A melhoria da qualidade e produtividade voltada a uma instituição de Ensino Superior privada em Manaus

Abstract

The increase and development of higher education institutions in Brazil are perceptible, and this fact has generated an increasingly competitive environment. The acquisition and loyalty of the students (clients) pass through the same conditions of the other organizations. Due to the increasing competition among higher education institutions, concerns are emerging to devise strategies aimed at conquering students. One is to provide good quality services. Institutions are essentially service providers and their quality is necessary for the success of the organization. The objective of this study was to investigate the need for quality and productivity improvements in the provision of services offered to a higher education institution in Manaus. Aiming to provide teachers with a focus on quality in services. For this, a qualitativequantitative study was used, using the case study method. Based on the Likert and SERVQUAL scale, represented in tables. The analysis of the data was by bibliographical research, descriptive, by inferential analysis. Thus, this study emerges from the challenge of developing activities in the modality of quality in services, aimed at improving quality and productivity. It also aims to analyze the results of a concrete case, since it verifies an existing factor in the organizations, which sometimes are not adequately treated, being this the evaluation of the improvement of quality and productivity. Thus, the results obtained evidenced the need to improve the quality and productivity of service, and the degree of satisfaction of the teachers, which allowed identifying the dimensions of the quality of the services provided.