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Identification of the dimensions of the quality in services: This work seeks to identify and assess the perception of customers students about the services provided in a Higher Education Institution HEI in Serra Gaucha, by identifying the attributes that have an impact on their satisfaction levels and the dimensions or factors related to quality that can be suggested in the search for a competitive differential in post-graduate specialization courses.
Identification of the attributes and, consequently, the qharta dimensions related to the services provided can help the institution prioritize its actions, by taking into consideration student perceptions, in the sense of raising its service quality, thus contributing to excellence in education, as well as customers retention students and consolidating its market position.
The results showed that there are six quality dimensions in the services provided and they can serve as a basis for the direction to be taken by HEI. Dimensions of service quality, educational services, customers satisfaction, customers dlmensao, customers loyalty. Los resultados obtenidos evidenciaron seis dimensiones de calidad de servicios, que pueden servir de base a direccionamientos de la IES.
Consoante isso, Oliver e Sasser Jr.
Assim, o presente trabalho foi realizado em duas fases: Totalmente insatisfeito” e “7. Discordo totalmente” e “7. Executive Excellencev. Perceived quality, customer satisfaction, market share, and profitability. National Quality Research Center. The University of Michigan, Customer satisfaction, market quwrta and profitability: Journal of Marketingv.
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The behavioral consequences of service quality. Balancing Customer Perceptions and Expectations. All the contents of this journal, except where otherwise noted, is licensed under a Creative Commons Attribution License. Services on Demand Journal. ABSTRACT This work seeks to identify and assess the perception of customers students about the services provided in a Higher Education Institution Dijensao in Serra Gaucha, by identifying the attributes that have an impact on their satisfaction levels and the dimensions or factors related to quality that can be suggested in the search for a competitive differential in post-graduate specialization courses.
How to cite this article.