Qualidade no atendimento ao público: uma análise da qualidade percebida em uma delegacia de defesa da mulher em Manaus

Abstract

Serving the public represents a great responsibility for contemporary organizations in relation to providing assistance to customers, emphasizing the commitment to delivering procedural efficiency that exceeds the expectations of eventual beneficiaries. In the public sector, service is fundamental as it represents an item of validation of users' satisfaction and confidence, in which the perception of service directly impacts the health and well-being of the population.The main challenges of service systems and methods in this segment are the scarcity of resources and the need for continuous training of agents, especially regarding reception, active listening and humanization. This study analyzed the Police Station Specialized in Crimes Against Women – North/East (DECCM), located in the north of Manaus, which provides assistance to women victims of gender-based violence. The objective was to identify the main impacts on the quality of service perceived by users of this police station. The research used the case study method, with quantitative data collection through a survey form adapted to the SERVQUAL methodology, applied to 117 participants. The responses were tabulated in Microsoft Excel and analyzed for reliability using the Cronbach's Alpha (α) method. The results revealed challenges in implementing methods that consider users' perceptions of quality, highlighting the need to improve service techniques to guarantee the protection of women's rights and improve public satisfaction.