标题：EVALUATION OF QUALITY OF SERVICE IN AN INSTITUTION OF HIGHER EDUCATION: A COMPARATIVE STUDY OF THE PROSPECTS FOR INTERNAL AND EXTERNAL COSTUMERS BY USING THE SERVQUAL TOOL.
摘要：The expansion and professionalization of private higher education has led the Brazilian colleges and universities to invest in best management practices and improve the quality of their services. The literature on services emphasizes the importance of staff as key in achieving a high level of quality. In this paper, the Servqual tool was applied to evaluate the quality of support and infrastructure services of a small institution of higher education in the Great São Paulo from the point of view of its internal costumers (teachers) and external (students), in order to identify the possible existence of correlation between the responses of both groups. Data analysis led us to observe a similar level of expectative in both groups. However, there was a greater dissatisfaction on behalf of the students, especially in reliability and security attributes.
