SERVQUAL IN EDUCATIONAL INSTITUTIONS: A COMPARATIVE ANALYSIS OF ITS APPLICATIONS

Authors

  • Tânia M. Veludo-de-Oliveira Universidade de São Paulo
  • Ana Akemi Ikeda Universidade de São Paulo

DOI:

https://doi.org/10.14210/alcance.v14n2.p189-206

Abstract

This study deals with quality evaluation in education, and the application of the SERVQUAL scale in teaching institutions. It analyzes the uses of SERVQUAL in the educational context, and its adaptation proposals. It gives comparative analyses, suggestions and criticism aimed at promoting the most effective use of this tool. A bibliographical review was carried out of national and international publications, identifying thirteen works of interest. As a result, it was observed that SERVQUAL has been widely used to evaluate higher education and courses in Business Administration. In the studies analyzed, the tool underwent various adjustments to meet the different objectives and approaches. The final considerations offer a reflection on the limitations and possibilities for the use of the scale in education.

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Issue

Vol. 14 No. 2(Mai-Ago) (2007)

Section

Article

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