Qualidade de atendimento na autarquia municipal de trânsito, serviços públicos e de cidadania de Fortaleza (AMC). Análise a luz do modelo servqual

Abstract

The present work is related to a collect of facts on the quality evaluation of the Autarquia Municipal de Trânsito, Serviços Púbicos e Cidadania de Fortaleza (AMC) personal service. The used method was SERVQUAL that seek to measure the distance between the expected quality for the customer and the quality that it is offered by the company. Based in the application of a research, accomplished through questionnaire in a random sample of a hundred users, was possible to evaluate the level of quality satisfaction of customers in agreement with each attribute. It was verified that the service had a quite positive evaluation by interviewees, with less than 3%, pointed disagreement with the current pattern offered by AMC. With such diagnosis, AMC can look for to maintain an excellence pattern in the quality of the personal service. Aspects related to the relationship administration with frequent customers and dispatchers, besides a strategic alignment with the ombudsman of AMC, were put as improvement suggestions.