A melhoria da qualidade do serviço público como direito do cidadão: um estudo voltado a utilização da ISO 9001:2008 na Manaus Previdência

Abstract

The quality of the public service has been a recurring theme for society in recent years, so various strategies have been adopted by public managers in an attempt to raise the level of quality of services provided to citizens. The purpose of this study was to evaluate the quality of the service provided to the citizen by Manaus Previdência, an organ of the Municipal Public Administration that uses the Quality Management System based on ISO 9001: 2008. In the methodology, the SERVQUAL tool was used, through the application of a research questionnaire based on the 5 dimensions of Parasuraman (tangibility, reliability, readiness, safety and empathy), which aimed to evaluate the level of user satisfaction with the services provided. The results obtained revealed a high level of satisfaction on the part of the insureds (retirees and pensioners target public of Manaus Previdência) in the 5 dimensions evaluated, thus verifying the efficiency of this management model also in the scope of the Public Administration that was the problem of the research To be investigated. In this way, the results of this study are expected to contribute to Manaus Previdência continue to increase the quality of the services provided and also serve as a parameter for other public institutions that intend to invest or already invest in the implantation of this system as a management model, so that The company manauara can receive more and more a qualitative return on the services provided by public agencies.