Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria
Ano de defesa: | 2019 |
---|---|
Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | , , |
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: | |
Palavras-chave em Inglês: | |
Área do conhecimento CNPq: | |
Link de acesso: | http://repositorio.ufsm.br/handle/1/19128 |
Resumo: | In public administration, it is essential that the activities carried out are based and structured on the needs and expectations of the users and the society itself. For this, it is essential to understand how these agents evaluate the quality of the services provided by the public administration. In this sense, the present study sought, through the adaptation and application of an evaluation instrument, to conduct a research with the users of the transportation sector of the Federal University of Santa Maria (UFSM) and, consequently, to verify in which dimensions of the quality and in what aspects the industry must improve. Therefore, the general objective of the work was to identify the users' perception regarding the quality of services provided by the Nucleus of Transport of UFSM. Thus, this study was presented as a case study and was classified as a descriptive research with a qualitative-quantitative methodological approach. As a research tool, a questionnaire was used, based on the SERVPERF and QUALBUS scales. A total of 512 questionnaires were collected. The main results reveal the positive and critical points of the users' evaluation, noting that both the positive and the negative ones referred especially to the factors "Reliability and safety in travel" and "Travel empathy". It was also analyzed the evaluation differences according to the profile of the users, and six variables presented mean differences: type of link with UFSM, time of institution, managerial position, type of transportation use, level of difficulty of scheduling and transportation institution. A number of propositions have also been made about all the factors/categories surveyed, such as: implementing a computerized system for transport scheduling, investing in the training and professionalization of the secretary and drivers, improving the availability of drivers and vehicles of the institution, improving the mechanical conditions of the vehicles, to carry out satisfaction surveys/travel evaluations after the end of each trip and to carry out a study to verify the costs involved in the trips. |
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Biblioteca Digital de Teses e Dissertações do UFSM |
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2019-12-09T15:01:52Z2019-12-09T15:01:52Z2019-07-03http://repositorio.ufsm.br/handle/1/19128In public administration, it is essential that the activities carried out are based and structured on the needs and expectations of the users and the society itself. For this, it is essential to understand how these agents evaluate the quality of the services provided by the public administration. In this sense, the present study sought, through the adaptation and application of an evaluation instrument, to conduct a research with the users of the transportation sector of the Federal University of Santa Maria (UFSM) and, consequently, to verify in which dimensions of the quality and in what aspects the industry must improve. Therefore, the general objective of the work was to identify the users' perception regarding the quality of services provided by the Nucleus of Transport of UFSM. Thus, this study was presented as a case study and was classified as a descriptive research with a qualitative-quantitative methodological approach. As a research tool, a questionnaire was used, based on the SERVPERF and QUALBUS scales. A total of 512 questionnaires were collected. The main results reveal the positive and critical points of the users' evaluation, noting that both the positive and the negative ones referred especially to the factors "Reliability and safety in travel" and "Travel empathy". It was also analyzed the evaluation differences according to the profile of the users, and six variables presented mean differences: type of link with UFSM, time of institution, managerial position, type of transportation use, level of difficulty of scheduling and transportation institution. A number of propositions have also been made about all the factors/categories surveyed, such as: implementing a computerized system for transport scheduling, investing in the training and professionalization of the secretary and drivers, improving the availability of drivers and vehicles of the institution, improving the mechanical conditions of the vehicles, to carry out satisfaction surveys/travel evaluations after the end of each trip and to carry out a study to verify the costs involved in the trips.Na administração pública, é essencial que as atividades realizadas estejam pautadas e estruturadas nas necessidades e expectativas dos usuários e da sociedade em si. Para tal, é imprescindível compreender como esses agentes avaliam a qualidade dos serviços prestados pela administração pública. Nesse sentido, o presente estudo buscou, por meio da adaptação e aplicação de um instrumento de avaliação, realizar uma pesquisa com os usuários do setor de transporte da Universidade Federal de Santa Maria (UFSM) e, por consequência, verificar em quais dimensões da qualidade e em quais aspectos o setor deve se aprimorar. Portanto, o objetivo geral do trabalho foi identificar a percepção dos usuários em relação à qualidade dos serviços prestados pelo Núcleo de Transporte da UFSM. Assim, este estudo foi apresentado como um estudo de caso e classificou-se como uma pesquisa de natureza descritiva com uma abordagem metodológica qualitativo-quantitativa. Como instrumento de pesquisa, foi utilizado um questionário, baseado nas escalas SERVPERF e QUALBUS. Coletou-se um total de 512 questionários. Os principais resultados revelam os pontos positivos e críticos da avaliação dos usuários, constatando que tanto os positivos quanto os negativos referiram-se especialmente aos fatores “Confiabilidade e Segurança nas viagens” e “Empatia nas viagens”. Também se analisaram as diferenças de avaliação segundo o perfil dos usuários, sendo que seis variáveis apresentaram diferenças de média: tipo de vínculo com a UFSM, tempo de instituição, cargo de chefia, tipo de utilização do transporte, nível de dificuldade de agendamento e transporte de outra instituição. Também foram feitas diversas proposições acerca de todos os fatores/categorias pesquisados, entre as quais destacam-se: implantar um sistema informatizado para o agendamento do transporte, investir na capacitação e profissionalização da secretaria e dos motoristas, melhorar a disponibilidade de motoristas e veículos da instituição, melhorar as condições mecânicas dos veículos, realizar pesquisas de satisfação/avaliação das viagens após o término de cada uma e realizar estudo para verificação