Percepção de gestores e discentes sobre a qualidade dos serviços prestados em um curso presencial de graduação superior.

Abstract

This study aims to study the perception of managers and students about the quality of services provided by a private higher education institution, located in the Bairro do Comércio, in Salvador – Bahia, in the attendance course of Administration. The research had the contribution of theorists who developed works related to the theme and the results, here, achieved also corroborate for other researchers and for the improvement of the relationships between HEI and students. To elucidate the contribution factors of the analysis of this perception, the researcher applied to the students and managers a questionnaire with questions that facilitated the construction of the indicators of this evaluation. In the answers, the researcher found a general dissatisfaction and highlighted the items "Communication and Service Demands" and "Equipment and Didactic Resources", which had the worst evaluations in the view of these actors. With the data obtained in this research, it is hoped to contribute to the composition of indicators that indicate the factors that foster the quality of the services, improve the relations between the students and HEI, having as reference, the Basic Guidelines Law (LDB) and the indicators found in the final result. The research was carried out with the students, between the months of January and July of 2018.