ABRANTES, E. M. G.; http://lattes.cnpq.br/3916889319422221; ABRANTES, Elaine Maria Gomes de.
Résumé:
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.
