Análise da qualidade percebida, satisfação e lealdade do esporte extracurricular em instituições de ensino

• Ano de defesa: 2015
• Autor(a) principal: Oliveira, Luciana Melloni Rocco de
• Orientador(a): Mazzei, Leandro Carlos
• Banca de defesa: Tsukamoto, Mariana Harumi Cruz , Brandão, Marcelo Moll
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Nove de Julho
• Programa de Pós-Graduação: Programa de Mestrado Profissional em Administração - Gestão do Esporte
• Departamento: Administração
• País: Brasil
• Palavras-chave em Português: esporte extracurricular; lealdade; qualidade percebida; satisfação
• Palavras-chave em Inglês: extracurricular sport; loyalty; perceived quality; satisfaction
• Área do conhecimento CNPq: ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS
• Link de acesso: http://bibliotecatede.uninove.br/handle/tede/1114

Clearly, the Brazilian education has grown in recent years occupying mainly from the 90, an important part of the services market in relation to the national economy. According to the school census conducted by the Ministry of Education in the years 2012 and 2013, the private school has increased its enrollment by 3.5 % while the public decreased 1.9 %. With this fact increased competition among educational institutions, with a significant increase in the number of institutions over long period. It became necessary to seek alternative services and invest in diversified and complementary activities that awaken the interest of their consumers. Thus favored the growth and development of extracurricular sports that are optional and extend the semester students. Analyzing these facts, this design for the dissertation aims to understand the impacts of the perceived quality of service of this kind of sport, adherence and compliance of the same from the view of parents. The research will be conducted in four private elementary and secondary education, the southern city of São Paulo. The method is quantitative with the use of the SERVQUAL scale of perceived quality. This analysis was statistics by multiple linear regression with SPSS 22 and Excel software. The sample is non-probabilistic convenience. The results show that the consumer has a positive perception of the quality of extracurricular sport service, is pleased with it and with the institution, but it is not fair or service and not the institution.