Percepção da qualidade na prestação dos serviços jurisdicionais: estudo de caso com jurisdicionados da sede da comarca de Sousa, Estado da Paraíba.

Abstract

Customer satisfaction has constituted a central aspect to the success of organizations and to the success of public policies. This work had as its purpose to assess the satisfaction of users as to the quality of judicial services provided at the headquarters of Comarca de Sousa, Paraiba State, focusing on various aspects involved with this service, since the external environment to the hours of operation. The quantitative methodology supported a cut of the SERVQUAL Model used and the data were weighed across the Likert scale. The results suggest that the provision in relation to the main aspects that involve these services falls short of the demands of the consuming public in some respects, surprising as positive, in others. The results demonstrated that customers are more satisfied with the factors related to the body of servers, than with others, including facilities and technological resources. Among the items surveyed, the functional body was best assessed. More dissatisfied customers are the highest level of education, age and females. The work also brought an overview as the main administrative innovations drawn by new Judicial Organization Act of the State, by the National Council of Justice and the Court of Justice of Brazil, through its strategic plan, without, however, have them post the measurement this research because they are still recent and fairly unknown to the general public. On the aspects of old claims of class of lawyers, as hours of operation, the dissatisfaction remains evident.