Tomada de Decis o usando o Analytic Hierarchy Process (AHP) para a Sele o de um Curso para Concurso Público

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.