Service quality progression in a private higher education institution: application of the SERVPERF model

被引：0
|
作者：
Prado Sadoyama, Adriana dos Santos [1 ]
Amaral da Silva, Gabriel Antonio [1 ]
Leal, Geraldo Sadoyama [1 ]
机构：
[1] Univ Fed Goias UFG, Programa Posgrad Gesfao Org, Campus Catalao, Goiania, Go, Brazil
来源：
REVISTA EDAPECI-EDUCACAO A DISTANCIA E PRATICAS EDUCATIVAS COMUNICACIONAIS E INTERCULTURAIS | 2022年 / 22卷 / 03期
关键词：
Education; Quality; Services; University education;
D O I：
10.29276/redapeci.2022.22.317843.106-120
中图分类号：
G40 [教育学];
学科分类号：
040101 ; 120403 ;
摘要：
The quality of educational services in higher education has been the subject of several Brazilian studies. In order to measure the Perceived Quality in a private HEI in the interior of Minas Gerais and compare with a previous study in the same institution, the SERVPERF scale was applied to teachers, students and managers. The results showed that the tangibility dimension was the most poorly evaluated and the dimension promptness, the best evaluated. There was only a statistically significant difference in the quality perceived by teachers and students in a variable. In the comparison between studies, there was progression in perceived quality in 16 of the 22 variables studied.
引用
收藏
页码：106 / 120
页数：15
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