PERCEPÇÃO DO ALUNO SOBRE A QUALIDADE DE DISCIPLINAS OFERECIDAS NA MODALIDADE A DISTÂNCIA: CONSTRUÇÃO DE UM MODELO BASEADO NA SERVQUAL

• Ano de defesa: 2013
• Autor(a) principal: Machado, Monica Garelli
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: educação a distância; avaliação; dimensões de qualidade; distance education; evaluation; quality dimensions; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/17447

This research aims to contribute to the advancement of distance education in Brazil to adapt and validate a model that allows the student to evaluate the perceived quality of supply discipline, considering the core attributes proposed by SERVQUAL. This scale is widely used to evaluate the quality service, based on the expectations and perceptions of students in five dimensions, namely: tangibility, reliability, responsiveness, empathy and safety. We performed a bibliometric analysis in order to identify the theoretical area of quality in distance education model, already validated, which could be taken as reference. Identified the model proposed by Udo, Bagchi and Kirs (2011), which focuses on the assessment of the construct tangibility web environment only, because the context in which this research was developed courses occur in 100% online mode. Considering the context of distance learning in Brazil sought to incorporate the reference model identified the dimensions printed educational material, platform and face to face meeting. The dimensions of these variables were identified through research conducted with a former student of MBA Entrepreneurial Management, emphasis on education, offered by PPGE / UFF. Method was used for data collection SurveyMonkey. Validated the new dimensions they have been included as part of the construct tangibility. To test the validity of the proposed model we used the software Statistical Package for Social Science (SPSS). The model was validated and the inclusion of new variables proved to be valid for the distance education courses, showing that the dimension that most contributes to the quality of the course is safety demonstrate tutors, beyond the perception of the role that textbooks printed plays a role in education in Brazil.