Análise da qualidade dos serviços prestados em uma unidade de controle administrativo de uma instituição federal de ensino superior utilizando a ferramenta SERVQUAL

Abstract

With the changes that occurred in the current environment of public and private organizations, due to economic, political, social and technological factors, investing in quality is a key strategy for the survival of organizations. In this ccontext, it becomes increasingly necessary for organizations to adopt mechanisms to provide products and/or services with the quality that the current client demand expects. This study aims to evaluate the quality of services provided in a adminsitrative control unit of a federal institution of higher education. This work used the servqual methodology (instrument for measuring quality in services). Thus, an analysis was made of the points that were considered weak and that required any changes, and it was highlighted strengths in the perception of users. By using this model, it was revealed the ease of the application of the tool, which can be used in several organizations seeking the satisfaction of its customers. Finally, the study allowed to conclude that the use of this methodology was very important to analyze faults and identify opportunities for improvement, and with that, suggest the implementation of actions based on actual data.