Importance-performance analysis as a tool in evaluating higher education service quality: the empirical results of ESTiG (IPB)

Effective management depends on the ability to assess the quality of services provided. The models of quality management are applied in business and has been adapted for use in the education sector, based on the experiences lived by the students. Based on the literature review and empirical study, following the Importance-Performance Analysis, this study identifies the strengths and weaknesses of the School of Technology and Management of Bragança, from the perspectives and perceptions of students who attend the school. According to the results obtained it was concluded that students were satisfied with the performance and quality of services provided by the institution