Construção e validação de escala de qualidade de ensino e serviços: um estudo com alunos de cursos de graduação em Administração de Empresas

ABSTRACTThe growing expansion of Brazilian higher education observed in recent years, particularly with regard to the participation of the private sector, has demanded more attention to the quality of services offered by Higher Education Institutions (IES). The aim of this work is the construction and validation of a scale for the evaluation of students’ perceptions about the quality of the undergraduate degree in business administration, which is the country’s largest number of students, using a convenience sample of 479 students in Business Administration in five IES in São Paulo city. The data were analyzed according to Structural Equation Modeling, with a second-order construct (QUALI - quality) according to the measurement model PLS-PM. The results obtained showed the validation of the scale, since it measures what it purports to measure, and statistical tests or quality indicators of the model show that the scale is reliable and can be used to measure other IES