Trabalho de Conclusão de Curso de Especialização
A qualidade dos serviços e seu impacto na satisfação dos acadêmicos do curso de graduação em Física no ano de 2011
Autor
Penna, Raquel Freitas
Institución
Resumen
This work aims to identify the quality of services performed incoordination of undergraduate and satisfaction with thecoordination of academic, trying to propose a policy of efficient and satisfactory service. The following factors were used to collectdata in the Service Quality Model, known as SERVPERF (Croninand Taylor, 1992) developed from SERVQUAL (Parasuramanet.al., 1990) and based on the perception of service performanceand the Model Satisfaction Oliver (1980).