A estrutura do serviço público na visão do usuário: um estudo de caso na Secretaria de Infraestrutura e Serviços Urbanos de Currais Novos-RN

• Autor(a) principal: Medeiros, Marcelo Vieira de
• Data de Publicação: 2018
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43450
• topic: Qualidade; Quality; Gestão Pública; Public Administration; Metodologia; methodology; SERVQUAL; SERVQUAL

This article evaluates the quality in the services rendered by the Works Fiscalization Sector of the Infrastructure and Urban Services Municipal General Office, city of Currais Novos/RN, aiming to measure how the users evaluate the customer service on the part of the public servants and to suggest strategies of performance to solve the possible difficulties found in that workplace. It is justified for the lack of local studies about this subject in the public area of the municipal district of Currais Novos, as well as to contribute to the organizational efficiency and effectiveness, pointing out solutions for the problem in focus. The methodology included descriptive and bibliographical researches, field research for collection and analysis of data. The universe of the research was composed by the users of the Works Fiscalization Sector, who evaluated the quality of the services rendered through the application of a closed type questionnaire, based on the SERVQUAL methodology with minimum and maximum quality evaluation criteria. The results revealed the level of the users' satisfaction/dissatisfaction with the quality of the services carried out by the investigated section, under several points of view, resulting in a diagnosis that induces to reflections on improvements to be implanted, aiming to a more courteous and efficient service, being eflected positively in the users’ concept concerning the public service.