Qualidade de Serviço no Ensino Superior Público: Uma Adaptação do Servperf / Service Quality in Public Higher Education: A Servperf Adaptation
Resumo
Este trabalho objetiva avaliar a qualidade dos serviços prestados por uma instituição de ensino superior (IES) pública por meio da adaptação do instrumento SERVPERF de Cronin & Taylor (1992). O método da pesquisa baseou-se no desenvolvimento de uma revisão sistemática da literatura (RSL) para identificar as principais lacunas de pesquisas relacionadas ao SERVPERF em IESs e um estudo de caso aplicado em um setor de suporte ao ensino de uma instituição pública (IP) de educação tecnológica. Para isto, utilizou-se um questionário com 10 itens aplicado a 235 alunos do curso de graduação de engenharia de produção. Após validação de 192 questionários, os itens foram analisados e priorizados por meio da análise de quartis. A partir dos principais resultados classificados em prioridades crítica e alta, identificaram-se oportunidades de melhorias nos serviços pertencentes às dimensões da qualidade: tangibilidade, responsividade e confiabilidade. Salienta-se que o desenvolvimento desta pesquisa auxilia não só a proposição de melhorias referentes à avaliação da qualidade dos serviços no setor estudado mas também aos outros 21 polos universitários no estado analisado e aos diversos dispersados no Brasil.
Palavras-chave: Qualidade em Serviços. Servperf. Ensino Superior. Ensino Público.
ABSTRACT
This work aims to evaluate the quality of services provided by a public higher education institution (HEI) by adapting the SERVPERF instrument by Cronin & Taylor (1992). The research method was based on the development of a systematic literature review (SLR) to identify the main research gaps related to SERVPERF in HEIs and a case study applied in a teaching support sector of a public institution (PI) of technological education. For this, a questionnaire with 10 items was applied to 235 undergraduate industrial engineering students. After 192 questionnaires were validated, the items were analyzed and prioritized through quartile analysis. From the main results classified as critical and high priorities, opportunities for improvements in services belonging to the dimensions of quality were identified: tangibility, responsiveness, and reliability. It should be noted that the development of this research helps not only to propose improvements regarding the evaluation of the quality of services in the sector studied but also to the other 21 university centers in the analyzed state as well as to the several dispersed in Brazil.
Keywords: Service Quality. Servperf. Higher Education. Public Education.
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DOI: http://dx.doi.org/10.12819/2021.18.1.12
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