Aplicação de método para avaliação da qualidade de serviços internos de manutenção de utilidades: survey em uma empresa de manufatura

• Ano de defesa: 2011
• Autor(a) principal: Fujii, Carlos Alberto Mitsuo
• Orientador(a): Calarge, Felipe Araujo
• Banca de defesa: Carvalho, Marly Monteiro de , Pereira, Fabio Henrique
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Nove de Julho
• Programa de Pós-Graduação: Programa de Pós-Graduação de Mestrado e Doutorado em Engenharia de Produção
• Departamento: Engenharia
• País: BR
• Palavras-chave em Português: Qualidade De Serviços Internos; SERVQUAL; SERVPERF; Clientes Internos.
• Palavras-chave em Inglês: Internal Service Quality; SERVQUAL; SERVPERF; Internal Customers.
• Área do conhecimento CNPq: ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: http://bibliotecatede.uninove.br/tede/handle/tede/160

The aim of this work was to use a suitable method to evaluate the internal service quality of utilities maintenance in a manufacturing company. Due to the high competitiveness in the market, the companies have focused the efforts in their core competences, and therefore the internal services performed by subcontracted companies on complementary activities represent an important role, because they provide support to all organization. It was performed an exploratory research on applicable methods to evaluate quality attributes of internal services and the conclusion was the most relevant was SERVQUAL, which evaluates the difference between the expectations and perceptions of customers regarding the attributes of service nature. This difference is called as gap. In this way, it was planned and performed a survey with internal customers of the company, by using SERVQUAL in an adapted way. The conclusion was SERVQUAL is an efficient method for this type of evaluation, what was demonstrated by means of reliability and validity analysis. Eventually, regarding the evaluation of internal service quality of utilities maintenance performed in the company, it was concluded that there were many improvement opportunities, what was demonstrated by the gaps between expectations and perceptions of internal customers in many attributes of performed services.