A utilização do método SERVQUAL voltado à Gestão da Qualidade em serviços no SESI Educação

Abstract

In today's world, companies need quality in service delivery, especially those engaged in the provision of social services such as SESI that develops activities in the areas of education, it is increasingly present in the provision of services to industrialists’ customers and not dependent on the industry. Within this line, the present study evaluated the quality of services in two schools SESI - Industry Social Service - " Dr. Francisco Garcia "and" Dr. Adalberto Ferreira do Valle " and identified the variables of the dimensions proposed by Parasuraman , Zeithaml and Berry ( 1985) of the services provided in each of the five dimensions of service quality : tangibles , reliability , responsiveness , assurance and empathy , in which It was used the SERVQUAL tool, and its applicability to improving the quality of service offered by SESI. Therefore, the service sector has become in recent years, the most important economic sector in many countries. In this context, it is essential to have an efficient procedure to monitor the quality of services in education. Aiming to contribute to this issue, this paper used the SERVQUAL model to evaluate the quality of services in preschools and elementary schools through a digital research directed to parents of students. Through this study were identified satisfaction or dissatisfaction "Gaps" parents from the 22 claims. Among the satisfaction highlighted the dimension tangibility which showed the index 48%, the scale reliability around 53%, the size promptness got 45%, followed by 46% and security dimension dimension empathy 42% as satisfactory index. Regarding the methodology used, the object of study highlighted the descriptive and explanatory research, with support from bibliographical research, through which we used the survey and analysis of literature sources for the development of the theoretical framework that has become a case study that by following had the support of qualitative and quantitative research in order to evaluate and analyze the service offered in Teaching Units.