Avaliando a qualidade de serviço educacional numa ies: o impacto da qualidade percebida na apreciação do aluno de graduação

Abstract

Este estudo visa compreender a percepção do corpo discente sobre a qualidade de um serviço educacional através da aplicação do modelo SERVQUAL, desenvolvido por Parasuraman et al., (1991) e adaptado ao serviço educacional por Boulding et al. (1992). Foram entrevistados todos os estudantes concluintes, dos quais 70% dos questionários foram validados e utilizados. Os referidos alunos pertenciam ao curso de graduação em Administração da Universidade Federal de Pernambuco. Os resultados demonstraram que os respondentes, ao avaliarem o serviço educacional em questão, são fortemente influenciados por quatro das trinta e cinco variáveis apresentadas: o desempenho dos funcionários administrativos da instituição, a preocupação com a praticidade do conhecimento, o preparo dos professores e o intercâmbio entre o mercado e a instituição de ensino.

Use of The Servqual Model for The Composition of Self-Assessment in Hei, Case Study

“…The methodologies for the elaboration of this research are based on the works of Terzakis et al (2012) and Mello, Dutra and Oliveira (2006), these authors approach the SERVQUAL Model.…”

“…According to Mello, Dutra and Oliveira (2006) use such a model were used in the Administration courses of the Federal University of Pernambuco to evaluate the quality of educational services. Based on the model the sentences were elaborated for the identification of the perceptions of academics in relation to Dimensions requested by the evaluation instrument for the HEIs requested by the Ministry of Education -…”

Does Executive MBA Deliver? Exploration of Developmental Outcomes and Participants’ Perceptions of Delivery Effectiveness

“…Executive MBA (executive education) in this regard is believed to be a vital source of improving individuals' professional competencies and performance (Dalton, 2018;Dubas et al, 1998) as well as creating a competitive advantage for the firms (Longenecker & Ariss, 2002). Executive education is a service (Mello et al, 2001) based on identification of the individuals' and organizations' needs of growth and development. Executive MBA is designed for working professionals who want to further their knowledge and skills through education by maintaining employment in their organizations (Price, 2004).…”

“…This scenario therefore has created a great demand for measuring the effectiveness of Executive MBA programs in capturing and delivering on the expectations of all stakeholders. Mello, Dutra, and Oliveira (2001) assert that the executive education institutions must realize their contribution at the macro level where they produce professionals who manage the resources of the private and public organizations. Hence it is mandatory for executive educational institutions to identify the needs/expectations of their students (Nguyen, 2017).…”

Avaliação da Satisfação de Formandos de um Curso de Graduação em Administração de uma Faculdade Pública Paulista

“…No caso do aluno de graduação em Administração, espera-se que ele adquira com o aprendizado uma práxis reflexiva, de modo a que a teoria sirva de norte para sua conduta no mundo dos negócios (MELLO et al, 2001).…”