MODELO DE AVALIAÇÃO DOS CURSOS DE UMA INSTITUIÇÃO DE ENSINO SUPERIOR PRIVADA PARA UTILIZAÇÃO DENTRO DO PROCESSO DE PLANEJAMENTO OPERACIONAL DA CORPORAÇÃO - O CASO UNISUAM

• Ano de defesa: 2008
• Autor(a) principal: Cordeiro, Almir Leite
• 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: nova identidade; mercado competitivo; indicadores de qualidade; validação; SERVQUAL; new identity; competitive market; quality indicators; validation; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/18121

This dissertation had as objective of study how the private higher school institution clients sense the quality from services provider for three courses of graduation, in the way of contemplate the suit of validation from offer of courses, when from assessment internal institutional. The new offers of market allow the institutions picked to meet only one new identity wherefore may be continue taking part of this competitive market, through a continual analysis from the offer courses. Appears then, the necessity from utilization a model of internal assessment from the Quality Indicators used actually. The survey, starting initially by the SERVQUAL model, proposed to identify the template of best-suited for assessment from quality from the products offer, taking a look above the expectancy and the perception displayed by the clients (students), in relation to the model adopting. The Factorial Analysis showed that the SERVQUAL was not the template best-suited and the Discriminatory Analysis has indicated for real, the principal variables to be managed inside of the specific model from the different courses.