Avaliação da qualidade em serviço público: um estudo de caso no Centro de Referência de Assistência Social (CRAS) de Tenente Ananias / RN.

Abstract

The service sector has grown considerably worldwide . The evolution of society , globalization and technological advances are factors that have contributed to the outstanding growth of the industry and its strong performance throughout the world . In Brazil , this segment is responsible for the majority of jobs , representing in 2009 , 67.4 % of Gross Domestic Product ( GDP) , according to the National Confederation of Service ( CNS ) . Within the public service , the state has sought to include in Public Administration , strategies to improve the quality of their activities , indicating quality parameters according to local specificities , in order to ensure users with a personalized, responsive service, with differentials in service and high level of solving , demystifying the idea of slowness and inefficiency of público.Esta search service is measuring the quality of a state public unit , focused on the provision of social welfare services. For that were raised in the literature , concepts , theories and models of tools that could measure the quality of serviço.Para to execute the research , was chosen valuation method SERVQUAL , since this is the tool that most resembled the case the analyzed company . The study identified the profile of the respondents of the organization , comparing their expectations and perceptions of service offered and identify operational barriers that compromise the quality of the results provided serviço.Estes the institution , meet the real needs of their users, their expectations and perceptions of service expected and received eos strengths and weaknesses of the organization , and serve as a basis for development and effective development of an action plan to improve the quality of their services.