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Authors
Abstract(s)
Objetivo – O objetivo deste estudo é analisar e medir a percepção pelo aluno da qualidade do serviço de ensino recebido de uma instituição pública de ensino superior no Brasil.
Metodologia – Foi realizado um estudo empírico de corte transversal através de uma pesquisa descritiva de natureza quantitativa confirmatória, com uma amostra de alunos do Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM). A pesquisa foi fundamentada por uma revisão bibliográfica e os dados recolhidos por instrumento de medida inquérito presencial, permitindo obter uma amostra válida de 544 respondentes. As hipóteses de investigação foram testadas através de um modelo confirmatório de equações estruturais.
Resultados e conclusões – A primeira hipótese proposta foi confirmada, sugerindo-se que os estudantes brasileiros desta amostra têm expectativas elevadas quanto às dimensões do SERVQUAL. Porém, a segunda hipótese não pôde ser confirmada, visto que as dimensões tangibilidade e segurança da qualidade do serviço não discriminaram a percepção e a expectativa do serviço.
Limitações e implicações – Os resultados obtidos necessitam ser analisados com cuidado perante uma amostra de conveniência. Os poucos estudos semelhantes em instituições de ensino análogas, gerou algumas dificuldades e limitações na discussão (comparativa) dos resultados. Como implicações teóricas destaca-se a adoção do instrumento SERVQUAL, como garantia de avaliação da qualidade, é fundamental para a eficácia e eficiência da prestação do serviço de ensino superior. As implicações práticas permitem sugerir algumas recomendações aos gestores do IFTM e melhorias de gestão.
Originalidade e valor – Este estudo permitiu demonstrar que o conhecimento da percepção dos alunos em relação ao serviço expectado e recebido de ensino superior é fundamental para o desenvolvimento do IFTM. Um contributo importante é constituir um referencial e guia para novos estudos de gestão organizacional acadêmica e educativa.
Purpose – The objective of this study is to analyze and measure the student's perception of quality of the teaching service received from a public institution of higher education in Brazil. Methodology – A cross-sectional empirical study was carried out through a descriptive research of a quantitative confirmatory nature, with a sample of students from the Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM). The research was based on a bibliographical review and the data collected by a face-to-face survey instrument, allowing a valid sample of 544 respondents to be obtained. The research hypotheses were tested using a confirmatory model of structural equations. Results and conclusions – The first hypothesis proposed was confirmed, suggesting that the Brazilian students of this sample have high expectations regarding the dimensions of SERVQUAL. However, the second hypothesis could not be confirmed, since the tangibility and safety dimensions of service quality did not discriminate the perception and expectation of the service. Limitations and implications – The results obtained need to be carefully analyzed with a convenience sample. The few similar studies in similar educational institutions have generated some difficulties and limitations in the (comparative) discussion of the results. As theoretical implications, the adoption of the SERVQUAL instrument, as a guarantee of quality evaluation, is fundamental for the effectiveness and efficiency of the provision of the higher education service. The practical implications allow us to suggest some recommendations to IFTM managers and management improvements. Originality and value – This study allowed to demonstrate that the knowledge of students' perceptions regarding expected and received service of higher education is fundamental for the development of IFTM. An important contribution is to constitute a reference and guide for new studies of academic and educational organizational management.
Purpose – The objective of this study is to analyze and measure the student's perception of quality of the teaching service received from a public institution of higher education in Brazil. Methodology – A cross-sectional empirical study was carried out through a descriptive research of a quantitative confirmatory nature, with a sample of students from the Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM). The research was based on a bibliographical review and the data collected by a face-to-face survey instrument, allowing a valid sample of 544 respondents to be obtained. The research hypotheses were tested using a confirmatory model of structural equations. Results and conclusions – The first hypothesis proposed was confirmed, suggesting that the Brazilian students of this sample have high expectations regarding the dimensions of SERVQUAL. However, the second hypothesis could not be confirmed, since the tangibility and safety dimensions of service quality did not discriminate the perception and expectation of the service. Limitations and implications – The results obtained need to be carefully analyzed with a convenience sample. The few similar studies in similar educational institutions have generated some difficulties and limitations in the (comparative) discussion of the results. As theoretical implications, the adoption of the SERVQUAL instrument, as a guarantee of quality evaluation, is fundamental for the effectiveness and efficiency of the provision of the higher education service. The practical implications allow us to suggest some recommendations to IFTM managers and management improvements. Originality and value – This study allowed to demonstrate that the knowledge of students' perceptions regarding expected and received service of higher education is fundamental for the development of IFTM. An important contribution is to constitute a reference and guide for new studies of academic and educational organizational management.
Description
Keywords
Ensino superior IFTM Qualidade do serviço SERVQUAL Marketing Service quality Higher education