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Publication
Fatores críticos de sucesso das escolas de equitação da Guarda Nacional Republicana
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.35 MB | Adobe PDF |
Abstract(s)
A presente investigação relaciona-se com a área da Gestão pela Qualidade Total, focando-se especificamente na Satisfação do Cliente. Assim, este trabalho subordina-se ao tema “Fatores Críticos de Sucesso das Escolas de Equitação da Guarda Nacional Republicana: O Caso da Unidade de Segurança e Honras de Estado” e tem como objetivo estudar, avaliar e dar a conhecer os serviços prestados pelas referidas escolas, assim como os seus fatores mais determinantes. As escolas de equitação da Guarda Nacional Republicana, apesar de existirem há cerca de seis décadas, nunca foram alvo de investigação científica, realçando-se a presente investigação pela sua inovação.
Para esta investigação utilizou-se o método hipotético-dedutivo, bem como o método inquisitivo. Tiveram-se em consideração as três fases do modelo de investigação que embora diferentes complementam-se: exploratória, analítica e conclusiva. No decorrer das fases elencadas recorreu-se a análise documental, observação direta, sete entrevistas e setenta e nove inquéritos por questionário para a obtenção e análise de dados.
Após a investigação realizada, pese embora tenha sido referido que a área que necessita de uma maior renovação seja a do material, provou-se que as escolas de equitação da Guarda Nacional Republicana integram fatores de sucesso como, a relação qualidade/preço e a competência dos seus formadores que continuam a garantir a satisfação dos utilizadores. Salienta-se ainda, o grande número de alunos em ambos os polos, bem como a enorme lista de espera, apesar de a divulgação ser apenas feita através do “passa a palavra”.
Finalmente, comprovou-se que as escolas de equitação da Guarda Nacional Republicana continuam a ser um fator de sucesso, devido à sua proximidade com o cidadão e fazendo com que este veja na Guarda uma força Humana, Próxima e de Confiança.
The present investigation is related to the area of Total Quality Management, focusing specifically on Customer Satisfaction. So, this work is subordinated to the theme "Critical Success Factors of the Riding Schools of the Guarda Nacional Republicana: The Case of the Unidade de Segurança e Honras de Estado" and intents to study, evaluate and make known the services provided by the abovementioned schools, as well as their most determining factors. The riding schools of the Guarda Nacional Republicana, despite they exist for about six decades, they have never been subject of scientific investigation, the present research is highlighted by its innovation. For this investigation, the used method was the hypothetical-deductive, as well as the inquisitive method. The three phases of the research model were considered, although different, but complementary: exploratory, analytical and conclusive. Throughout the phases listed, we used documentary analysis, direct observation, seven interviews and seventy-nine questionnaire surveys to obtain and analyze the data. After the investigation was carried out, although mentioned that the material was worn, it was proved that the riding schools of the Guarda Nacional Republicana integrate factors of success such as the quality/price ratio and the competence of its trainers who continues to ensure user satisfaction. There is also a large number of students at both poles, as well as a huge waiting list, in spite of divulgation is only made through the word. Finally, it has been proved that the riding schools of the Guarda Nacional Republicana continue to be a success factor because of its proximity to the citizen, making them feel that the Guarda is a Human, Next, and Trustworthy force.
The present investigation is related to the area of Total Quality Management, focusing specifically on Customer Satisfaction. So, this work is subordinated to the theme "Critical Success Factors of the Riding Schools of the Guarda Nacional Republicana: The Case of the Unidade de Segurança e Honras de Estado" and intents to study, evaluate and make known the services provided by the abovementioned schools, as well as their most determining factors. The riding schools of the Guarda Nacional Republicana, despite they exist for about six decades, they have never been subject of scientific investigation, the present research is highlighted by its innovation. For this investigation, the used method was the hypothetical-deductive, as well as the inquisitive method. The three phases of the research model were considered, although different, but complementary: exploratory, analytical and conclusive. Throughout the phases listed, we used documentary analysis, direct observation, seven interviews and seventy-nine questionnaire surveys to obtain and analyze the data. After the investigation was carried out, although mentioned that the material was worn, it was proved that the riding schools of the Guarda Nacional Republicana integrate factors of success such as the quality/price ratio and the competence of its trainers who continues to ensure user satisfaction. There is also a large number of students at both poles, as well as a huge waiting list, in spite of divulgation is only made through the word. Finally, it has been proved that the riding schools of the Guarda Nacional Republicana continue to be a success factor because of its proximity to the citizen, making them feel that the Guarda is a Human, Next, and Trustworthy force.
Description
Keywords
Guarda Nacional Republicana Unidade de Segurança e Honras de Estado Escola de Equitação Gestão pela Qualidade Satisfação do Cliente