A qualidade dos serviços prestados pela Universidade Federal de Campina Grande, campus de Cajazeiras.

Abstract

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.