Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA

Detalhes bibliográficos
Autor(a) principal: Lobato Neto, Manoel Pedro
Data de Publicação: 2022
Outros Autores: Martins, Harley dos Santos, Miranda, Rafaela Pimenta de
Tipo de documento: Artigo
Idioma: por
Título da fonte: Research, Society and Development
Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/29331
Resumo: This article aims to evaluate the quality of service provided by an online system of accident risk records of a metallurgical company in the city of Barcarena-PA, using the SERVQUAL model to quantify and compare users' expectations and perceptions. Based on this, two questionnaires were applied: The first, to collect data on expectations, and the second referring to users' perceptions. To carry out the data collection, the Google Forms tool and printed questionnaires distributed on the factory floor were used. Data processing was done in Microsoft Excel software, where it was possible to identify the main gaps in the system. In all, 48 people voluntarily participated in the satisfaction survey. Finally, the information was obtained and the results were explained in the conclusion. All the information later served as a basis for the development of a system improvement and migration project.
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spelling Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PAEvaluación de la Calidad de los Servicios de un Sistema de Registro de Riesgos en Línea de una Empresa Metalúrgica de la Ciudad de Barcarena-PAAvaliação da Qualidade dos Serviços de um Sistema Online de Registro de Riscos de uma Empresa Metalúrgica na Cidade de Barcarena-PASERVQUALCalidad de servicioClienteExpectativaPercepción.SERVQUALQualidade de serviçoClienteExpectativaPercepção.SERVQUALService qualityCustomerExpectationPerception.This article aims to evaluate the quality of service provided by an online system of accident risk records of a metallurgical company in the city of Barcarena-PA, using the SERVQUAL model to quantify and compare users' expectations and perceptions. Based on this, two questionnaires were applied: The first, to collect data on expectations, and the second referring to users' perceptions. To carry out the data collection, the Google Forms tool and printed questionnaires distributed on the factory floor were used. Data processing was done in Microsoft Excel software, where it was possible to identify the main gaps in the system. In all, 48 people voluntarily participated in the satisfaction survey. Finally, the information was obtained and the results were explained in the conclusion. All the information later served as a basis for the development of a system improvement and migration project.Este artículo tiene como objetivo evaluar la calidad del servicio prestado por un sistema en línea de registros de riesgo de accidentes de una empresa metalúrgica en la ciudad de Barcarena-PA, utilizando el modelo SERVQUAL para cuantificar y comparar las expectativas y percepciones de los usuarios. En base a esto, se aplicaron dos cuestionarios: El primero, para recoger datos sobre expectativas, y el segundo referido a las percepciones de los usuarios. Para llevar a cabo la recolección de datos, se utilizó la herramienta Google Forms y cuestionarios impresos distribuidos en el piso de la fábrica. El procesamiento de datos se realizó en el software Microsoft Excel, donde fue posible identificar las principales brechas del sistema. En total, 48 personas participaron voluntariamente en la encuesta de satisfacción. Finalmente se obtuvo la información y se explicaron los resultados en la conclusión. Toda la información sirvió posteriormente como base para el desarrollo de un proyecto de mejora y migración del sistema.O presente artigo tem como objetivo avaliar a qualidade do serviço fornecido por um sistema online de registros de riscos de acidentes de uma empresa metalúrgica na cidade de Barcarena-PA, utilizando o modelo SERVQUAL para quantificar e comparar as expectativas e percepções dos usuários. Com base nisso, foram aplicados dois questionários: O primeiro, para coletar dados sobre as expectativas, e o segundo referente às percepções dos usuários. Para realização da coleta dos dados, foi utilizado a ferramenta Google Forms e questionários impressos distribuídos no chão de fábrica. O tratamento dos dados foi feito no software Microsoft Excel, onde foi possível identificar os principais Gap’s do sistema. Ao todo, 48 pessoas participaram de forma voluntária da pesquisa de satisfação. Por fim, as informações foram obtidas e os resultados foram explanados na conclusão. Todas as informações, posteriormente, serviram de base para o desenvolvimento de um projeto de melhoria e migração do sistema.Research, Society and Development2022-05-05info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/2933110.33448/rsd-v11i6.29331Research, Society and Development; Vol. 11 No. 6; e49411629331Research, Society and Development; Vol. 11 Núm. 6; e49411629331Research, Society and Development; v. 11 n. 6; e494116293312525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/29331/25434Copyright (c) 2022 Manoel Pedro Lobato Neto; Harley dos Santos Martins; Rafaela Pimenta de Mirandahttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLobato Neto, Manoel PedroMartins, Harley dos SantosMiranda, Rafaela Pimenta de 2022-05-13T18:04:10Zoai:ojs.pkp.sfu.ca:article/29331Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:46:26.933568Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false
dc.title.none.fl_str_mv Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
Evaluación de la Calidad de los Servicios de un Sistema de Registro de Riesgos en Línea de una Empresa Metalúrgica de la Ciudad de Barcarena-PA
Avaliação da Qualidade dos Serviços de um Sistema Online de Registro de Riscos de uma Empresa Metalúrgica na Cidade de Barcarena-PA
title Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
spellingShingle Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
Lobato Neto, Manoel Pedro
SERVQUAL
Calidad de servicio
Cliente
Expectativa
Percepción.
