FATORES RELEVANTES NA FORMAÇÃO DA SATISFAÇÃO GLOBAL DO CIDADÃO NO RELACIONAMENTO COM OS SERVIÇOS PÚBLICOS MUNICIPAIS O CASO DA PREFEITURA DE JUIZ DE FORA

• Ano de defesa: 2007
• Autor(a) principal: Gonçalves, Jose Carlos de Brito
• 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
• Palavras-chave em Português: Serviços Públicos; Cidadão; Satisfação e Relacionamento; Public services; Citizens; Customer Satisfaction and Relationship management; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/17637

To assist the citizens in a satisfactory way has been one of the greatest difficulties of the public organs and also one of their main challenges. The present work has the objective of conducting a research of satisfaction into the community of the municipal district of Juiz de Fora, in order to identify the main factors and areas that, according to the citizen- customers standpoints, presents the larger relevance in the building of the global satisfaction with the city hall. The researched areas were the following: Service headquarters (JF Informação), Health, Education, Transport, Urban Infrastructures and Social Attendance. Starting from these analyses, the managers can visualize some of the main satisfaction factors they must deal with. Not only in relationship to the specific researched areas, but also in relationship to the own municipal city hall of Juiz de Fora.