Avaliação institucional e gestão da qualidade na administração pública: um estudo de caso na agência de estágios da Universidade Federal do Ceará

Abstract

The main goal of this study is to develop a questionnaire for the institutional evaluation of an internship agency at Universidade Federal do Ceará. For this, it was used a tool adaptation commonly applied in Service Quality Management: the SERVQUAL scale. The methodology, which is based on the confrontation between the expectation and perception of the offered service, originally takes as basis the five quality dimensions: tangibility, reliability, responsiveness, security and empathy. However, due to some peculiarities found in the public service, the tool was also applied based on the principles of public administration: legality, impersonality, morality, publicity and efficiency. In this way, the SERVQUAL scale was elaborated based on the two mentioned criteria for greater adequacy to the service provided by the agency. As a recommendation for future work, the analysis of the results obtained with the tool application is suggested.