Evaluation of educational using the SERVQUAL model

Abstract

The SERVQUAL model was used for an educational evaluation with students of a post-graduate course lato sensu at an institution in Parana state. There the strategy for attracting students is based on the flexibility of courses offered, class schedules and options for payment. Relevance of this work is related to the fact that improvement of an educational system depends upon evaluations and that these lack adequate and comprehensive models to provide comparable, dependable and relevant parameters for managerial and pedagogical decisions. Results stress that the institution generally meets expectations. However, some critical aspects, subject to improvement, were noted and utilized to discuss the quality of education in business administration schools.