Análise da Importância e do Desempenho dos Serviços da Rede Municipal de Educação de Santa Catarina Outros Idiomas

ID:
53596
Resumo:
A matriz de importância e desempenho para a análise dos atributos é uma técnica analítica utilizada que produz prescrições para o gerenciamento da satisfação dos clientes. O objetivo do estudo foi investigar as percepções dos atributos de qualidade e a satisfação dos pais com os serviços disponibilizados pela Rede Municipal de Ensino do município de Rio do Sul (SC). Com a aplicação de um survey, a qualidade do serviço e a satisfação foram avaliadas por seis dimensões e 43 atributos. Os resultados demonstram empiricamente que as implicações gerenciais requerem ações urgentes em 11 atributos que apresentaram alta importância e baixo desempenho.
Citação ABNT:
SILVA, G.; PETRY, J. F.; BORGES, G. R.; TONTINI, G.; BIAVATTI, V. T. Análise da Importância e do Desempenho dos Serviços da Rede Municipal de Educação de Santa Catarina . Revista Eletrônica de Estratégia & Negócios, v. 11, n. 2, p. 23-55, 2018.
Citação APA:
Silva, G., Petry, J. F., Borges, G. R., Tontini, G., & Biavatti, V. T. (2018). Análise da Importância e do Desempenho dos Serviços da Rede Municipal de Educação de Santa Catarina . Revista Eletrônica de Estratégia & Negócios, 11(2), 23-55.
Link Permanente:
http://www.spell.org.br/documentos/ver/53596/analise-da-importancia-e-do-desempenho-dos-servicos-da-rede-municipal-de-educacao-de-santa-catarina-/i/pt-br
Tipo de documento:
Artigo
Idioma:
Português
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