A percepção dos beneficiários quanto à qualidade da assistência estudantil: uma análise a partir das ações da Universidade Federal de Santa Maria no campus sede

Abstract

The present study aimed to analyze the quality of Student Assistance (SA), based on the actions developed by Federal University of Santa Maria (UFSM) at the main Campus, through the perception of beneficiaries who have Socioeconomic Benefit (SB) and who are residents of the UFSM Student House. The theoretical foundation consists of four main topics: chronology of antecedents and development of Student Assistance; the National Student Assistance Program (PNAES); the quality of service provision; and the dimensions of quality based on the SERVPERF tool. In the collection of primary data, semi-structured interviews were carried out with enrolled students, who have active BSE and residents of the University Student House (USH). The structure of the semi-structured interview is organized according to the five dimensions of quality, considering the theoretical basis adapted from the SERVPERF scale to capture the perception after using the service. Data analysis was performed using Content Analysis, with the Analysis Category “Quality of the SA” and the subcategory “Perceived Quality”, defined a priori. As main results found were satisfaction and recognition in general in relation to the services offered by the SA of UFSM, the physical structures of its programs are sufficient, but with improvements to be implemented, the different nuances of perception about the reliability and guarantee in the execution of the services, varying according to the program. In addition, in terms of promptness and empathy, the individuality applied to each of the programs offered and the need for constant improvements in these programs are demonstrated, which require an increasingly humanized and individualized look. Thus, for the PNAES to achieve its objectives, the many areas need to be constantly monitored, so that UFSM can adapt the SA actions carried out to the needs of its beneficiaries.