A qualidade do atendimento na Administração Pública: um estudo de caso na Junta Comercial do Estado do Maranhão

Abstract

This study was developed with the purpose of presenting and identifying if a public administration agency presents quality in the provision of services in the public service, through the evaluation of its users and if the organization prioritizes improvement of the quality of its services. This research consisted of an exploratory and descriptive study in relation to the subject and its problematic. It were used Methods of case study, bibliographic, documentary research, and quantitative and qualitative methods. 72 questionnaires were used with the clients and an interview with the supervisor of the customer service departament, about her perception of the quality of the services offered in the attendance by the employees, the training given to them, which is essential in the attendance and her vision of the which needs to be improved. Through the analysis of the data obtained, it was possible to verify that the users are partially satisfied, there is a need for improvements in some aspects in the attendance of the organization. It was noticed that the supervisor's vision is to perform a good customer service, because everyone wants a service that satisfies them completely, and if possible that surpasses their expectations, because the quality is something that must be maintained and always worked with efficiency and effectiveness in its actions.