Mensuração da produtividade do serviço oferecido por uma universidade pública considerando a qualidade percebida pelos seus clientes

Abstract

Among the economic sectors, the service sector is the leader in industrialized countries, however, its specific characteristics, among them the relationship with customers, require special attention from managers to use appropriate means to leverage the opportunities in this sector. Thus, to measure performance and assist in the management of organizations, productivity is characterized as a fundamental instrument in business and quality plays a strategic role in promoting customer satisfaction and loyalty. This work aims to propose the use of the SERQUAL method to measure the productivity of the Production Engineering course at the Universidade Federal do Ceará - Campus Russas, considering the expectations and perceptions of customers about the perceived quality of the service offered. For this purpose, a Systematic Literature Review was initially developed to investigate the relationship between the concepts of productivity and quality in this sector, in addition to the methods and techniques most used by the academic community to measure these parameters. This research is a case study, in which the SERVQUAL Scale was adapted to the context in question, and through the contemplation of the five dimensions of services (tangibility, reliability, responsiveness, guarantee, and empathy), it became possible to the quantification of the questions addressed in relation to the opinion of students and professors of the course. Based on the answers, productivity indicators were proposed for each dimension through the relationship between expectation and perception, a Quartile Analysis was developed to identify the critical requirements in which improvements were needed, as well as the crossing of results with the suggestions for improving the service according to the target audiences. The main points observed were that the Reliability dimension had the worst performance, concerning the questions, the needs of specific laboratories and better clarification of standard procedures were identified as crucial for the improvement of the service offered to the Production Engineering course. Thus, it is hoped that this research can contribute to advances in the measurement of productivity and quality in the scope of public services, especially it is hoped that the points covered in this study can help in improving the activities offered by the object of study in question.