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ANÁLISE DA IMPORTÂNCIA E DO DESEMPENHO DOS SERVIÇOS DA REDE MUNICIPAL DE EDUCAÇÃO DE SANTA CATARINA.

Authors :
Silva, Givanildo
Fernando Petry, Jonas
da Rosa Borges, Gustavo
Tontini, Gérson
Tanira Biavatti, Vania
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