Adaptation and application of the SERVQUAL method in higher education services: a study in the engineering of production

• Grant number: 08/01269-5
• Support Opportunities: Scholarships in Brazil - Scientific Initiation
• Start date: August 01, 2008
• End date: July 31, 2009
• Field of knowledge: Engineering - Production Engineering
• Principal Investigator: Otávio José de Oliveira
• Grantee: Euriane Cristina Ferreira
• Host Institution: Faculdade de Engenharia (FE). Universidade Estadual Paulista (UNESP). Campus de Bauru. Bauru , SP, Brazil

Abstract

For the measure of the gap between perceptions and expectations of the service quality, it was developed the SERVQUAL scale, that through your various dimensions identify the strong and weak points of an organization, what permits to determine the improvement opportunities. This research has how main purpose change and apply the SERVQUAL method in a higher education service, particularly to the students of the Production Engineering course of the Engineering Faculty of Bauru of the Estadual Paulista University (UNESP) and, with support in the result have got for this experience, to avalue this adapted instrument to the others Production Engineering courses that have interest in apply it. Os questionários serão aplicados para mensurar as expectativas e percepções em relação à qualidade do serviço de educação superior prestado no curso de Engenharia de Produção da UNESP, campus Bauru. Seus resultados irão sugerir novos procedimentos para a satisfação das expectativas e/ou necessidades dos alunos, das Instituições de Ensino e do mercado de trabalho. Questionnaires will be applied to measure the expectations and perceptions in connect to the higher education service quality offered in the Production Engineering course in the UNESP, Bauru. Your results will suggest new proceedings to the satisfaction of the expectations and/or necessities of the students, of the Education Institute end of the labor market.