QUESTÕES DE GOVERNANÇA E OS PAPÉIS DOS STAKEHOLDERS NO AMBIENTE DO ENSINO SUPERIOR BRASILEIRO

Revista Gestão Universitária na América Latina

关键词: educational services;    quality services;    quality measurement;    quality in higher education;   

DOI  :  

来源: DOAJ

【 摘 要 】

Theaimofthisresearchistodevelopandvalidateascaleinorder tomeasurethequalityperceivedbyundergraduatestudentsineducationalservices.Tocarryoutthework,wasdevelopedabibliographicresearchabouttheconceptsandfeaturesrelatedtoperceivedquality, quality in higher education and ways to measure service quality, identifying the needto develop a specific scale for educational services in view of the tools found in the literaturetreated servicesinageneralterms.Todevelopthescale sofollowedthestepssuggestedbyChurchillin1979,bycond uctedinterviewswith17students,inthequalitativeexploratoryresearch,andapplied410questionnairesinstudentsinthequantitativedescriptivestage,consistingoftwosamples,fortestandforvalidation.Theresultsobtainedbyconductingexplora tory factor analysis and confirmatory factor analysis demonstrated the reliability of theproposed scale, allowing its application in the context of higher education’s managerial. Thefinalscalewascomposedby21indicators,and6dimensions:curriculumorganization,professors,researchandextensionlearning,administrativeorganization,infrastructureandadditional services. This study has academic’s implications, because that collaborates with thediscussionandontheindicatorsthatmakeuptheper ceivedqualityofeducationalservices.Also, has a managerial implication, because it presents a new tool that can be used in highereducation institutions as a way to qualify the delivery of services to the students.

【 授权许可】

Unknown