Quality evaluation in post-graduate diploma courses from the students' perspective: An exploratory study in Brazil
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- 作者：José ; Aní ; zio Rocha de Araú ; joa ; anizioaraujo@gmail.com" class="auth_mail" title="E-mail the corresponding author ; Judson da Cruz Gurgela ; judsongurgel@ufersa.edu.br" class="auth_mail" title="E-mail the corresponding author ; Wesley Vieira da Silvab ; wesley.vieira@pucpr.br" class="auth_mail" title="E-mail the corresponding author ; Sandro Derettic ; sandro.deretti@unespar.edu.br" class="auth_mail" title="E-mail the corresponding author ; Luciano Luiz Dalazenb ; ldalazen@yahoo.com.br" class="auth_mail" title="E-mail the corresponding author ; Claudimar Pereira da Veigab ; d ; claudimar.veiga@gmail.com" class="auth_mail" title="E-mail the corresponding author
- 关键词：Post-graduate diploma students ; Service quality ; SERVQUAL ; Higher Education Institutions ; Education management
- 刊名：The International Journal of Management Education
- 出版年：2016
- 出版时间：November 2016
- 年：2016
- 卷：14
- 期：3
- 页码：454-465
- 全文大小：533 K
文摘
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Post-graduate diploma courses represent an important segment in the Brazilian higher education context.
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Post-graduate diploma courses should place greater emphasis on quality services to promote students' satisfaction.
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Indicators and dimensions of Service Quality, based on SERVQUAL Model, in post-graduate diploma courses are examined in the Brazilian context.
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We propose twenty items present in five dimensions, according with SERVQUAL Model, that reflect quality perceived by students regarding post-graduate diploma courses.