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