Avaliação dos serviços prestados no Juizado Especial Federal de Campina Grande – PB.

Abstract

The performance evaluation in the public sector is a relatively new subject. Administrative reform has imposed on public managers need to assess its performance. The challenge of quality of service in public administration is to raise the standard of services provided to citizens, since this is becoming more demanding and aware of their rights. This work has as main objective to analyze the extent to which the Federal Special Court de Campina Grande is meeting the needs of users in relation to the services provided. The research is based on the SERVQUAL model, analyzing the type of service offered to citizens seeking the Special Court. The model defines 22 variables divided into five dimensions: tangibility, reliability, responsiveness, assurance and empathy. Indicators of overall satisfaction of customers served demonstrate the relative dissatisfaction perceived by users. Thus some aspects need further attention by the administrators of services, so you can achieve excellence expected by the citizen-customer services.