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

Autores

  • Givanildo Silva Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da FURB, SC, Brasil. E-mail: [email protected]
  • Jonas Fernando Petry Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal do Amazonas - UFAM, AM, Brasil. E-mail: [email protected]
  • Gustavo da Rosa Borges Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal dos Pampas – UNIPAMPA, RS, Brasil. E-mail: [email protected]
  • Gérson Tontini Pós-doutorado em administração na Califórnia State University (2003). Pós-doutorado em administração na Halmstad University, Suécia, (2015). Doutorado em Engenharia Mecânica pela Universidade Federal de Santa Catarina - UFSC. Professor da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. E-mail: [email protected]
  • Vania Tanira Biavatti Doutora em Ciências Sociais-Políticas pela Pontifícia Universidade Católica de São Paulo. Professora da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC, Brasil. E-mail [email protected]

DOI:

https://doi.org/10.19177/reen.v11e2201823-55

Palavras-chave:

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

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.

Biografia do Autor

  • Givanildo Silva, Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da FURB, SC, Brasil. E-mail: [email protected]

    Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da FURB, SC, Brasil. E-mail: [email protected]

  • Jonas Fernando Petry, Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal do Amazonas - UFAM, AM, Brasil. E-mail: [email protected]

    Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal do Amazonas - UFAM, AM, Brasil. E-mail: [email protected]

  • Gustavo da Rosa Borges, Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal dos Pampas – UNIPAMPA, RS, Brasil. E-mail: [email protected]

    Doutor em Ciências Contábeis e Administração pela Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. Professor da Universidade Federal dos Pampas – UNIPAMPA, RS, Brasil. E-mail: [email protected]

  • Gérson Tontini, Pós-doutorado em administração na Califórnia State University (2003). Pós-doutorado em administração na Halmstad University, Suécia, (2015). Doutorado em Engenharia Mecânica pela Universidade Federal de Santa Catarina - UFSC. Professor da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. E-mail: [email protected]

    Pós-doutorado em administração na Califórnia State University (2003). Pós-doutorado em administração na Halmstad University, Suécia, (2015). Doutorado em Engenharia Mecânica pela Universidade Federal de Santa Catarina - UFSC. Professor da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC. E-mail: [email protected]

  • Vania Tanira Biavatti, Doutora em Ciências Sociais-Políticas pela Pontifícia Universidade Católica de São Paulo. Professora da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC, Brasil. E-mail [email protected]

    Doutora em Ciências Sociais-Políticas pela Pontifícia Universidade Católica de São Paulo. Professora da Fundação Universidade Regional de Blumenau - FURB, Blumenau, SC, Brasil. E-mail [email protected]

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2019-04-26

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