ANALYSIS OF IMPORTANCE AND PERFORMANCE OF MUNICIPAL EDUCATION SERVICES IN SANTA CATARINA/ANALISE DA IMPORTANCIA E DO DESEMPENHO DOS SERVICOS DA REDE MUNICIPAL DE EDUCACAO DE SANTA CATARINA/ANALISIS DE IMPORTANCIA Y DESEMPENO DE LOS SERVICIOS DE LA RED MUNICIPAL DE EDUCACION DE SANTA CATARINA

The matrix importance-performance analysis (IPA) is an analytical technique for attributes to evaluate that produces prescriptions for managing customer satisfaction. The goal of this study was to investigate perceptions of the attributes of quality and satisfaction of parents about the services provided by the Municipal Education Network of the municipality of Rio do Sul (SC). With a research application, the quality of service and the satisfaction of parents were evaluated by six dimensions and 43 attributes. The results empirically demonstrate that managerial implications require urgent actions in 11 attributes that are of high importance and low performance.