• Abstract

    SERVQUAL IN EDUCATIONAL INSTITUTIONS: A COMPARATIVE ANALYSIS OF ITS APPLICATIONS

    This study deals with quality evaluation in education, and the application of the SERVQUAL scale in teaching institutions. It analyzes the uses of SERVQUAL in the educational context, and its adaptation proposals. It gives comparative analyses, suggestions and criticism aimed at promoting the most effective use of this tool. A bibliographical review was carried out of national and international publications, identifying thirteen works of interest. As a result, it was observed that SERVQUAL has been widely used to evaluate higher education and courses in Business Administration. In the studies analyzed, the tool underwent various adjustments to meet the different objectives and approaches. The final considerations offer a reflection on the limitations and possibilities for the use of the scale in education.

Revista Alcance

Revista Alcance is a Brazilian free access journal, published every four months, linked to the Graduate Program in Administration and the Professional Master’s degree in Administration, Internationalization and Logistics Program of the University of Vale do Itajaí – Univali. We seek to publish theoretical-empirical and technological articles in the areas of Business Administration. Different theoretical and methodological perspectives are welcome, as long as they are consistent with and relevant to the development of the area.

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