O significado das dimensões da qualidade de serviço na percepção dos sujeitos participantes de um curso na modalidade a distância: um estudo de caso do curso piloto de bacharelado em administração da UFV

• Autor(a) principal: Vieira, Marcelo Mendonça
• Data de Publicação: 2010
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: LOCUS Repositório Institucional da UFV
• Texto Completo: http://locus.ufv.br/handle/123456789/1942
• topic: Ensino à Distância - EAD; Dimensões da qualidade de serviços; Curso piloto de bacharelado em administração-EAD; E-learning method; Quality’ s dimensions of service; Course of bachelor in business administration; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA

This work aims on the identification of the meaning of the Quality dimensions of the teaching-learning process in the e-learning method, according to the perceptions of individuals involved in this process. The inclusion of subjects involved in the course goes by the theory of social representations. The study refers to the e-learning Administration course, which is offered by UFV, through a pilot project operating under agreements with the Open University of Brazil, which is also affiliated to the Education Department. The search for the meaning of the quality dimensions. according to the subjects involved in the course, follows a qualitative approach, where the experiences and perceptions of these individuals are highlighted through the content analysis. It was intended through this study to get a multifaceted view on the perceived quality in order to meet the necessity to establish more realistic criterias for future evaluations of this and other courses using the e-learning method. The study shows that the five dimensions model was able to show in detail the major points of the participating subjects in regard to the analyzed course, within the institution of the case study. Despite this, it was insufficient to determine all the criteria mentioned by all subjects, since the study does not take into account the "Management" and "Educational" dimensions.