AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA

The aim of this research is to develop and validate a scale in order to measure the quality perceived by undergraduate students in educational services. To carry out the work, was developed a bibliographic research about the concepts and features related to p...

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Autores principales:	Verônica Paludo Bressan, Kenny Basso, Larissa Carine Braz Becker
Formato:	article
Lenguaje:	ES PT
Publicado:	Universidade Federal de Santa Catarina 2015
Materias:	educational services quality services quality measurement quality in higher education Education (General) L7-991 Special aspects of education LC8-6691
Acceso en línea:	https://doaj.org/article/df4d33e8cdce441da83a1bc3d13d9cd6
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spelling	oai:doaj.org-article:df4d33e8cdce441da83a1bc3d13d9cd62021-11-11T15:49:46ZAVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA1983-4535https://doaj.org/article/df4d33e8cdce441da83a1bc3d13d9cd62015-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=319338455011https://doaj.org/toc/1983-4535The aim of this research is to develop and validate a scale in order to measure the quality perceived by undergraduate students in educational services. To carry out the work, was developed a bibliographic research about the concepts and features related to perceived quality, quality in higher education and ways to measure service quality, identifying the need to develop a specific scale for educational services in view of the tools found in the literature treated services in a general terms. To develop the scale so followed the steps suggested by Churchill in 1979, by cond ucted interviews with 17 students, in the qualitative exploratory research, and applied 410 questionnaires in students in the quantitative descriptive stage, consisting of two samples, for test and for validation. The results obtained by conducting explora tory factor analysis and confirmatory factor analysis demonstrated the reliability of the proposed scale, allowing its application in the context of higher education’s managerial. The final scale was composed by 21 indicators, and 6 dimensions: curriculum organization, professors, research and extension learning, administrative organization, infrastructure and additional services. This study has academic’s implications, because that collaborates with the discussion and on the indicators that make up the per ceived quality of educational services. Also, has a managerial implication, because it presents a new tool that can be used in higher education institutions as a way to qualify the delivery of services to the students.Verônica Paludo BressanKenny BassoLarissa Carine Braz BeckerUniversidade Federal de Santa Catarinaarticleeducational servicesquality servicesquality measurementquality in higher educationEducation (General)L7-991Special aspects of educationLC8-6691ESPTRevista Gestão Universitária na América Latina , Vol 8, Iss 2, Pp 216-236 (2015)
institution	DOAJ
collection	DOAJ
language	ES PT
topic	educational services quality services quality measurement quality in higher education Education (General) L7-991 Special aspects of education LC8-6691
spellingShingle	educational services quality services quality measurement quality in higher education Education (General) L7-991 Special aspects of education LC8-6691 Verônica Paludo Bressan Kenny Basso Larissa Carine Braz Becker AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
description	The aim of this research is to develop and validate a scale in order to measure the quality perceived by undergraduate students in educational services. To carry out the work, was developed a bibliographic research about the concepts and features related to perceived quality, quality in higher education and ways to measure service quality, identifying the need to develop a specific scale for educational services in view of the tools found in the literature treated services in a general terms. To develop the scale so followed the steps suggested by Churchill in 1979, by cond ucted interviews with 17 students, in the qualitative exploratory research, and applied 410 questionnaires in students in the quantitative descriptive stage, consisting of two samples, for test and for validation. The results obtained by conducting explora tory factor analysis and confirmatory factor analysis demonstrated the reliability of the proposed scale, allowing its application in the context of higher education’s managerial. The final scale was composed by 21 indicators, and 6 dimensions: curriculum organization, professors, research and extension learning, administrative organization, infrastructure and additional services. This study has academic’s implications, because that collaborates with the discussion and on the indicators that make up the per ceived quality of educational services. Also, has a managerial implication, because it presents a new tool that can be used in higher education institutions as a way to qualify the delivery of services to the students.
format	article
author	Verônica Paludo Bressan Kenny Basso Larissa Carine Braz Becker
author_facet	Verônica Paludo Bressan Kenny Basso Larissa Carine Braz Becker
author_sort	Verônica Paludo Bressan
title	AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
title_short	AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
title_full	AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
title_fullStr	AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
title_full_unstemmed	AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA
title_sort	avaliação da qualidade percebida em serviços educacionais: proposta de uma escala
publisher	Universidade Federal de Santa Catarina
publishDate	2015
url	https://doaj.org/article/df4d33e8cdce441da83a1bc3d13d9cd6
work_keys_str_mv	AT veronicapaludobressan avaliacaodaqualidadepercebidaemservicoseducacionaispropostadeumaescala AT kennybasso avaliacaodaqualidadepercebidaemservicoseducacionaispropostadeumaescala AT larissacarinebrazbecker avaliacaodaqualidadepercebidaemservicoseducacionaispropostadeumaescala
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AVALIAÇÃO DA QUALIDADE PERCEBIDA EM SERVIÇOS EDUCACIONAIS: PROPOSTA DE UMA ESCALA

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