A qualidade do atendimento ao usuário na secretaria da escola municipal de ensino fundamental professora Elita Nunes Melo

Abstract

This study analyzes the perception of the "quality of customer service in the secretariat of the Professora Elita Nunes Melo Municipal Elementary School". It was chosen as a problem if the insufficient number of employees in the secretarial sector compromises the quality of customer service, from which was derived the hypothesis that the scarcity of human resources would hinder the quality of customer service. The objective was to find out the level of user satisfaction in relation to the quality of public services. To this end, the methodology was based on a bibliographic research and a field research, adopting quantitative and qualitative methods to carry out the analysis and the technique of direct observation, with the application of questionnaires as an instrument, in which the locus was the Secretary of that school, in the city of Macapá, having as subjects 52 users of the services provided by the Secretary of the Institution, in the period from April 12th to 19th of the current year. After tabulating the data, an interview was held with the manager of the field school. The results obtained refuted the hypothesis, confirming that even with a reduced staff, the servers still perform a quality service, promoting customer satisfaction.