Analysis of the data on the quality expectation in school services, from the student's perception

• Rodrigues, Paulo Cesar Chagas ^[1] ; Fernandes, Eddaniella Moraes Silva ^[1] ; Silveira, Franco da ^[2] ; Santos, Bruno Miranda dos ^[2] ; Molinar, Filipe ^[3]
  1. [1] Instituto Federal de Educação, Ciência e Tecnologia de São Paulo
  2. [2] Universidade Federal do Rio Grande do Sul
  3. [3] Universidade Regional Integrada do Alto Uruguai e Missões (URI)

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• Localización: Independent Journal of Management & Production, ISSN-e 2236-269X, Vol. 10, Nº. 4 (July - August), 2019 (Ejemplar dedicado a: Special Edition IFLOG), págs. 1374-1388
• Idioma: inglés
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• Resumen

  • The improvement of educational services can have a direct impact on the student's avoidance rate in the concomitant / subsequent technical courses. Being of vital importance to be able to anticipate and anticipate the factors that are important in the provision of educational services aiming at satisfying the student's satisfaction. The purpose of this study is to apply a questionnaire that allows to evaluate the perception or expectation of the students who are already attending and those who are beginning their study day in the concomitant / subsequent technical courses in Administration. It will become the basis for future studies as to the main quality factors in service that affect student satisfaction and loyalty. For this purpose, the SERVQUAL tool will be used to measure the quality of the services provided.