dos custos implicados nas viagens.porUniversidade Federal de Santa MariaCentro de Ciências Sociais e HumanasPrograma de Pós-Graduação em Gestão de Organizações PúblicasUFSMBrasilAdministração PúblicaAttribution-NonCommercial-NoDerivatives 4.0 Internationalhttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAdministração públicaAvaliaçãoTransportePublic administrationEvaluationTransportCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICAQualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa MariaQuality of services provided by the Nucleus of Transport of the Federal University of Santa Maria (UFSM)info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisCoronel, Daniel Arrudahttp://lattes.cnpq.br/9265604274170933Santos, Ísis Portolan doshttp://lattes.cnpq.br/6044616240941209Bender Filho, Reisolihttp://lattes.cnpq.br/9794436610539367Silva, Mygre Lopes dahttp://lattes.cnpq.br/0291552564345306http://lattes.cnpq.br/0833905079327471Trevisan, Laís Viera600200200009600c5f7e145-5c80-4b8f-b8ac-11b990235657d867c094-c35e-4034-9c07-c3af2baef8a4c2503344-f548-4dfd-96f0-461a8eb1c07de990c5b5-255c-4895-85c5-766af8863baff0b29abb-4ac6-4699-91a4-21b9f52c3f48reponame:Biblioteca Digital de Teses e Dissertações do UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSMORIGINALDIS_PPGGOP_2019_TREVISAN_LAIS.pdfDIS_PPGGOP_2019_TREVISAN_LAIS.pdfDissertação de Mestradoapplication/pdf3297630http://repositorio.ufsm.br/bitstream/1/19128/1/DIS_PPGGOP_2019_TREVISAN_LAIS.pdfbd2133133d1d945e7d1555c519d7e84fMD51CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; 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dc.title.por.fl_str_mv |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
dc.title.alternative.eng.fl_str_mv |
Quality of services provided by the Nucleus of Transport of the Federal University of Santa Maria (UFSM) |
title |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
spellingShingle |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria Trevisan, Laís Viera Administração pública Avaliação Transporte Public administration Evaluation Transport CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
title_short |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
title_full |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
title_fullStr |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
title_full_unstemmed |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
title_sort |
Qualidade dos serviços prestados pelo Núcleo de Transporte da Universidade Federal de Santa Maria |
author |
Trevisan, Laís Viera |
author_facet |
Trevisan, Laís Viera |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Coronel, Daniel Arruda |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/9265604274170933 |
dc.contributor.referee1.fl_str_mv |
Santos, Ísis Portolan dos |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/6044616240941209 |
dc.contributor.referee2.fl_str_mv |
Bender Filho, Reisoli |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/9794436610539367 |
dc.contributor.referee3.fl_str_mv |
Silva, Mygre Lopes da |
dc.contributor.referee3Lattes.fl_str_mv |
http://lattes.cnpq.br/0291552564345306 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/0833905079327471 |
dc.contributor.author.fl_str_mv |
Trevisan, Laís Viera |
contributor_str_mv |
Coronel, Daniel Arruda Santos, Ísis Portolan dos Bender Filho, Reisoli Silva, Mygre Lopes da |
dc.subject.por.fl_str_mv |
Administração pública Avaliação Transporte |
topic |
Administração pública Avaliação Transporte Public administration Evaluation Transport CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
dc.subject.eng.fl_str_mv |
Public administration Evaluation Transport |
dc.subject.cnpq.fl_str_mv |
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
description |
In public administration, it is essential that the activities carried out are based and structured on the needs and expectations of the users and the society itself. For this, it is essential to understand how these agents evaluate the quality of the services provided by the public administration. In this sense, the present study sought, through the adaptation and application of an evaluation instrument, to conduct a research with the users of the transportation sector of the Federal University of Santa Maria (UFSM) and, consequently, to verify in which dimensions of the quality and in what aspects the industry must improve. Therefore, the general objective of the work was to identify the users' perception regarding the quality of services provided by the Nucleus of Transport of UFSM. Thus, this study was presented as a case study and was classified as a descriptive research with a qualitative-quantitative methodological approach. As a research tool, a questionnaire was used, based on the SERVPERF and QUALBUS scales. A total of 512 questionnaires were collected. The main results reveal the positive and critical points of the users' evaluation, noting that both the positive and the negative ones referred especially to the factors "Reliability and safety in travel" and "Travel empathy". It was also analyzed the evaluation differences according to the profile of the users, and six variables presented mean differences: type of link with UFSM, time of institution, managerial position, type of transportation use, level of difficulty of scheduling and transportation institution. A number of propositions have also been made about all the factors/categories surveyed, such as: implementing a computerized system for transport scheduling, investing in the training and professionalization of the secretary and drivers, improving the availability of drivers and vehicles of the institution, improving the mechanical conditions of the vehicles, to carry out satisfaction surveys/travel evaluations after the end of each trip and to carry out a study to verify the costs involved in the trips. |
publishDate |
2019 |
dc.date.accessioned.fl_str_mv |
2019-12-09T15:01:52Z |
dc.date.available.fl_str_mv |
2019-12-09T15:01:52Z |
dc.date.issued.fl_str_mv |
2019-07-03 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://repositorio.ufsm.br/handle/1/19128 |
url |
http://repositorio.ufsm.br/handle/1/19128 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.cnpq.fl_str_mv |
600200200009 |
dc.relation.confidence.fl_str_mv |
600 |
dc.relation.authority.fl_str_mv |
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dc.rights.driver.fl_str_mv |
Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal de Santa Maria Centro de Ciências Sociais e Humanas |
dc.publisher.program.fl_str_mv |
Programa de Pós-Graduação em Gestão de Organizações Públicas |
dc.publisher.initials.fl_str_mv |
UFSM |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
Administração Pública |
publisher.none.fl_str_mv |
Universidade Federal de Santa Maria Centro de Ciências Sociais e Humanas |
dc.source.none.fl_str_mv |
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