Avaliação do nível de satisfação dos usuários dos serviços oferecidos pelo PROCON Municipal de Campina Grande.

Abstract

This work, a Monograph, contemplates a research, next to the user (claiming customer) of the Deep Municipal theatre of Defense of the Diffuse Rights (Municipal PROCON of Campina Grande - PB), aiming at to evaluate its level of satisfaction how much to the given services. The work approaches, at the first moment, beyond the initial consideration, the problem, the objectives and the justification for its accomplishment. After that, the same it presents the recital that served as referential theoretician for the development of the study. At the third moment, the work describes the used methodological procedures in elapsing of the research. From then on, one has the results of the research of field next to the users (claiming customers), when it was used, as instrument for the collection of data, a questionnaire, I contend questions, objective, divided in two parts: the first one, aiming at to get the profile of the searched ones; The second part, composed for questions, contemplating dimensions of the quality, measure through three categories: yes, or not and perhaps good; bad and regular. , Analysis finally after detailed of the results gotten in the research, concludes that the users of the Municipal PROCON of Campina Grande - PB demonstrate to be satisfied with the level where the services offered for the agency, if present.