METHODOLOGY FOR ASSESSING QUALITY IN PUBLIC SERVICE: AN APPLICATION IN AN INSS AGENCY
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Abstract
Goal: This paper aims to present a simplified methodology for evaluating the quality of public service through the case of an agency of the National Social Security Institute located in Belém do Pará.
Design½Methodology½Approach: The method presented is guided by quality criteria: speed of service, perceptible aspects, communication, access, service, and flexibility; measured on a Likert scale, rated from 1 to 5, presented in two ranges for each criterion, the first range corresponding to the importance and the second to satisfaction. It also comprises open-ended support questions.
Results: The results showed that the method is useful to clarify the importance attributed to each quality criterion by users, as well as their satisfaction with the provision of service. From a practical point of view, it was found that the satisfaction of attendants with the service is lower than that of users with the same service. Results particular to the case studied are presented.
Originality½Value: The absence of an accessible tool to verify users' perception of the quality of public service motivates this research. The method is ready to be used and tested, as well as customized for each type of customer service in public organizations.
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