Proposição de uma escala de avaliação da qualidade dos serviços públicos

• Ano de defesa: 2022
• Autor(a) principal: Ravanello, Renata Pase
• Orientador(a): Vieira, Kelmara Mendes
• Banca de defesa: Cavalheiro, Everton Anger, Klein, Leander Luiz
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; Centro de Ciências Sociais e Humanas
• Programa de Pós-Graduação: Programa de Pós-Graduação em Gestão de Organizações Públicas
• Departamento: Administração Pública
• País: Brasil
• Palavras-chave em Português: Administração pública; Qualidade; Medida; Percepção; Serviço público; Psicometria
• Palavras-chave em Inglês: Public administration; Quality; Measure; Perception; Public service; Psychometry
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA
• Link de acesso: http://repositorio.ufsm.br/handle/1/27615

The present study sought to develop a scale for evaluating the quality of public services. For this, a survey was carried out with 1728 Brazilians, over 18 years old, from all over the country. As a data collection instrument, a structured questionnaire was built with fifty-five questions, which addressed variables organized into seven constructs, namely, Tangible Aspects, Reliability, Relationship, Public Value, Transparency, Equality and Legality and Satisfaction. The instrument underwent validation and refinement of definitions and items through expert committee analysis and subsequent calculation of the content validity coefficient (CVC). After the data collection, the description of the sample profile was initially presented, followed by the descriptive statistics of the variables of each researched construct and presentation of the theoretical model. For the validation of each dimension of the scale, exploratory factor analysis was performed using the Factor 11.05.01 program. Subsequently, the constructs were estimated by structural equations modeling through parametric hypothesis tests. The results showed that of the fifty-five initial variables, fifty remained, having been removed variables from the constructs of Tangible Aspects, Public Value and Transparency. Then, two structural models were proposed, the one with the best fit and which best evaluates the quality of public services was the second-order factorial model. Finally, the methodology for applying the developed scale was established, aiming to facilitate its application. The descriptive statistics of the constructs demonstrated adequate evaluation regarding the proposed approach. The structure of the scale proved to be valid and evaluates what it proposes, with the most relevant aspects referring to satisfaction and reliability.