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Publication
A satisfação com o atendimento presencial no destacamento territorial de Almada da Guarda Nacional Republicana
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| 1.35 MB | Adobe PDF |
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Abstract(s)
O atendimento ao público é um fator vital para qualquer organização ou instituição que zele pela qualidade dos serviços que presta. Mais importância ganha quando se trata de um serviço basilar de um Estado de Direito Democrático, em que um dos seus objetivos é a contínua melhoria do serviço prestado tendo em vista a satisfação dos utentes.
A Guarda Nacional Republicana, enquanto instituição pertencente à Administração Pública Portuguesa, tem como objetivo servir a população como força de segurança que é, pelo que tem como preocupação primordial a satisfação dos utentes com os seus serviços, de modo a garantir o bem-estar dos mesmos, assim como os seus Direitos, Liberdades e Garantias, legalmente estabelecidos.
A presente laboração aborda a satisfação dos utentes com o serviço de atendimento presencial prestado pelo Destacamento Territorial de Almada, nos seus diversos Postos Territoriais, e tem como objetivo principal averiguar quais os fatores mais determinantes para que as pessoas se sintam bem recebidas e satisfeitas com o serviço que lhes é prestado.
Os resultados obtidos indicam não só que o nível de satisfação dos utentes com o atendimento presencial em geral é positivo, mas também que o tempo de atendimento é o fator que mais influencia o nível de satisfação com o atendimento em geral, ao passo que a comunicação dos militares e o estado das instalações, apesar de estarem relacionados com o mesmo, não o influenciam diretamente.
Costumer service is a vital factor to any organization or institution that cares about the quality of the services that are provided. It is even more important when it comes to a basic service in a Democratic Rule of Law, in wich one of its main objectives is the continuous improvement of the services rendered to the satisfaction of its users. The Nacional Republican Guard, as an institution belonging to the Portuguese Public Administration, aims to serve the population as a security force, therefore, has as its primary concern the satisfaction of its costumers in order to guarantee their welfare, as well as their rights, freedom, and guarantees, legally established. The present report addresses costumer satisfaction with the face-to-face attendance service provided by the Territorial Detachment of Almada, in its various Territorial Stations, and its main objective is to determine which factors are the most important for people to feel welcomed and satisfied with the service provided to them. The results indicate not only that the level of costumer satisfaction with the face-to-face attendance is generally positive, and also that the attendance time is the factor that influences the most the level of satisfaction with the service provided in general, while communication performance of the military employees and the condition of the facilities are related, but do not directly influence it.
Costumer service is a vital factor to any organization or institution that cares about the quality of the services that are provided. It is even more important when it comes to a basic service in a Democratic Rule of Law, in wich one of its main objectives is the continuous improvement of the services rendered to the satisfaction of its users. The Nacional Republican Guard, as an institution belonging to the Portuguese Public Administration, aims to serve the population as a security force, therefore, has as its primary concern the satisfaction of its costumers in order to guarantee their welfare, as well as their rights, freedom, and guarantees, legally established. The present report addresses costumer satisfaction with the face-to-face attendance service provided by the Territorial Detachment of Almada, in its various Territorial Stations, and its main objective is to determine which factors are the most important for people to feel welcomed and satisfied with the service provided to them. The results indicate not only that the level of costumer satisfaction with the face-to-face attendance is generally positive, and also that the attendance time is the factor that influences the most the level of satisfaction with the service provided in general, while communication performance of the military employees and the condition of the facilities are related, but do not directly influence it.
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Keywords
Atendimento presencial comunicação nível de satisfação utentes