COSTA, Andrea.; PEREIRA, Alexandre Wállace Ramos.; REGO, Sidnéia Maia de Oliveira.; MENEZES, Edivaldo Rabelo de.; SOUZA, José Paulo de.
Resumo:
Organizations are increasingly concerned about the quality of products and services offered in
the pursuit of customer satisfaction, when one considers the private sector and users in regard
to public organizations. In this context, the federal government has sought to include in its
organizational goals, develop strategies that will minimize problems in provision of public
services, especially in the context of Social Security. So, were determined as strategic drivers
for improving citizen service user aspects such as social empowerment, excellence in service
and focus on management and social control of the offered services. In this context, this study
sought to answer whether the quality of care provided in the INSS agency of Pau dos
Ferros/RN meets user expectations. Its overall purpose was to analyze the quality of services
provided by the agency, in the view of users. And specific objectives: to describe the profile
of the users, to know, in view of these, the expectations and perceptions of the physical and
human elements of the offered services and demonstrate the level of quality of services, using
the dimensions of SERVQUAL, as parameters qualitative evaluation. The research was
classified as descriptive, exploratory, case study and ex post facto. The study universe was
formed by members of the INSS agency. The sample was fixed at 224 users, defined as the
determinant of the sample constant market research SEBRAE/MG manual table. Data were
collected through structured interview and for processing the data quali-quantitative method
was used, and the theoretical basis of assessment tool SERVQUAL. The data revealed that
users' expectations are high regarding perceptions, and there is variation between the tangible
and intangible aspects. Regarding the dimensions assessed the quality of service was satisfactory, deserving attention to the display timeout, which was rated as unacceptable.
Thus, it was concluded that the quality of services is satisfactory, but not ideal by users. The
research pointed to the implementation of actions to reduce the gaps between expectations and
perceptions. It was also signaled that other research papers grounded in the theory of used
assessment tool for the studied organization, or other organizations to provide relevant service
can be performed.