Avaliação da qualidade em serviços no Curso de Administração da UFCG.

Abstract

In recent years, the service sector has become the most important economic sector in many countries. With the global economy there is a greater amount of services available to the client, people are not willing to pay for bad services but to those that have a great quality. Therefore, there is a requirement of assessment about the services qualities provided by companies. Services considered in this study relate with greater emphasis on higher education, which presents numerous problems. This way, this study aimed to: Analyze, by the opinion of the students, the quality of the Administration Course of UFCG. The method used was the descriptive exploratory with quantitative approach, where the data were collected and statistically analyzed through software. The audience responded to the students of Administration UFCG that are already half for the end of the course. The research was conducted using convenience sampling, obtaining 79 respondents. The survey instrument used in this study was a questionnaire developed and based on the SERVQUAL model. Among the main results regarding the average: for all variables, found the quality was less than desired by the students, there were no occurrences of high level of quality. In general, the quality of service was found to average tendency to low level.