A Gestão da Qualidade e seu impacto no desempenho da Educação de Jovens e Adultos: um estudo de caso focado no modelo SERVQUAL

Abstract

In Brazil, the public basic education sector has created a growing offer of slots annually. On the other hand, private institutions compete to answer a demand increasingly demanding and so invest more in improving the quality of services provided. In this context, the quality of public education needs to be achieved to ensure the formation of citizens able to the labour market, since there is high demand for qualified professionals. This work had as main objective to investigate the applicability of the SERVQUAL methodology on adult and youth education in a public school of the northern zone of Manaus. The survey was conducted with students of the night shift of a municipal school serving young people, adults and the elderly. For the accomplishment of this work some steps were followed: bibliographic survey, construction of a model of quality evaluation for use in research, qualitative and quantitative study, collection and analysis of data obtained. The data collection instrument was the structured questionnaire adapted from the SERVQUAL model, it is universal and can be applied in any service organisation, and seeks to assess the level of perceived quality of respondents. The data obtained showed that, although there is positive perception of students as the care and commitment of school about the services provided, it is still necessary to invest mainly in infrastructure, resources and learning activities, and on-site security. It is expected that the results and the suggestions for improvement submitted might contribute to the management of educational services regarding the evaluation of the perceived quality and the school management in the organization.