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Universidade Potiguar - Unp Programa De Pós-graduação Em Administração - Ppga Mestrado Profissional Em Administração - Mpa
| Content Provider | Semantic Scholar |
|---|---|
| Author | Júnior, Nei Moacir Rossatto De Medeiros |
| Copyright Year | 2012 |
| Abstract | Higher education in Brazil has been business opportunity for many organizations. The favorable economic environment and numerous government incentive programs for access to higher education has become the market of private Highter Educations Institutions HEIs, extremely competitive. HEIs, as organizations needing profit, need to attract and retain customers by keeping them so they can consume more services and endorse his name to the market. Thus, it is important to have a detailed knowledge about the quality of services provided in accordance with the perception of its main customers, the students. The long-term services, such as education, require a greater knowledge of managers, since the constant interactions between clients / company can generate emotional impacts that influence the perception of quality. This study aims to evaluate the quality of services in the course of administration of a private higher education institution, as well as check their variation as a function of time in which students are enrolled. To this end, we developed the cycle education services course and their respective moments of truth. We attempted to survey the literature on quality attributes in educational services and through rounds of focus groups with 53 students were defined attributes to be searched. The survey was conducted in all classes in the course of administration, the universe of 732 students, where 339 responded to questionnaires assessing the importance and performance of attributes using a Likert scale of 11 points. It was used to treat the data Descriptive statistics, ANOVA and Tukey test. Regarding the quality of the data services results point to the non-satisfaction of students, at a time when expectations about the attributes are superior to their performance, since the GAPS found are all positive. Regarding the change in perception over time, it is clear that the importance of the attributes is more present among the students of the third year of the course, while the performance tends to decrease over time, becoming more noticeable to the students of the fourth years. The course researched needs a better management of the quality and allowed a subsidy for the adoption of strategies. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://unp.br/wp-content/uploads/2013/12/Nei-.pdf |
| Alternate Webpage(s) | https://unp.br/wp-content/uploads/2013/12/Sandra-Maria-Rodrigues-Medeiros-de-Melo-a-Rela%C3%A7%C3%A3o-Entre-Capacita%C3%A7%C3%A3o-Administrativa-Orienta%C3%A7%C3%A3o-para-o-Mercado-E-Fideliza%C3%A7%C3%A3o-de-Clientes-em-Cl%C3%ADnicas-Odontol%C3%B3gicas-da-Cidade-de-Natal1.pdf |
| Alternate Webpage(s) | https://unp.br/wp-content/uploads/2013/12/Jonilson-.pdf |
| Alternate Webpage(s) | https://core.ac.uk/download/pdf/33545401.pdf |
| Alternate Webpage(s) | https://unp.br/wp-content/uploads/2013/12/Vagner-Miranda-.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
