PROPOSTA DE MODELO PARA AVALIAÇÃO DA QUALIDADE DOS SERVIÇOS PRESTADOS POR PEQUENAS EMPRESAS DE USINAGEM E MANUTENÇÃO INDUSTRIAL

• Autor(a) principal: Netto, Morvam dos Santos
• Data de Publicação: 2014
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal Fluminense (RIUFF)
• Texto Completo: https://app.uff.br/riuff/handle/1/20563
• topic: Pequenas empresas; Qualidade em serviços; Empresas de usinagem e manutenção; Modelo de avaliação; Small companies; Quality in services; Machining and maintenance companies; Evaluation model; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

This study proposes a model for the evaluation of the quality of services provided by machining and industrial maintenance s small companies, aiming the existence of this gap in the literature and the comprehension of the importance of small companies in this service section in the socioeconomic context of the country. In this study, it is understood that machining and industrial maintenance s services encompass: repair (corrective maintenance) of equipment, involving dismantling, failure diagnosis, machining operations, conformation operations, welding processes, installation and testing of the maintained equipment. Grounded in the dimensions and items of the SERVQUAL scale adapted these companies cycle of services, the proposed model of evaluation is composed by a structured questionnaire with open and closed questions, plus a semi-structured guide to the direct interview. In the questionnaire three blocks are considered, each one with an instructive text. Therefore, it is a model that considers the interfaces of the relationship between client/provider, the peculiarities of the section of machining and industrial maintenance services and the company size. Aiming its validation, it was developed a case study that proposed the application of the model in a machining and industrial maintenance small company. A detailed analysis of the results obtained through the questionnaire allowed it to measure the reliability of the tool according to the Cronbach s Alpha coefficient and to identify the points in which the performance of the services were below the clients expectation. Aiming to identify the items considered more critical and which should be prioritized in order to make the provided services better, the Quartis s Analysis technique was used. Complementary to the qualitative data analysis, obtained with the interview contributed to investigate the percentage frequency of the clients that would recommend the company and the respective motivation, as well as the main attributes generators of satisfaction/dissatisfaction with these services providers, according to the perception of managers of different departments of the companies/clients.