Análise dos requisitos dos clientes de habitações de interesse social: o caso do par

Abstract

Customer satisfaction analysis and Post Occupancy Evaluation (POE) of the enterprises is subject for uncountable papers in Brazil. However, the joint analysis of the main results, costumer’s profile, and importance’s levels is still little explored mainly when we talk about social interest habitation. The purpose of this study is to analyze Post Occupancy Evaluation and attainment indicators from users of the Residential Lease Program carried through in five Brazilians cities: Fortaleza, Pelotas, Londrina, Porto-Alegre and Feira de Santana. This paper is part of the REQUALI project (Management of the Requirements and Improvement of the Quality of Social Interest Habitation). The analysis focuses the costumer’s profile in each city and the costumer’s satisfaction with its habitation and the environment which it is inserted. Analyzes of comparison and perceived importance had been carried through. It can be concluded of this paper that some characteristics of the PAR’s customers are the same independently of the customer’s city, for example, the age of the family head, the familiar grouping and the main positive and negative points cited by the customers in the diverse studied enterprises. It was concluded too, that the satisfaction of the customers with the Residential Lease Program in the cities is very high and their habitations are satisfactory. It was observed too that the users of the different cities value and devaluate some items of different forms.