Satisfaction in serving clients seeking measurement services in Government Organizations

Abstract

This article aims to perform an analysis about the satisfaction of users who seek the services of government organizations daily that provide measurement of the services provided by the State itself. In the State of Sergipe, one of the most requested measurement services is the analysis of the water quality that reaches the dwellings of the population. One of the main ways companies, whether public or private, achieve customer satisfaction, is in the relationship that organizations maintain with their consumers. Companies are increasingly seeking to develop themselves, aiming at the satisfaction of their customers as the main objective. This is due to the high level of demand on the part of consumers. The present study used as a method the case study, since this methodology allowed a more detailed study, with rich details, about customer satisfaction in government companies that work with public services measurement. The data obtained with the field research were analyzed in a quantitative and qualitative way. The results point out that, in relation to the issues related to face-to-face service, that is, the moment of contact between the servers and the public that seeks the services, are performed mostly to generate the satisfaction of the population. On the other hand, the information provided by the telephone and through virtual means has generated dissatisfaction on the part of the users of the service.

he most requested measurement services is the analysis of water quality that reaches the population's homes. At present, one of the main ways companies, whether public or private, to achieve customer satisfaction is in the relationship that organizations maintain with their consumers. Companies are increasingly seeking to develop themselves, aiming at the satisfaction of their clients as the main objective. This is due to the high level of demand from consumers. The present study used the case study method, since this methodology allowed a more detailed study, with rich details, on customer satisfaction in government companies that work with public services measurement. The data obtained from the field research were quantitatively and qualitatively analyzed. The results show that, in relation to the questions related to face-to-face service, that is, the moment of contact between the servers and the public that seeks the services, are mostly performed generating the satisfaction of the population. However, the information provided by the telephone and through virtual means has generated dissatisfaction on the part of the users of the service.