Qualidade de serviço educacional no ensino remoto emergencial: uma análise no curso de Marketing do IFRN à luz do modelo SERVQUAL

Abstract

The general objective of the research is to analyze the quality level of emergency remote education (ERE) in the view of students in the marketing technology higher education course at the IFRN campus Natal - Zona Norte. To this end, a descriptive research was conducted, conducted by a survey with a quantitative approach. Data were collected through a questionnaire applied with the help of google forms, with 83 students from CST in Marketing at IFRN. The data were analyzed using descriptive statistics, averaging test and multiple regression analysis, using the Stata 16.0 Software. The results indicate for the superior expectation the perception in all dimensions. However, relatively high values were identified on average for the perception of quality, which show that students positively perceive the services offered by the higher education institution. Some predictors of the perception and expectation of students about the quality of educational services provided by the studied course were identified, based on the variables that characterize these students and evaluated their adaptation to the ERE model. Among these relationships, the influence of the academic performance index, the student's ability to reconcile daily tasks with the ERE, among others, stood out. Finally, the results measured in this research indicate that the educational services provided by the CST in Marketing at the IFRN, despite the challenges of the pandemic, have achieved good levels of quality in the perception of its students.