Avaliação da qualidade dos serviços prestados pelos cartórios em Fortaleza sob a perspectiva do seus usuários

Abstract

Notarial and registry services are important for the legal security, authenticity and publicity of legal acts and transactions, ensuring stability in social and economic relations. Given this scenario, this study aims to evaluate the quality of the provision of these services in Fortaleza, Ceará, based on users' perceptions. For this purpose, quantitative and descriptive research was conducted, using the survey method. The instrument adopted was the Service Performance (SERVPERF) scale, which evaluates the dimensions Tangibility, Reliability, Responsiveness, Security, and Empathy. The data collected were analyzed through basic descriptive statistics. It wasfound that the research showsthat notary offices have a high level of reliability and security, but face challenges in the agility of service and user experience.