Avaliação da Qualidade dos Serviços de uma Instituição de Ensino Superior Utilizando a Aplicação do Modelo Adaptado de Mensuração dos 5 GAPS´s
Keywords:
Educação, Qualidade em Serviços, GAP5Abstract
O desenvolvimento de instrumentos de avaliação institucional aptos a reconhecer a percepção dos clientes de instituições de ensino superior é de fundamental importância para a adequada prestação de serviços educacionais. Partindo-se dessa premissa, este artigo apresenta uma adaptação do modelo conceitual de qualidade em serviço ou modelo GAP à avaliação educacional em um curso de Pós-Graduação de uma instituição de ensino superior no município de Guarapuava-Pr. Seus objetivos específicos consistem em discutir sucintamente os modelos de escalas de avaliação da qualidade associados ao ensino de Pós-Graduação, detalhando as potencialidades e as limitações do emprego desta técnica em reconhecer a percepção de qualidade dos estudantes do curso em estudo. Em seus resultados o trabalho pôde identificar variáveis bem avaliadas e, também, estruturas, processos e condutas que devem ser aperfeiçoados na oferta dos próximos cursos. Puderam-se reconhecer, ainda, os grupos com julgamentos distintos e os atributos responsáveis pelos dissensos, que servirão de parâmetro para a priorização oportunidades de melhoria.
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