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Publication
Qualidade do Atendimento Policial nos Piquetes do Comando Provincial de Luanda: O Caso do Comando Municipal de Luanda
| Name: | Description: | Size: | Format: | |
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| 1.33 MB | Adobe PDF |
Advisor(s)
Abstract(s)
A presente dissertação visou abordar sobre a qualidade do atendimento policial
nos piquetes do Comando Municipal de Luanda, com foco em como a
comunidade percebe o atendimento oferecido e nos desafios enfrentados pelos
policiais. O objetivo principal foi avaliar a é avaliar a qualidade do atendimento
policial nos piquetes do Comando Municipal de Luanda. Entre os objetivos
específicos, destacam-se: analisar a percepção dos cidadãos sobre a atuação
policial nos piquetes, identificar os principais desafios organizacionais e de
recursos enfrentados pelos policiais e propor estratégias para melhorar a
qualidade do atendimento com base nas conclusões da pesquisa. Para alcançar
esses objetivos, foram desenvolvidas duas hipóteses: H1 - A percepção negativa
da infraestrutura e dos recursos disponíveis nos piquetes policiais afeta a
avaliação da população sobre a competência dos policiais em resolver
problemas; e H2 - O atendimento respeitoso e profissional está positivamente
relacionado à satisfação geral da população com a eficiência do serviço policial.
A metodologia utilizada foi de natureza quantitativa e qualitativa, com a coleta de
dados realizada por meio de questionários estruturados aplicados aos cidadãos,
abordando dimensões como infraestrutura, atendimento, condições de trabalho
e preparo dos agentes. Também foram realizadas entrevistas estruturadas com
alguns comandantes para contextualizar e aprofundar a análise. Os resultados
confirmaram ambas as hipóteses, indicando que a infraestrutura inadequada
impacta negativamente a percepção pública da capacidade policial, enquanto
um atendimento respeitoso e profissional eleva a satisfação e fortalece a
confiança da população nas forças de segurança. Com base nos dados, o estudo
propôs recomendações, como a modernização da infraestrutura dos piquetes e
a oferta de treinamento contínuo para os agentes, focado em atendimento ao
público e mediação de conflitos. Este trabalho oferece subsídios valiosos para
futuras pesquisas sobre o tema e para o desenvolvimento de políticas que
aprimorem o atendimento policial, promovendo uma relação de confiança entre
a comunidade e as forças de segurança em Luanda.
This dissertation aims to address the quality of police service at the pickets of the Luanda Municipal Command, focusing on how the community perceives the service offered and the challenges faced by police officers. The main objective was to evaluate the quality of police service at the pickets of the Luanda Municipal Command. The specific objectives include: analyzing citizens' perceptions of police action at the pickets, identifying the main organizational and resource challenges faced by police officers and proposing strategies to improve the quality of service based on the survey's findings. To achieve these objectives, two hypotheses were developed: H1 - The negative perception of the infrastructure and resources available at police pickets affects the public's assessment of police officers' competence in solving problems; and H2 - Respectful and professional service is positively related to the public's overall satisfaction with the efficiency of the police service. The methodology used was quantitative and qualitative in nature, with data collected through structured questionnaires applied to citizens, covering dimensions such as infrastructure, service, working conditions and the preparation of agents. Structured interviews were also conducted with some commanders to contextualize and deepen the analysis. The results confirmed both hypotheses, indicating that inadequate infrastructure has a negative impact on the public's perception of police capacity, while respectful and professional service increases satisfaction and strengthens public confidence in the security forces. Based on the data, the study proposed recommendations, such as modernizing the infrastructure of the pickets and offering continuous training for officers, focused on public service and conflict mediation. This work provides valuable input for future research on the subject and for the development of policies to improve police service, promoting a relationship of trust between the community and the security forces in Luanda.
This dissertation aims to address the quality of police service at the pickets of the Luanda Municipal Command, focusing on how the community perceives the service offered and the challenges faced by police officers. The main objective was to evaluate the quality of police service at the pickets of the Luanda Municipal Command. The specific objectives include: analyzing citizens' perceptions of police action at the pickets, identifying the main organizational and resource challenges faced by police officers and proposing strategies to improve the quality of service based on the survey's findings. To achieve these objectives, two hypotheses were developed: H1 - The negative perception of the infrastructure and resources available at police pickets affects the public's assessment of police officers' competence in solving problems; and H2 - Respectful and professional service is positively related to the public's overall satisfaction with the efficiency of the police service. The methodology used was quantitative and qualitative in nature, with data collected through structured questionnaires applied to citizens, covering dimensions such as infrastructure, service, working conditions and the preparation of agents. Structured interviews were also conducted with some commanders to contextualize and deepen the analysis. The results confirmed both hypotheses, indicating that inadequate infrastructure has a negative impact on the public's perception of police capacity, while respectful and professional service increases satisfaction and strengthens public confidence in the security forces. Based on the data, the study proposed recommendations, such as modernizing the infrastructure of the pickets and offering continuous training for officers, focused on public service and conflict mediation. This work provides valuable input for future research on the subject and for the development of policies to improve police service, promoting a relationship of trust between the community and the security forces in Luanda.
Description
Keywords
qualidade do atendimento policial piquetes policiais comando municipal de luanda. Quality of police service police pickets Luanda Municipal Command