The quality of services provided by public institutions is often questioned by various stakeholders such as media and consumers. Differently of the traditional consumer goods, services need appropriate evaluation method to then, effectively, propose an action plan that meets the expectations of internal and external stakeholders. Given this situation, the quality of services provided in the various institutional levels becomes problematic issue in society, in institutions and in this study, as well as the satisfaction of its users. This work aims to identify the quality of services performed in a undergraduate coordination and the satisfaction of academics with the coordination seeking to verify the relationship between them. For both, were used for collection data Service Quality Model, known as SERVPERF (Cronin & Taylor, 1992) developed from SERVQUAL (Parasuraman et.al., 1990) and based on the perception of service performance and Satisfaction Model of Oliver (1980). The results show that academics consider the professional relationship and the temporal relationship as dimensions that more impact on satisfaction.
Academic, Course Coordination, Satisfaction, Service Quality, SERVPERF.
Radons, D., Battistella, L., Grohmann, M. y Penna, R. (2012). A Qualidade dos Serviços da Coordenação de um Curso de Graduação e o Nível de Satisfação dos Acadêmicos. REICE. Revista Iberoamericana sobre Calidad, Eficacia y Cambio en Educación, 10 (3), pp. 45-57.
http://www.rinace.net/reice/numeros/arts/vol10num3/art3.pdf. Cited (Date).