AVALIAÇÃO DAS EXPECTATIVAS RELACIONADAS AOS SERVIÇOS DE UMA INSTITUIÇÃO DE ENSINO SUPERIOR SEGUNDO O MODELO SERVQUAL/EVALUATION OF EXPECTATIONS RELATED TO THE SERVICES OF A HIGHER EDUCATION INSTITUTION ACCORDING TO THE SERVQUAL MODEL/VALORACIÓN DE LAS EXPECTATIVAS RELACIONADAS A LOS SERVICIOS DE UNA INSTITUCIÓN DE EDUCACIÓN SUPERIOR SEGÚN EL MODELO SERVQUAL

Quality assessment is a reality in the service sector, making it a strategic organizational tool, as it checks the stages and steps for improving it. The aim of this study was to identify the dimensions related to students' expectations in relation the quality of services provided by the Postgr...

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Bibliographic Details
Published in:Revista Alcance 2015-07, Vol.22 (3), p.410
Main Authors: Duarte, Nayra De Oliveira, Oliveira, Fabrícia Souza, Pires, Mário Anderson Librelon, Andrade, Frederico Marques, De Paula, Pablo Peron
Format: Article
Language:Spanish
Subjects:
Higher education
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Summary:Quality assessment is a reality in the service sector, making it a strategic organizational tool, as it checks the stages and steps for improving it. The aim of this study was to identify the dimensions related to students' expectations in relation the quality of services provided by the Postgraduate lato sensu Program of a Private Higher Education Institution (HEI). This was a descriptive and quantitative study. For the data collection, we used the first part of the validated SERVQUAL questionnaire - adapted expectations. The data were analyzed using SPSS v. 19, according to descriptive statistics, frequency distribution, and Cronbach's alpha. The results showed that students have high expectations when hiring a Postgraduate lato sensu service, and also identifies which items generated the highest and lowest expectations. The research will allow the IES to reorient its actions and strategic plans, in order to meet customers' expectations and thereby increase the quality of the services provided.
ISSN:1983-716X