%0 Journal Article
%T Tomada de Decis o usando o Analytic Hierarchy Process (AHP) para a Sele  o de um Curso para Concurso P¨²blico
%A Thiago Willy de Carvalho Andrade
%A Pedro Henrique Melo Albuquerque
%J TAC : Tecnologias de Administra£¿£¿o e Contabilidade
%D 2012
%I Associa??o Nacional de P¨®s-Gradua??o e Pesquisa em Administra??o
%X The decision-making process is based on customer evaluation of the features, quality attributes and available alternatives of products or services. This analysis is important for a company because it directly affects demand for their products. In particular, one service has been highlighted for being in great demand by Brazilian consumers: courses designed to prepare candidates for civil servant exams. This article sought to identify which are the main criteria that students consider when choosing a preparatory course, and to provide managers of these courses with a decision-making tool. We conducted an exploratory research in order to discover the key attributes of decision-making in the field of educational services. Using the AHP for multi-criteria decision making, we analyzed and compared data from questionnaires answered by managers and students from a preparatory course. The results indicated that the course manager and students held conflicting views concerning the value of course features. This demonstrates the need to align customers¡¯ desires and expectations with the resources offered by the institution in order to change the perceived reality.
%K decision-making
%K AHP
%K preparatory course for civil servant exams.
%U http://www.anpad.org.br/periodicos/arq_pdf/a_1321.pdf