A qualidade dos serviços prestados por uma instituição de ensino superior federal na visão de seu corpo discente

Abstract

This study investigates the quality of services provided by a public Higher Education Institution (HEI), focusing on the perceptions of students at the Federal University of Pelotas (UFPel). The SERVPUBLIC scale was used, which evaluates seven dimensions: Tangible Aspects, Reliability, Relationship, Public Value, Transparency, Equality and Legality, and Satisfaction. A quantitative approach was followed, with a questionnaire administered to 1,265 students, of which 1,156 responses were valid. The primary objective was to identify the factors influencing student satisfaction and how these elements impact their retention at the institution. The data analysis included descriptive statistical methods and structural equation modeling, aiming to validate the hypothesis that there is a positive and statistically significant relationship between the evaluation of UFPel's educational service and students' retention at the institution. The results indicated that student satisfaction was the most relevant factor, with a strong correlation between positive perceptions of services and the decision to continue at the university. The Reliability dimension also stood out, demonstrating that students' trust in the institution is essential for their academic continuity. Additionally, Transparency and Equality and Legality were found to be fundamental in promoting a fair and clear academic environment, reinforcing institutional trust and student retention. The inclusion of the construct Student Retention in the model emphasized the relevance of various qualitative factors for institutional success, showing that the perception of service quality affects not only immediate satisfaction but also students' long-term decision to remain at the university. In conclusion, the research provides strategic guidelines for UFPel to improve its services and increase student retention, strengthening its commitment to academic and administrative excellence.