AVALIAÇÃO DA QUALIDADE DO E-LEARNING: USO DO FUZZY SERVQUAL

Nara Medianeira Stefano, Lizandra Garcia Lupi Vergara, Nelson Casarotto Filho

Resumo


Este artigo teve o objetivo de avaliar a qualidade do e-learning em uma empresa que o utiliza como ferramenta de treinamento para seus colaboradores. Para isso foi utilizada a escala SERVQUAL integrada à teoria dos conjuntos fuzzy (FSERVQUAL). Foi elaborado e validado um instrumento de pesquisa (com expectativa versus percepção), com seis critérios e vinte e dois subcritérios. No entanto, os resultados mostraram que de forma geral existem gaps que podem ser melhorados, principalmente no que se refere às atitudes comportamentais do instrutor. Espera-se dessa forma, poder auxiliar na melhoria do e-learning que é utilizado na empresa, e assim ter colaboradores mais motivados a realizar suas tarefas.


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