Quality of educational services: Application of the SERVQUAL Model in a Federal Institute

• Autor(a) principal: Silva, Daniela Lunara de Souza
• Data de Publicação: 2022
• Outros Autores: Rego, Sidnéia Maia de Oliveira, Holanda, João Clécio de Sousa, Fernandes Neto, Antônio Almeida, Bento, Francisca Joselânia da Silva, Moreira, Dário Policarpo dos Santos, Estevam, Stênio Maia, Silva, Bruno Nogueira, Silva, Franklyn Lopo da, Oliveira, Roberto Porfírio de Sousa
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Research, Society and Development
• Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/30336
• topic: SERVQUAL Model; Quality in Services; Educational services.; Modelo SERVQUAL; Calidad de los servicios; Servicios educativos.; Modelo SERVQUAL; Qualidade em Serviços; Serviços educacionais.

The organizations that provide educational services must be attentive to the quality of the service provided, considering it to be a parameter for obtaining excellence, and therefore need to be evaluated continuously. In this bias, this study aims to analyze the perception of students in higher education courses, about the quality of educational services offered by the Federal Institute of Education, Science and Technology of Rio Grande do Norte, IFRN-Campus Pau dos Ferros, through the application of the SERVQUAL model. Postulated as being of an applied nature and adopting the mixed methods approach, the research is characterized as an exploratory descriptive study, of the survey type, using the survey method. The data collection instrument, a questionnaire adapted from the SERVQUAL model, has five dimensions and was sent to all undergraduate students. The results present positive gaps, exceeding expectations, for the dimensions tangibility and security, and negative gaps, inferior perception, in the dimensions reliability, responsiveness and empathy, which are mainly related to the readiness of the team to solve the students' problems; education and promptness of the employees; and the search of the institution to propose suggestions to better serve the student of the superior level, focus of the survey. It is worth highlighting that in all dimensions, both expectations and perceptions focus on the concepts Good and Very Good. The results provide the opportunity to adopt strategic improvement actions, based on unfavorable findings, which enables the institution to instigate the provision of a quality service.