Qualidade dos serviços no setor público: uma análise da percepção dos usuários da editora da UFSM

Abstract

The Editora da Universidade Federal de Santa Maria has been seeking for recognition in the area of university books publications. In this sense, the study aimed to analyze the users' perception of the UFSM publisher having in mind the product quality "book" and the services that are offered. Data collection from the descriptive research was conducted through a questionnaire, which sought to define the customers’ profile (authors / teachers and distributors / booksellers) and evaluate the perception of this customers about the Editora da UFSM’s products and services. In the first stage of the study, a literature search was performed in which several sources were analyzed to construct the theoretical base. In the second stage, we carried out a survey research. Questionnaires were sent via e-mail for all types of customers: authors / teachers and distributors / booksellers. The sampling is characterized as non-probabilistic and convenience. About the questionnaire for clients / authors, in total 300 questionnaires were sent, of which 142 questionnaires returned by customers / authors questionnaires and 42 by clients / distributors valid. Data analysis was performed using Microsoft Excel software to count the results and presentation of data through charts and graphs. With the results, it was found that the perception and level of customer satisfaction for most of the items questioned had high rates.