SERVQUAL
Qualidade de serviço
Cliente
Expectativa
Percepção.
SERVQUAL
Service quality
Customer
Expectation
Perception.
title_short Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
title_full Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
title_fullStr Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
title_full_unstemmed Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
title_sort Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
author Lobato Neto, Manoel Pedro
author_facet Lobato Neto, Manoel Pedro
Martins, Harley dos Santos
Miranda, Rafaela Pimenta de
author_role author
author2 Martins, Harley dos Santos
Miranda, Rafaela Pimenta de
author2_role author
author
dc.contributor.author.fl_str_mv Lobato Neto, Manoel Pedro
Martins, Harley dos Santos
Miranda, Rafaela Pimenta de
dc.subject.por.fl_str_mv SERVQUAL
Calidad de servicio
Cliente
Expectativa
Percepción.
SERVQUAL
Qualidade de serviço
Cliente
Expectativa
Percepção.
SERVQUAL
Service quality
Customer
Expectation
Perception.
topic SERVQUAL
Calidad de servicio
Cliente
Expectativa
Percepción.
SERVQUAL
Qualidade de serviço
Cliente
Expectativa
Percepção.
SERVQUAL
Service quality
Customer
Expectation
Perception.
description This article aims to evaluate the quality of service provided by an online system of accident risk records of a metallurgical company in the city of Barcarena-PA, using the SERVQUAL model to quantify and compare users' expectations and perceptions. Based on this, two questionnaires were applied: The first, to collect data on expectations, and the second referring to users' perceptions. To carry out the data collection, the Google Forms tool and printed questionnaires distributed on the factory floor were used. Data processing was done in Microsoft Excel software, where it was possible to identify the main gaps in the system. In all, 48 people voluntarily participated in the satisfaction survey. Finally, the information was obtained and the results were explained in the conclusion. All the information later served as a basis for the development of a system improvement and migration project.
publishDate 2022
dc.date.none.fl_str_mv 2022-05-05
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/29331
10.33448/rsd-v11i6.29331
url https://rsdjournal.org/index.php/rsd/article/view/29331
identifier_str_mv 10.33448/rsd-v11i6.29331
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/29331/25434
dc.rights.driver.fl_str_mv Copyright (c) 2022 Manoel Pedro Lobato Neto; Harley dos Santos Martins; Rafaela Pimenta de Miranda
https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2022 Manoel Pedro Lobato Neto; Harley dos Santos Martins; Rafaela Pimenta de Miranda
https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Research, Society and Development
publisher.none.fl_str_mv Research, Society and Development
dc.source.none.fl_str_mv Research, Society and Development; Vol. 11 No. 6; e49411629331
Research, Society and Development; Vol. 11 Núm. 6; e49411629331
Research, Society and Development; v. 11 n. 6; e49411629331
2525-3409
reponame:Research, Society and Development
instname:Universidade Federal de Itajubá (UNIFEI)
instacron:UNIFEI
instname_str Universidade Federal de Itajubá (UNIFEI)
instacron_str UNIFEI
institution UNIFEI
reponame_str Research, Society and Development
collection Research, Society and Development
repository.name.fl_str_mv Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)
repository.mail.fl_str_mv rsd.articles@gmail.com
_version_ 1797052711888224256

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