ADMINISTRATIVE SERVICES QUALITY IN PRIVATE HIGHER EDUCATION
DOI:
https://doi.org/10.22409/sbij.v1i95.52419Abstract
This research presents a study on the perception of students and professionals of the administrative technical staff of a private higher education institution, located in the State of Rio de Janeiro, on the quality of the administrative services provided, and aims to propose a plan for action using the Business Process Management (BPM) methodology. The methodology of this study was structured based on the literature review and the case study. The results showed gaps in the services provided and great dissatisfaction among students, which made it possible to carry out an action plan to improve the quality of administrative services.
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Published
2023-04-25
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