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ANÁLISE DA IMPORTÂNCIA E DO DESEMPENHO DOS SERVIÇOS DA REDE MUNICIPAL DE EDUCAÇÃO DE SANTA CATARINA.
- Source :
-
Revista Eletrônica de Estratégia & Negócios . mai-aug2018, Vol. 11 Issue 2, p23-55. 33p. - Publication Year :
- 2018
-
Abstract
- The matrix importance-performance analysis (IPA) is an analytical technique for attributes to evaluate that produces prescriptions for managing customer satisfaction. The goal of this study was to investigate perceptions of the attributes of quality and satisfaction of parents about the services provided by the Municipal Education Network of the municipality of Rio do Sul (SC). With a research application, the quality of service and the satisfaction of parents were evaluated by six dimensions and 43 attributes. The results empirically demonstrate that managerial implications require urgent actions in 11 attributes that are of high importance and low performance. [ABSTRACT FROM AUTHOR]
Details
- Language :
- Portuguese
- ISSN :
- 19843372
- Volume :
- 11
- Issue :
- 2
- Database :
- Academic Search Index
- Journal :
- Revista Eletrônica de Estratégia & Negócios
- Publication Type :
- Academic Journal
- Accession number :
- 138407889
- Full Text :
- https://doi.org/10.19177/reen.v11e2201823-55