ALMEIDA, A. P.; http://lattes.cnpq.br/7566521839373641; ALMEIDA, Andreza Pires de.
Resumo:
Services play an important role in the world economy. It is essential to recognize that services
are an integral part of society, are present at the heart of the economy and are fundamental to
maintaining healthy and healthy life. In this way, education is one of the services offered to
society, which must be provided by the state under the rule of principles such as the guarantee
of minimum quality standards. This study had as general objective to investigate the quality
of the services provided to the students of the Degree in Geography of the Federal University
of Campina Grande, Campus Cajazeiras. The research was descriptive and bibliographical,
with a quantitative approach. The place to conduct the research was a Degree in Geography of
the Federal University of Campina Grande UFCG, Cajazeiras Campus. The population was
constituted by the students enrolled in the Course of licenciatura in Geography. The sample
consisted of 120 students enrolled in a degree course in Geography. The research was carried
out in the months of August and December 2018, in the day and night shifts. It was concluded
that the students of the Degree in Geography of the Federal University of Campina Grande,
Cajazeiras campus, according to their perceptions, considered the five dimensions to be
important, being the Reliability dimension the most relevant, mainly in the service Quality of
service provided as promised, when there was no opinion for the concepts considered to be
unsatisfactory, low quality and very low, and when the concept Regular quality was also
reduced, it was also highlighted the service enrollment and reregistration when most of the
students considered Quality very high the service. The research showed that there are many
divergences of opinion on the quality of the services provided by the Campus de Cajazeiras,
with some discrepancies, but managers can not only analyze the attributes and respective
dimensions of the quality of the services provided by the institution, but also the possibility
and care in assessing the priorities in students' perceptions, so that they can transform this
information into strategies, actions and investments that qualify them. They are aspects of a
significant importance for the students and the Federal University of Campina Grande,
Cajazeiras campus, requires pertinent actions to improve these services and revert the
perceptions pointed out. Therefore, it is worth mentioning that the general index of
satisfaction can be used by the Federal University of Campina Grande continuously for an
analysis of the performance evolution of its services. If the SERVQUAL method is adopted
by the institution, then this temporal monitoring of the services will allow the institution to
perceive strengths and weaknesses and their respective improvement over time.