Avaliação da qualidade dos cursos de pós-graduação do Centro de Tecnologia da Universidade Federal da Paraíba sob a percepção dos alunos.

• Ano de defesa: 2016
• Autor(a) principal: Costa, Ana Nery de Matos
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal da Paraíba; Brasil; Engenharia de Produção; Programa de Pós-Graduação em Engenharia de Produção; UFPB
• Palavras-chave em Português: Qualidade em serviços; Servqual; Satisfação; Pós-graduação; Service quality; Satisfaction; Postgraduate studies; ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://repositorio.ufpb.br/jspui/handle/tede/9927

This dissertation evaluated the perceptions of service quality according the master's students expectations. Students are from the Technology Center - CT of the Federal University of Paraíba, using the SERVQUAL model proposed by Parasuraman, Zeithaml e Berry (1985). It is a research of applied nature, qualitative-quantitative, descriptive, a survey. SERVQUAL measures the quality in 5 dimensions: tangibility, responsibility, reliability, empathy and guarantee, which have been adapted for the services associated with postgraduate courses. The sample consisted of 187 respondents studding in Civil Engineering, Production, Mechanical, Food, Chemical, Materials and Architecture and Urbanism posts. Through this research it was also possible to determine the profile of the students, research object, where 50.5% are male and 49.5% are female. Approximately 71% of the students devoted their time to other activities that are not part of the master's program, 75% of the students were within the regular time for completion of the master's degree. It was also identified that 75.9% had scholarship. Regarding the self-assessment of the same students, 75% of them consider their performance to be good, 12% say it is great and 13% as reasonable. Another data collected states that 50% of the students who are part of the sample of this research did not publish any article during the master's and 24% published only one article. The comparison between student satisfaction and attendance performance was made based on the responses obtained from the variables for the perceived service, expected service and the minimum acceptable service. With the quality perceived by the student‟s analysis, it was verified that their expectations were not being met. The analysis data generally indicate that students of UFPB's master's degree courses expect something different from what has been offered in their respective courses. According to the analysis, it is stated that reliability and empathy are the ones that are closest to the service expected by students, object of this research and it was concluded that the order of priority in the satisfaction of students considering the dimensions of quality was constituted First of the dimension Tangibility followed by Stability, Empathy, Security and Reliability.