SERVQUAL, SELF-ASSESSMENT THE USE OF THE SERVQUAL MODEL FOR THE COMPOSITION OF SELF-ASSESSMENT IN HEI, CASE STUDY: FACULDADE DO LITORAL PARANAENSE - ISEPE

The present article intends to identify the levels of satisfaction of the Faculdade do Litoral Paranaense ISEPE, in order to assess the results in relation to the five Dimensions structured in the Self-assessment being the Tangible Dimensions of Confidence, Responsibility, Security and Empathy. With that it adapted the model SERVQUAL developed by Parasuraman, Zeithaml and Berry (2006) and with the scale of Likert establishing a structured questionnaire in order to establish a direct communication with the academics and users. The general objective of this work is to adapt this model to be used in the Institutional Self-Assessment process of the Faculdade do Litoral Paranaense - ISEPE Guaratuba, seeking to verify the feasibility of the use of these models. After the results obtained and analyzed during the research, it is necessary to appreciate the management of the Institution with the objective of improving the quality of the services provided by the Institution, which are included in the dimensions surveyed.