<b>Sociedade e qualidade de serviços: direitos fundamentais das pessoas em situação de rua sob o enfoque teórico-metodológico Servqual

Marcelo Calderari Miguel; Rogério Zanon da Silveira

doi:10.4025/actascihumansoc.v39i3.33550

<b>Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual

Marcelo Calderari Miguel Universidade Federal do Espírito Santo http://orcid.org/0000-0002-7876-9392
Rogério Zanon da Silveira Universidade Federal do Espírito Santo

DOI: https://doi.org/10.4025/actascihumansoc.v39i3.33550

Keywords: quality services, territorialities, socialization, human rights

Abstract

This study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights.

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Author Biographies

Marcelo Calderari Miguel, Universidade Federal do Espírito Santo

Especialista em Educação Científica, Educação não Formal de Ciência e Tecnologia (UFMG), Bacharel em Ciências Contábeis pela Faculdade de Estudos Administrativos de Minas Gerais (FEAD) e em Biblioteconomia (Ufes) ; UNIVERSIDADE FEDERAL DO ESPÍRITO SANTO – UFES / Centro de Ciências Jurídicas e Econômicas. Av. Fernando Ferrari, 514 - Goiabeiras, Vitória - ES, 29075-910. E-mail: <marcelocalderari@yahoo.com.br>.

Rogério Zanon da Silveira, Universidade Federal do Espírito Santo

Professor Doutor em Administração pela Universidade Federal de Minas Gerais (CEPEAD-UFMG), Mestre em Administração (PPGADM/UFES) e Auditor Fiscal da Receita Estadual (SEFAZ-ES) - UNIVERSIDADE FEDERAL DO ESPÍRITO SANTO – UFES / Departamento de Administração e Programa de Pós-Graduação em Administração (PPGAdm), Av. Fernando Ferrari, 514, Campus Universitário, Goiabeira, Vitória - ES, 29075-910 E-mail: <rogerio.silveira@ufes.br>.

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Published

2017-12-27

How to Cite

Miguel, M. C., & Silveira, R. Z. da. (2017). <b>Company and service quality: fundamental rights of persons in street situation in approach the theoretical-methodological Servqual. Acta Scientiarum. Human and Social Sciences, 39(3), 223-233. https://doi.org/10.4025/actascihumansoc.v39i3.33550

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Issue

Vol 39 No 3 (2017)

Section

Administration

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