O significado das dimensões da qualidade de serviço na percepção dos sujeitos participantes de um curso na modalidade a distância: um estudo de caso do curso piloto de bacharelado em administração da UFV
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Data
2010-07-09
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Universidade Federal de Viçosa
Resumo
Este trabalho visa à identificação do significado das dimensões da qualidade do processo ensino-aprendizagem no método do ensino a distância, de acordo com a percepção dos sujeitos envolvidos neste processo. A inclusão dos sujeitos envolvidos no curso segue conforme a teoria das representações sociais. O estudo se refere ao curso de Administração a distância, que é oferecido pela UFV, através de um projeto-piloto conveniado com a Universidade aberta do Brasil, esta por sua vez, filiada ao ministério da Educação. A busca do significado das dimensões da qualidade, conforme os sujeitos envolvidos no curso, segue uma abordagem qualitativa, onde as experiências vividas, e percepções dos sujeitos são destacadas, através da analise de conteúdo. Pretendeu-se através deste estudo obter uma visão multifacetada sobre a qualidade percebida de modo a suprir a necessidade de se estabelecer critérios mais realistas para futuras avaliações desse e de outros cursos na modalidade a distância. O estudo mostra que o modelo das cinco dimensões foi capaz de mostrar de forma detalhada os principais apontamentos dos sujeitos participantes em relação ao curso em questão, dentro da instituição do estudo de caso. Apesar disto, mostrou-se insuficiente para determinar todos os critérios assinalados por todos os sujeitos, já que não leva em consideração as dimensões de “Gestão”, e “pedagógica”.
This work aims on the identification of the meaning of the Quality dimensions of the teaching-learning process in the e-learning method, according to the perceptions of individuals involved in this process. The inclusion of subjects involved in the course goes by the theory of social representations. The study refers to the e-learning Administration course, which is offered by UFV, through a pilot project operating under agreements with the Open University of Brazil, which is also affiliated to the Education Department. The search for the meaning of the quality dimensions. according to the subjects involved in the course, follows a qualitative approach, where the experiences and perceptions of these individuals are highlighted through the content analysis. It was intended through this study to get a multifaceted view on the perceived quality in order to meet the necessity to establish more realistic criterias for future evaluations of this and other courses using the e-learning method. The study shows that the five dimensions model was able to show in detail the major points of the participating subjects in regard to the analyzed course, within the institution of the case study. Despite this, it was insufficient to determine all the criteria mentioned by all subjects, since the study does not take into account the "Management" and "Educational" dimensions.
This work aims on the identification of the meaning of the Quality dimensions of the teaching-learning process in the e-learning method, according to the perceptions of individuals involved in this process. The inclusion of subjects involved in the course goes by the theory of social representations. The study refers to the e-learning Administration course, which is offered by UFV, through a pilot project operating under agreements with the Open University of Brazil, which is also affiliated to the Education Department. The search for the meaning of the quality dimensions. according to the subjects involved in the course, follows a qualitative approach, where the experiences and perceptions of these individuals are highlighted through the content analysis. It was intended through this study to get a multifaceted view on the perceived quality in order to meet the necessity to establish more realistic criterias for future evaluations of this and other courses using the e-learning method. The study shows that the five dimensions model was able to show in detail the major points of the participating subjects in regard to the analyzed course, within the institution of the case study. Despite this, it was insufficient to determine all the criteria mentioned by all subjects, since the study does not take into account the "Management" and "Educational" dimensions.
Descrição
Palavras-chave
Ensino à Distância - EAD, Dimensões da qualidade de serviços, Curso piloto de bacharelado em administração-EAD, E-learning method, Quality’, s dimensions of service, Course of bachelor in business administration
Citação
VIEIRA, Marcelo Mendonça. The significance of the quality’s dimensions of service as perceived by participants of a e-learning course: a case study of the pilot course of the UFV bachelor in business administration. 2010. 150 f. Dissertação (Mestrado em Administração Pública) - Universidade Federal de Viçosa, Viçosa, 2010.