ANÁLISE DA IMPORTÂNCIA E DO DESEMPENHO DOS SERVIÇOS DA REDE MUNICIPAL DE EDUCAÇÃO DE SANTA CATARINA

Givanildo Silva, Jonas Fernando Petry, Gustavo da Rosa Borges, Gérson Tontini, Vania Tanira Biavatti

Resumo


A matriz de importância e desempenho para a análise dos atributos é uma técnica analítica utilizada que produz prescrições para o gerenciamento da satisfação dos clientes. O objetivo do estudo foi investigar as percepções dos atributos de qualidade e a satisfação dos pais com os serviços disponibilizados pela Rede Municipal de Ensino do município de Rio do Sul (SC). Com a aplicação de um survey, a qualidade do serviço e a satisfação foram avaliadas por seis dimensões e 43 atributos. Os resultados demonstram empiricamente que as implicações gerenciais requerem ações urgentes em 11 atributos que apresentaram alta importância e baixo desempenho.


Palavras-chave


Matriz de importância-desempenho; Qualidade dos serviços; Rede municipal de educação; Indicadores de qualidade na educação.

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Referências


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DOI: http://dx.doi.org/10.19177/reen.v11e2201823-55

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