Gestão da qualidade: uma análise do serviço de atendimento da Polícia Civil do Município de Sumé – PB.

Abstract

Currently one of the major problems of society is the rise of crime, generating fear in society with the lack of security. This situation has caused a great demand for the services of the Civil Police, resulting in a great demand. With this scenario the public institutions have demonstrated an inability in achieving its services, resulting in unsatisfactory levels for the community, and low standard of quality service. Thus we will discuss the concerns and reclaims population regarding attendance of service by the Civil Police in the city of Sumé, PB. This analysis is descriptive and quantitative in nature, is based on bibliographic studies and field research, data were collected through questionnaires and site visits. This study aims to analyze the quality in customer service Civil Police in the city of Sumé, PB, to identify the degree of satisfaction of the customers / users. Considering the results of the research, one can observe several factors that led to a dissatisfaction of services before the Police Civil populace.Through surveys that capture the perceptions of the civil police, may even be valuable tools to improve the relationship with society, improving the corporate image of the institution. Therefore population assessment is an important tool for the civilian policecanidentifytheirmainproblemsandthusseekpossiblesolutions.