Navegando por Assunto "SERVQUAL"

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Análise do curso de engenharia industrial da UFPA Abaetetuba empregando o método SERVQUAL na percepção discente
(Universidade Federal do Pará, 2018-12) MARTINS, Harley dos santos; LOBATO, Beatriz Cardoso; SANTOS, Ismael Gomes dos; MELO, Andreza Negrão; RODRIGUES, Stefane Dias
The objective of this work is the development of a quantitative research, surveying the expectations and perceptions of students of industrial engineering in relation to the course. The survey data was collected from online questionnaire applications, using a googleforms tool, and printed questionnaires. The information gathered was tabulated, thus calculating gaps for negative and positive points, highlighting gaps in items dealing with the canteen (-1,264), dissemination of information on events and services of interest to students (-1,321) and specific laboratories (-1,377). Using the 5W1H quality tool, an action plan was developed for the improvement process and to avoid errors and dissatisfactions.