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Análise da qualidade de serviço e satisfação nos serviços sociais da Guarda Nacional Republicana
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| 1.24 MB | Adobe PDF |
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Abstract(s)
A avaliação da qualidade do serviço e a medição do grau de satisfação dos consumidores são de extrema importância para fatores cruciais do desenvolvimento de uma organização como a melhorar a qualidade do serviço, reter clientes, aumentar a competitividade, fortalecer a reputçação de organização e, impulsionar a inovação e desenvolvimento dos serviços.
O presente trabalho pretende analisar a perceção da qualidade do serviço e da satisfação dos Beneficiários dos Serviços Sociais dos SSGNR.
Foi utilizado um método de investigação quantitativo, com aplicação de um questionário com o objetivo de analisar as áreas de atuação onde os SSGNR apresentam um menor e/ou maior grau de satisfação e qualidade do serviço. Complementarmente pretende fazer uma análise comparativa entre grupos (Beneficiáros Ativos e Beneficiários na Reserva e Reforma) analisando disparidades entre os níveis de satisfação e de perceção de melhoria de vida dentro destes núcleos.
Os resultados obtidos apontam para uma diferença significativa em grande parte das variáveis da qualidade do serviço e consequente satisfação, bem como as áreas de atuação onde é preciso contínuar a dispendear a gestão de recursos, apontando uma maior satisfação por parte dos Beneficiários no ativo, ao que careceu uma apresentação e discussão de eventuais justificações a descrepancia de satisfação apresentada entre os grupos.
The evaluation of service quality and the measurement of customer satisfaction are of extreme importance for crucial factors in the development of an organisation, such as improving service quality, retaining customers, increasing competitiveness, strengthening the organisation's reputation, and driving innovation and service development. The present work aims to analyse the perception of service quality and satisfaction of the Beneficiaries of Social Services of SSGNR. A quantitative research method was used, with the application of a questionnaire aimed at analysing the areas of activity where the SSGNR show a lower and/or higher degree of satisfaction and quality of service. In addition, a comparative analysis was carried out between groups (Active Beneficiaries and Reserve and Retirement Beneficiaries), analysing disparities between levels of satisfaction and perception of improvement of life within these nuclei. The results obtained point to a significant difference in a large part of the service quality variables and consequent satisfaction, as well as the areas of action where it is necessary to continue to spend on resource management, pointing to greater satisfaction on the part of active beneficiaries, which required a presentation and discussion of possible justifications for the discrepancy in satisfaction between the groups.
The evaluation of service quality and the measurement of customer satisfaction are of extreme importance for crucial factors in the development of an organisation, such as improving service quality, retaining customers, increasing competitiveness, strengthening the organisation's reputation, and driving innovation and service development. The present work aims to analyse the perception of service quality and satisfaction of the Beneficiaries of Social Services of SSGNR. A quantitative research method was used, with the application of a questionnaire aimed at analysing the areas of activity where the SSGNR show a lower and/or higher degree of satisfaction and quality of service. In addition, a comparative analysis was carried out between groups (Active Beneficiaries and Reserve and Retirement Beneficiaries), analysing disparities between levels of satisfaction and perception of improvement of life within these nuclei. The results obtained point to a significant difference in a large part of the service quality variables and consequent satisfaction, as well as the areas of action where it is necessary to continue to spend on resource management, pointing to greater satisfaction on the part of active beneficiaries, which required a presentation and discussion of possible justifications for the discrepancy in satisfaction between the groups.
Description
Keywords
Qualidade de Serviço Grau de Satisfação Comportamento Qualidade de vida