Resumen

LESTE, Mário Roberto  y  VITTORIO, Wanderley. Aplicação de modelo para avaliação da qualidade em educação: o caso de programas de pós-graduação e pesquisa em economia. Ensaio: aval. pol. públ. educ. [online]. 1996, vol.04, n.11, pp.149-157. ISSN 0104-4036.

This paper is based on the model developed by Parasuraman, Zeithaml & Berry (1985) which is of paramount importance in the literature of services quality. Four postgraduate and research programs in Economics were evaluated according to the users' view. The qualitative research identified the determinant factors of service quality in the context of postgraduate and research programs in Economies. The quantitative research measured expectations and perceptions as well as the statistical differences between them which were called "quality gaps". Factors associated with significant gaps should be the focus of a Quality Improvement Program.

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