A qualidade dos treinamentos na percepção do técnico administrativo em educação e a relação com a satisfação e a qualidade de vida no trabalho
The objective of this research was to evaluate the quality of training and qualification services offered by a public educational institution by comparing the expectations and experience of the server client and their relationship with satisfaction in the work environment and the quality of life at...
| Autor principal: | ALVES, Sabrina Bianca da Silva |
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| Grau: | Dissertação |
| Idioma: | por |
| Publicado em: |
Universidade Federal do Pará
2024
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| Acesso em linha: |
https://repositorio.ufpa.br/jspui/handle/2011/16488 |
| Resumo: |
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The objective of this research was to evaluate the quality of training and qualification services offered by a public educational institution by comparing the expectations and experience of the server client and their relationship with satisfaction in the work environment and the quality of life at work. To evaluate the effectiveness of the training program at the institution location of this research, the SERVQUAL model was used, which is a questionnaire composed of 22 questions that encompass 5 dimensions of quality. The SERVQUAL model has proven effective in assessing service quality and identifying gaps that need to be addressed to improve the organization's performance. To identify the level of satisfaction of employees with their work, the QWLQ-bref questionnaire was applied, which assesses four domains of quality of life at work (QWL). The results revealed a positive correlation between the quality dimensions of the training service and the QWL domains, corroborating the studies carried out and highlighted in this research. The existing gaps between expectations and results related to the quality of the training service were also confirmed. As a suggestion for future research, it is suggested to apply the questionnaires to other units in the federal public sphere with the aim of promoting generalization and reducing biases. |