Percepção da qualidade dos serviços de secretarias de graduação de uma autarquia educacional após a adoção do instituto de flexibilização de horário

• Ano de defesa: 2019
• Autor(a) principal: PAULO, Natália Ribeiro Lopes de
• Orientador(a): BATISTA, Wagner Roberto
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal do Triângulo Mineiro
• Programa de Pós-Graduação: Programa de Mestrado Profissional em Inovação Tecnológica
• Departamento: Instituto de Ciências Tecnológicas e Exatas - ICTE::Programa de Mestrado Profissional em Inovação Tecnológica
• País: Brasil
• Palavras-chave em Português: Qualidade.; SERVQUAL.; Flexibilização de jornada.; Secretárias acadêmicas universitárias.; Instituições federais de ensino superior (IES).; Flexibilization of journeys.; Academic secretaries.; Federal institution of higher education (IES)
• Palavras-chave em Inglês: Quality.; SERVQUAL.
• Área do conhecimento CNPq: Administração Pública
• Link de acesso: http://bdtd.uftm.edu.br/handle/tede/814

The purpose of this study was to evaluate the quality of services offered by academics offices of a Federal Institution of Higher Education after being implanted a 30hour work week journey, comparing the user perception of undergraduate academic secretaries that adopted the flexible day with respect to those who still adopt the traditional journey. The research was done with teachers and students of the Federal University of TriânguloMineiro through a service quality evaluation instrument tool called SERVQUAL, the instrument was properly adapted to the services provided by the Federal Institution of Higher Education (IES) analyzed and applied to a sample of 815 users. The results showed that there was no difference of perception between secretaries that adopt the flexibilized journey and those that do not do yet. When combined the factors flexibilized journey and link with the institution, we observed a difference of perception only as to the tangible dimension, since that teachers who use secretaries of journeys that have not yet adopted flexibilization evaluated this dimension had lower scores than secretaries that adopt flexible working day. There was no difference in perception regarding gender, as for the factors link, duty shifting and journey of work, differences of perception were observed for some dimensions. Through the results obtained, the study also found that the services provided by the UFTM academic secretaries of courses are slightly below the expectations of users in all dimensions of quality, which reflects that the IES under analysis should take corrective measures in all dimensions evaluated in order to improve the quality of this services.