COURA, C. P. M.; http://lattes.cnpq.br/2608020316828440; COURA, Cledja Patrícia Medeiros.
Resumo:
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.