Diagnóstico da satisfação do usuário no 1º Juizado Especial Cível de Campina Grande.

Abstract

With the increasing globalization and modernization there is a need for improved techniques for service in public places, such as the judiciary. Thus, a citizen who has the right abstract action, must have a satisfactory public service. The general objective was to analyze the extent to which service users are satisfied with the jurisdictional 1st Civil Court Judgeship of Campina Grande. The study was descriptive. The sample was 40 users. Data collection was done through a questionnaire. The research used as an analytical tool to SERVQUAL. The results indicate that most indicators of satisfaction were substantially lower, meaning unsatisfactory performance. The variables that stand out the worst results were disclosed, satisfaction, explanation, communication, time. In general, the results indicate that there is a significant deficiency in the Judiciary regarding service delivery, aggravating when it comes to court. Thus, there is need for a revolution in service delivery that meets the general users, especially by the fact that research has shown a necessary change in the public sector in the face of poor service delivery emphasized. Overall, it is concluded that there is poor public service delivery in the judicial, not intended results in the performance of judicial activities and mainly violates the fundamental rights and guarantees, which distorts the meaning of the word justice.