Mensuração da qualidade em serviços por meio da escala SERVQUAL: um estudo de caso.

Abstract

Organizations are increasingly concerned about the quality of products and services offered in the pursuit of customer satisfaction, when one considers the private sector and users in regard to public organizations. In this context, the federal government has sought to include in its organizational goals, develop strategies that will minimize problems in provision of public services, especially in the context of Social Security. So, were determined as strategic drivers for improving citizen service user aspects such as social empowerment, excellence in service and focus on management and social control of the offered services. In this context, this study sought to answer whether the quality of care provided in the INSS agency of Pau dos Ferros/RN meets user expectations. Its overall purpose was to analyze the quality of services provided by the agency, in the view of users. And specific objectives: to describe the profile of the users, to know, in view of these, the expectations and perceptions of the physical and human elements of the offered services and demonstrate the level of quality of services, using the dimensions of SERVQUAL, as parameters qualitative evaluation. The research was classified as descriptive, exploratory, case study and ex post facto. The study universe was formed by members of the INSS agency. The sample was fixed at 224 users, defined as the determinant of the sample constant market research SEBRAE/MG manual table. Data were collected through structured interview and for processing the data quali-quantitative method was used, and the theoretical basis of assessment tool SERVQUAL. The data revealed that users' expectations are high regarding perceptions, and there is variation between the tangible and intangible aspects. Regarding the dimensions assessed the quality of service was satisfactory, deserving attention to the display timeout, which was rated as unacceptable. Thus, it was concluded that the quality of services is satisfactory, but not ideal by users. The research pointed to the implementation of actions to reduce the gaps between expectations and perceptions. It was also signaled that other research papers grounded in the theory of used assessment tool for the studied organization, or other organizations to provide relevant service can be performed.