PROPOSTA DE MODELO PARA AVALIAÇÃO DA QUALIDADE DOS SERVIÇOS PRESTADOS POR PEQUENAS EMPRESAS DE USINAGEM E MANUTENÇÃO INDUSTRIAL

Detalhes bibliográficos
Ano de defesa: 2014
Autor(a) principal: Netto, Morvam dos Santos
Orientador(a): Não Informado pela instituição
Banca de defesa: Não Informado pela instituição
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão
Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
Programa de Pós-Graduação: Não Informado pela instituição
Departamento: Não Informado pela instituição
País: Não Informado pela instituição
Palavras-chave em Português:
Link de acesso: https://app.uff.br/riuff/handle/1/20563
Resumo: This study proposes a model for the evaluation of the quality of services provided by machining and industrial maintenance s small companies, aiming the existence of this gap in the literature and the comprehension of the importance of small companies in this service section in the socioeconomic context of the country. In this study, it is understood that machining and industrial maintenance s services encompass: repair (corrective maintenance) of equipment, involving dismantling, failure diagnosis, machining operations, conformation operations, welding processes, installation and testing of the maintained equipment. Grounded in the dimensions and items of the SERVQUAL scale adapted these companies cycle of services, the proposed model of evaluation is composed by a structured questionnaire with open and closed questions, plus a semi-structured guide to the direct interview. In the questionnaire three blocks are considered, each one with an instructive text. Therefore, it is a model that considers the interfaces of the relationship between client/provider, the peculiarities of the section of machining and industrial maintenance services and the company size. Aiming its validation, it was developed a case study that proposed the application of the model in a machining and industrial maintenance small company. A detailed analysis of the results obtained through the questionnaire allowed it to measure the reliability of the tool according to the Cronbach s Alpha coefficient and to identify the points in which the performance of the services were below the clients expectation. Aiming to identify the items considered more critical and which should be prioritized in order to make the provided services better, the Quartis s Analysis technique was used. Complementary to the qualitative data analysis, obtained with the interview contributed to investigate the percentage frequency of the clients that would recommend the company and the respective motivation, as well as the main attributes generators of satisfaction/dissatisfaction with these services providers, according to the perception of managers of different departments of the companies/clients.