Avaliação da qualidade de serviços de um sistema de requisições em uma instituição pública

Abstract

The expansion of the service sector is already 70% of Brazil's economy. This growth is due, among others, the constant technological innovations, and, although public organizations keep pace with slower changes, it is increasingly dependent on technology, which provides several advantages such as improving internal processes of organizations. Thus, this study aimed to valuate the quality of services of a request system of a public organization. The research is descriptive and qualitative character to establish the quality evaluation of an adapted and deployed requests system in a public institution. As tool, the importance x performance matrix developed by Slack (1993) was used. The results stated that almost all the quality criteria – raised in the theoretical framework and adapted to the organization in question – are well evaluated.