Perception of Quality in the Public Service: a case study on efficiency and satisfaction at SAG-ICEx-UFF
The main objective of this work was to investigate the perception of students at Universidade Federal Fluminente de Volta Redonda / RJ (UFF-VR) about the quality and efficiency of the services provided in the service provided by the Secretaria Administrativa dos Cursos de Graduação do Instituto de C...
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| Principais autores: | , |
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| Formato: | Online |
| Idioma: | por |
| Publicado em: |
Max Leandro de Araújo Brito
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| Endereço do item: | https://periodicos.ufrn.br/casoseconsultoria/article/view/28122 |
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| Resumo: | The main objective of this work was to investigate the perception of students at Universidade Federal Fluminente de Volta Redonda / RJ (UFF-VR) about the quality and efficiency of the services provided in the service provided by the Secretaria Administrativa dos Cursos de Graduação do Instituto de Ciência Exatas (SAG-ICEx-UFF). For this, a case study in this public sector was carried out. The method had three phases of research: bibliometric, carried out in the Google Scholar database, qualitative and quantitative directed to ICEx students (n=219) and qualitative census with SAG employees (n=6). The theoretical contribution of the work was the selection of classic authors on the topic of quality in care, as the most recurrent, after primary bibliometric research, and the comparison between similarities and applications of their main theories and concepts. The practical contributions were that its civil servants at SAG, unlike the students, are able to relate efficiency and quality with legality in the provision of public service. And they perceive quality from the perspective of Joseph Juran, such as planning, minimization of failures and deficiencies. Meanwhile, students perceive quality from the perspective of Philip Kotler, as a relationship and meeting expectations. The main conclusions were that SAG users perceive quality in service and efficiency as agility in the execution of their processes and demands, added to the interest and attention provided by employees, crediting flexibility or punctuality as secondary. And that self-perception of delivery of quality and efficiency services from SAG itself to its public was confirmed. |
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