Análise da qualidade do serviço prestado em uma instituição pública na perspectiva dos colaboradores por meio da regressão logística

Abstract

Considering the current scenario, marked by high competitiveness, technological advances and globalization, companies need to seek a differential, so that they can satisfy their customers and gain market. Providing Quality of Life at Work is a way to get a quality product / service and thus meet the expectations of consumers. Identify the most critical variables related to the Quality of Life at Work that can affect the quality of service provided by employees of a public institution service is the aim of this study. This is an applied research with quantitative approach. It is a correlational research, because it intends to study the relationships between variables. The data used in this dissertation are from secondary source, obtained from a case study in a federal public agency, based in the city of Fortaleza / CE, which a questionnaire based on the Walton model was applied, composed of eight factors, to evaluate the degree of satisfaction and the degree of importance of Quality of Life at Work. In this study, the responses of 189 employees were analyzed using Chi-square test and Logistics regression models considering each dimension (degree of satisfaction and degree of importance), one model was set for efficiency and other for effectiveness. The results of this analysis show that in the dimension of satisfaction degree, efficiency is influenced (p<0.10) for the working day, sanitary facilities and autonomy in activities; efficacy was determined (p<0.10) for autonomy in activities, social responsibility of the organization and human resources policies. In relation to the dimension level of importance, the variables that influence the efficiency (p<0.10) were: salary compared with the colleague’s and the recognition and appreciation of ideas and initiatives. None of the variables have shown any influence on efficacy. The variables identified in the study should serve as a guide for managers, so they can implement actions that promote an improvement in The Quality of Life in the work environment.