Qualidade na prestação de serviços dos sindicatos rurais do Maranhão e sua influência na arrecadação

Abstract

The evaluation of quality in services has been widely used by companies as a tool for customer loyalty and consequent increase in profits. However, this theme is still little approached in third sector institutions that aim at the development of a certain category, such as trade unions. This research deals with the definition of the quality of services through the perception of the clients having as object of study the Sistema Sindical Rural do Maranhão. The main objective of this study was to analyze the relationship between the quality of the services of the unions of the rural producers of the state and the collection of the Rural Union Contribution, a kind of tribute due by all of the category of producers and main source of cost for the activities of the system Union As a methodology, a bibliographic survey was used to construct a logical structure of concepts approached in the work, the documentary analysis, for the calculation of the collection in the municipalities of the state, and the field research, using a questionnaire based on the Servperf scale to identify the level of quality in the services of each union studied. After collecting the data, it was possible to relate the two variables in question and to conclude that the way in which the producers perceive the quality of the services of the unions has a direct influence on the CSR collection.