Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual
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Data de Publicação: | 2017 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Acta Scientiarum. Human and Social Sciences (Online) |
Texto Completo: | http://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/33550 |
Resumo: | This study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights. |
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Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological ServqualSociedade e qualidade de serviços: direitos fundamentais das pessoas em situação de rua sob o enfoque teórico-metodológico Servqualquality servicesterritorialitiessocializationhuman rightsqualidade em serviçosterritorialidadessocializaçãodireitos humanos.interdisciplinaridadePolítica socialEstado e SociedadeThis study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights. Este trabalho avalia a visão dos usuários do Centro de Referência Especializada para População em Situação de Rua (Centro Pop), de Vitória, em relação a qualidade dos serviços prestados, utilizando o método de Parasuraman, Zeithaml e Berry, o Servqual. Examina a Matriz Importância versus Desempenho como ferramenta para análise dos dados em relação às dimensões da qualidade: Confiabilidade, Empatia, Garantia, Receptividade e Tangibilidade. A metodologia deste estudo possui caráter descritivo-quantitativo com o uso do método de coleta survey. Os resultados obtidos nesta pesquisa evidenciam que os usuários consideram a dimensão Tangibilidade importante, mas, insatisfatória em termos da infraestrutura precária e mobiliário sucateado. As considerações finais trazem uma reflexão acerca da importância e da validade do método Servqual na esfera pública e sobre sua utilização como ferramenta para a tomada de decisão na gestão de serviços, corroborando com as ações de resgate da cidadania e consolidação dos direitos humanos. Universidade Estadual De Maringá2017-12-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPesquisa Empírica de Campo; quali-quantitativaapplication/pdfhttp://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/3355010.4025/actascihumansoc.v39i3.33550Acta Scientiarum. Human and Social Sciences; Vol 39 No 3 (2017); 223-233Acta Scientiarum. Human and Social Sciences; v. 39 n. 3 (2017); 223-2331807-86561679-7361reponame:Acta Scientiarum. Human and Social Sciences (Online)instname:Universidade Estadual de Maringá (UEM)instacron:UEMporhttp://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/33550/pdfCopyright (c) 2017 Acta Scientiarum. Human and Social Sciencesinfo:eu-repo/semantics/openAccessMiguel, Marcelo CalderariSilveira, Rogério Zanon da2018-03-06T09:10:10Zoai:periodicos.uem.br/ojs:article/33550Revistahttp://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/indexPUBhttp://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/oai||actahuman@uem.br1807-86561679-7361opendoar:2018-03-06T09:10:10Acta Scientiarum. Human and Social Sciences (Online) - Universidade Estadual de Maringá (UEM)false |
dc.title.none.fl_str_mv |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual Sociedade e qualidade de serviços: direitos fundamentais das pessoas em situação de rua sob o enfoque teórico-metodológico Servqual |
title |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
spellingShingle |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual Miguel, Marcelo Calderari quality services territorialities socialization human rights qualidade em serviços territorialidades socialização direitos humanos. interdisciplinaridade Política social Estado e Sociedade |
title_short |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
title_full |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
title_fullStr |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
title_full_unstemmed |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
title_sort |
Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual |
author |
Miguel, Marcelo Calderari |
author_facet |
Miguel, Marcelo Calderari Silveira, Rogério Zanon da |
author_role |
author |
author2 |
Silveira, Rogério Zanon da |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Miguel, Marcelo Calderari Silveira, Rogério Zanon da |
dc.subject.por.fl_str_mv |
quality services territorialities socialization human rights qualidade em serviços territorialidades socialização direitos humanos. interdisciplinaridade Política social Estado e Sociedade |
topic |
quality services territorialities socialization human rights qualidade em serviços territorialidades socialização direitos humanos. interdisciplinaridade Política social Estado e Sociedade |
description |
This study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-12-27 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Pesquisa Empírica de Campo; quali-quantitativa |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/33550 10.4025/actascihumansoc.v39i3.33550 |
url |
http://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/33550 |
identifier_str_mv |
10.4025/actascihumansoc.v39i3.33550 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
http://www.periodicos.uem.br/ojs/index.php/ActaSciHumanSocSci/article/view/33550/pdf |
dc.rights.driver.fl_str_mv |
Copyright (c) 2017 Acta Scientiarum. Human and Social Sciences info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2017 Acta Scientiarum. Human and Social Sciences |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Estadual De Maringá |
publisher.none.fl_str_mv |
Universidade Estadual De Maringá |
dc.source.none.fl_str_mv |
Acta Scientiarum. Human and Social Sciences; Vol 39 No 3 (2017); 223-233 Acta Scientiarum. Human and Social Sciences; v. 39 n. 3 (2017); 223-233 1807-8656 1679-7361 reponame:Acta Scientiarum. Human and Social Sciences (Online) instname:Universidade Estadual de Maringá (UEM) instacron:UEM |
instname_str |
Universidade Estadual de Maringá (UEM) |
instacron_str |
UEM |
institution |
UEM |
reponame_str |
Acta Scientiarum. Human and Social Sciences (Online) |
collection |
Acta Scientiarum. Human and Social Sciences (Online) |
repository.name.fl_str_mv |
Acta Scientiarum. Human and Social Sciences (Online) - Universidade Estadual de Maringá (UEM) |
repository.mail.fl_str_mv |
||actahuman@uem.br |
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1799317508963958784 |