Analysis of the data on the quality expectation in school services, from the student's perception

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Paulo Cesar Chagas Rodrigues
Eddaniella Moraes Silva Fernandes
Franco da Silveira
Bruno Miranda dos Santos
Filipe Molinar
صندلی اداری


The improvement of educational services can have a direct impact on the student's avoidance rate in the concomitant / subsequent technical courses. Being of vital importance to be able to anticipate and anticipate the factors that are important in the provision of educational services aiming at satisfying the student's satisfaction. The purpose of this study is to apply a questionnaire that allows to evaluate the perception or expectation of the students who are already attending and those who are beginning their study day in the concomitant / subsequent technical courses in Administration. It will become the basis for future studies as to the main quality factors in service that affect student satisfaction and loyalty. For this purpose, the SERVQUAL tool will be used to measure the quality of the services provided.


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Author Biography

Paulo Cesar Chagas Rodrigues, Instituto Federal de Educação, Ciência e Tecnologia de São Paulo

Paulo C. C. Rodrigues is Professor at IFSP – Instituto Federal de Educação, Ciência e Tecnologia de São Paulo in Jacareí, Brazil. He graduated in Business Administration of computer management at Gennari & Peartree College in 2005.  He got a Graduate-level Specialization in Business Management at Fenix, Bauru and Public Management at the University Don Bosco.  He got his MSc in Industrial Engineering at the College of Engineering Bauru (FEB) - UNESP, Brazil, and his PhD in Mechanical Engineering at the College of Engineering at Guaratinguetá (FEG) – UNESP, Brazil. He participated in the organizing committee of Encep and ENEGEP / ICIEOM events between the years 2007 and 2010, which were promoted by ABEPRO. As a Reviewer from the European Journal of Operational Research (EJOR), he participated in some national and international events. Since June 2011 he has been teaching, exclusively, at IFSP – Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, in Jacareí, Brazil.  Since 2010, he has been working as Chief Editor in  the journal "Independent Journal of Management & Production (IJM&P)".


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