AVALIAÇÃO DO GRAU DE SATISFAÇÃO DO USUÁRIO DE SERVIÇOS PÚBLICOS NA REGIÃO DO GRANDE ABCD

• Ano de defesa: 2013
• Autor(a) principal: Pouget, Natacha Irene Renée
• Orientador(a): Paulo, Wanderlei de Lima
• Banca de defesa: Araujo, Luiz Jurandir Simões de, Paulo, Octavio Ribeiro Lima de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Metodista de São Paulo
• Programa de Pós-Graduação: PÓS GRADUAÇÃO EM ADMINISTRAÇÃO
• Departamento: Gestão de organizações
• País: BR
• Palavras-chave em Português: Gestão pública; políticas públicas integradas; segurança pública; transporte público; saúde pública; educação; satisfação.; Public management; integrated public policies; public safety; public; transportation; public health; education; satisfaction
• Palavras-chave em Inglês: Public management; integrated public policies; public safety; public transportation; public health; education; satisfaction.
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: http://tede.metodista.br/jspui/handle/tede/37

The research in business and public administration has been intensified in Brazil, seeking to review the old patrimonial, bureaucratic and managerial models. It shows a new trend towards participatory management and the relationship of this model with the satisfaction that users attribute to the State. Knowing the degree of user satisfaction is important to guide the development and implementation of further public policies. In this context, this paper aims to assess the degree of satisfaction of users of some public services in the Greater ABCD Region. The research is limited to inhabitants of the cities of Santo André, São Bernardo do Campo, São Caetano do Sul and Diadema. It is a descriptive study where statistical tools were used to compare the degree of satisfaction among the cities studied. A questionnaire, adapted from a Federal Government survey, was employed to collect the data. The questions were developed and grouped into four categories: Transportation, Health, Education and Public Safety. According to the average figures, it was observed that the municipality of São Caetano presents higher scores of satisfaction compared to the other cities surveyed. It was also noted that some of these municipalities have, on average, similar results in some components...........................................................