Avaliação da qualidade do serviço educacional numa IES particular: a visão do aluno de graduação sobre a qualidade percebida

• Autor(a) principal: Mota, Marilma Campos
• Data de Publicação: 2009
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da UNIGRANRIO
• Texto Completo: http://localhost:8080/tede/handle/tede/78
• topic: Administração; Ensino superior; Gestão de qualidade total; Marketing educacional (Ensino Superior); ADMINISTRAÇÃO

Private Higher Education Institutions (HEI) are inserted in an industry where the competition has been incited. Offers for ingression in higher education have increased to each day. Currently, in order to find new strategies to become competitive and to attract the students HEI’s are looking to offer a service of higher quality. Based on this concept, the present study it was developed, where it aimed to evaluate the quality of the services rendered by a particular HEI, located in the interior of the State of Rio de Janeiro. Through the application of SERVQUAL model, developed for Parasuraman et al., (1991) and adapted to the educational service for Boulding et al., (1992). We tried to understand the perception of the students on the quality of the educational service. The students of the eighth terms of the business undergraduate course of the related particular HEI were been interviewed. The results had demonstrated that the respondents, when evaluating the educational service in question, paid attention to the quality of education, the performance of the lecturers in classroom, the relation between lecturer and students and in the application of the theory learned with the practices of the profession, through the interchange between the HEI and the market of work.