Avaliando a relação entre qualidade percebida de serviços e recomendação no curso de administração de uma IES privada de Belo Horizonte

Abstract

The Brazilian higher education has showed strong growth over the past two decades. However, opportunities for growth and profit seeking offered commercial character to education, making that the quality of the courses did not follow the growing number of new vacant situations, especially in the private higher education institutions. In this context, this research was conducted with the graduating students of a private institution, in order to check the dimensions of quality, from a scale adapted from SERVPERF, influencing the recommendation of the course by respondents. Exploratory factor analysis returned different dimensions from those used in the original SERVPERF scale, resulting in a new structure for the educational context. Among the new dimensions identified, expanded service and reliability-empathy had a significant impact on recommendation. The study also showed that the tangible aspects and reliability constructs had no significant impact on recommendation.