Relação entre a qualidade de serviços e a performance financeira em uma instituição de ensino para educação básica

Abstract

This dissertion presents a research about a relationship between a quality service and a financial performance for a basic education institutions. The central problem investigated in this work is due to the fact that the development of any educational system depends on evaluation, and this lacks sufficient and complete models that provide comparable, reliable and adequate parameters for management and teaching decisions. This work is, divided in chapters that detail about the subject, my concerns and methodological path that includes a strutured questionar as a data collection technique. The methodological approach of the study is quantitative, descriptive, using the inductive method. The structure used is the SERVQUAL scale adapted to the educational context. The target population was the families of students from Colégio São Francisco Xavier, who currently make up a total of 1135 students and who made it possible to obtain data from the point of view of those surveyed. When using the Servqual scale and its variations, several gaps in the provision of its services were identified. The objective is to develop actions to correct them, so that it meets customer expectations, ensuring satisfaction and loyalty. Another important aspect that was identified in the research is the identification of the College's strengths, which can be used as a competitive advantage over its competitors. Therefore, it was concluded that the performance of the institution studied in relation to the expectations of family members about the quality of service presented gaps in four of the five dimensions.