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Análise Fatorial Confirmatória da Escala Servqual: Um Estudo com os Usuários dos Serviços de Habilitação e Veículos do DETRAN/RN

Author

Listed:
  • Thaiseany de Freitas Rêgo

    (Universidade Federal Rural do Semi-Árido, Departamento de Agrotecnologia e Ciências Sociais, Campus Mossoró, RN, Brasil)

  • Ana Maria Magalhães Correia

    (Universidade Federal Rural do Semiárido - UFERSA)

  • Heitor Takashi Kato

    (Pontifícia Universidade Católica do Paraná - PUCPR)

  • Eliane Cristine Francisco Maffezzolli

    (Pontifícia Universidade Católica do Paraná - PUCPR)

Abstract

O propósito deste estudo é investigar se o uso da escala Servqual é válido e compatível para os serviços públicos, considerando as expectativas e percepções de seus usuários. A pesquisa configura-se como quantitativa e se utiliza da análise fatorial confirmatória. O instrumento de coleta foi ajustado com base na escala Servqual. Foram 242 questionários válidos. Embora o instrumento de avaliação se mostre eficiente e capaz de ser refletido pelas dimensões de garantia, empatia, confiabilidade, presteza e tangibilidade, os resultados apontam que a qualidade percebida pelos usuários dos serviços de habilitação e veículos é baixa e não atende totalmente aos seus anseios.

Suggested Citation

Handle: RePEc:ekm:cgpc00:v:20:y:2015:i:66:id:31350
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