Machado
author_role author
author2 Mortari, Elisângela Carlosso Machado
author2_role author
dc.contributor.author.fl_str_mv Cabral, Camila Ines Ribeiro
Mortari, Elisângela Carlosso Machado
dc.subject.por.fl_str_mv Ensino superior
SERVQUAL
Qualidade em serviços
Higher School
SERVQUAL
Quality in Services
Evaluation
Enseñanza superior
SERVQUAL
Calidad en servicios
topic Ensino superior
SERVQUAL
Qualidade em serviços
Higher School
SERVQUAL
Quality in Services
Evaluation
Enseñanza superior
SERVQUAL
Calidad en servicios
description In higher education, a parameter evaluated is the quality of services. A tool recurrently used in the evaluation of services in higher education is SERVQUAL. This study aims to identify how SERVQUAL is used to evaluate services in higher education institutions according to the 2014-2019 publications of the SPELL electronic library, in order to identify whether the tool satisfies the needs of evaluating services in institutions. of higher education and makes it possible to obtain reliable data. For that, we searched through keywords that combine at least two terms among the following: Quality, SERVQUAL, Higher Education, Quality in Services, Evaluation, and Evaluation of Public Policies. From the analysis of the results, it was noticed that the tool has been widely used, both in Brazil and abroad, proving to be reliable for the evaluation of services provided by higher education institutions.
publishDate 2023
dc.date.none.fl_str_mv 2023-05-29
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Estudo bibliográfico
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/77015
10.5007/2175-8077.2023.e77015
url https://periodicos.ufsc.br/index.php/adm/article/view/77015
identifier_str_mv 10.5007/2175-8077.2023.e77015
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/77015/53312
dc.rights.driver.fl_str_mv Copyright (c) 2023 Revista de Ciências da Administração
https://creativecommons.org/licenses/by-nc-nd/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 Revista de Ciências da Administração
https://creativecommons.org/licenses/by-nc-nd/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Santa Catarina - UFSC
publisher.none.fl_str_mv Universidade Federal de Santa Catarina - UFSC
dc.source.none.fl_str_mv Journal of Administration Science; Vol. 25 No. 65 (2023): Journal of Administration Science; 1-16
Revista de Ciencias de la Administración; Vol. 25 Núm. 65 (2023): Revista de Ciencias de la Gestión; 1-16
Revista de Ciências da Administração; v. 25 n. 65 (2023): Revista de Ciências da Administração; 1-16
2175-8077
1516-3865
reponame:Revista de Ciências da Administração
instname:Universidade Federal de Santa Catarina (UFSC)
instacron:UFSC
instname_str Universidade Federal de Santa Catarina (UFSC)
instacron_str UFSC
institution UFSC
reponame_str Revista de Ciências da Administração
collection Revista de Ciências da Administração
repository.name.fl_str_mv Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)
repository.mail.fl_str_mv rca.cse@contato.ufsc.br
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