Avaliação da qualidade em serviços do curso de Administração da UEPB na opinião dos alunos.

Abstract

With globalization and a scenario in which the competitiveness intensifies increasingly, the service sector has been providing a great impact on the Gross Domestic Product and also on the total employment. With a share already exceeds 70% in several countries, efforts that can be undertaken which can provide some contribution to improving the quality of service, can become an important competitive advantage. Therefore, this study aimed to analyze the perceptions of students, the quality of the Course Administration of State University of Paraíba. The method used was exploratory and descriptive. We used a quantitative approach. The target audience were students Course Administration. The research was conducted using convenience sampling and had 46 respondents. The data collection technique used was the questionnaire. The survey instrument used was based on the SERVQUAL model. The analyzes were conducted in accordance with the expectations, perceptions and gaps. Among the key findings: perceptions were always lower than expectations. In general terms, the perceived quality of services has been found medium.