Entendendo expectativas e percepções sobre a qualidade dos serviços prestados por uma ESFL

• Ano de defesa: 2018
• Autor(a) principal: Nascimento, Natália Figueira do
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Uberlândia; Brasil; Programa de Pós-graduação em Gestão Organizacional (Mestrado Profissional)
• Palavras-chave em Português: Jovem aprendiz; Programa de aprendizagem; Lei da aprendizagem; Entidade formadora; Empresa parceira; Qualidade em serviços; Dimensão da qualidade; Expectativas; Percepções; Young learner; Learning program; Law of learning; Formative entity; Partner company; Quality in services; Dimension of quality; Expectations; Perceptions; Administração; Formação profissional; Empresas - Prestação de serviços; Empresas - Formação profissional; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESAS
• Link de acesso: https://repositorio.ufu.br/handle/123456789/24105; http://dx.doi.org/10.14393/ufu.di.2018.608

This paper is dedicated to understand the relationship between the supplier and the customer in the context of professional learning. The supplier is an entity that qualifies young learners, called Instituto Alfa, and the customer is the company that hire these young learners. The study is based on the understanding and structuring of the processes that involve the provision of services by the entity, which supports the adequacy of the SERVQUAL questionnaire, a research tool proposed by Parasuraman, Zeithaml and Berry (1985), that assesses expectations and perceptions from customers about the quality of the service delivered. The questionnaire was sent to 93 partners of Instituto Alfa in the city of Uberlândia, and after approximately 40 days, 22 responses were obtained. The evaluation of the expected and perceived quality was based on the evaluation of seven constructs: tangibility, reliability, responsiveness, safety, empathy, pedagogical aspects and psychosocial aspects. The dimensions that were most important in the evaluation of the partners were the psychosocial aspects and pedagogical aspects, and the latter was the one that presented the greatest gap (difference between expectations and perceptions).