Avaliação da qualidade dos serviços de uma instituição de ensino superior

Abstract

This study argues about quality of supplemental services in a Higher Education Institution (HEI) and its evaluation based on customer’s perception. The model of perceived service quality is presented as a basic and specific method to verify the perception of service quality in this organization. The indicative of good quality of services are characterized by the functional and technique dimensions and by means of service encounters, having the corporative image as a quality filter. The indicators are evaluated as an instrument used to measure the importance and satisfaction of each item related to the perceived service quality. The used method evaluates the results related to the global index of perceived service quality and also shows which services requires improvements based on the matrix of importance and performance. At the end, pertinent actions are recommended in accordance with the priorities identified in the matrix, aiming a better management of resources by the HEI.