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Abstract(s)
O presente estudo de investigação é assinalado pela pergunta de investigação: qual o grau de
satisfação dos munícipes da Câmara Municipal de Bragança (CMB)? É nosso objetivo aferir a
satisfação dos munícipes para com os serviços prestados pelo município em causa. Será que os
munícipes que recorrem aos serviços prestados pela CMB apresentam elevados níveis de
satisfação? Em termos de estruturação da dissertação, será pensada seguindo, primeiramente,
as considerações teóricas, onde se debate a importância da excelência nos serviços públicos,
se dão a conhecer os modelos de gestão de qualidade, com enfoque particular na Common
Assessment Framework (CAF), e faz-se um realce da importância da satisfação dos cidadãos.
Depois, aborda-se a qualidade e a satisfação nos serviços públicos, em Portugal, onde se foca
a evolução histórica, legislativa e modelar da qualidade, evidenciando a CAF na administração
pública. Dá-se a conhecer a caracterização e a qualidade do desempenho da CMB, estudo de
caso em causa. A seguir, revela-se as opções metodológicas, adotando-se uma metodologia que
seguirá uma abordagem quantitativa, com aplicação de questionário. Por fim, analisa-se o nível
de satisfação dos munícipes da CMB, seguindo-se os resultados apurados, que nos permitem
confirmar e apreciar que os munícipes se encontram “Muito Satisfeitos” para com os serviços
prestados pela CMB.
This research study is marked by the following research question: what is the level of satisfaction of the residents of municipality of Bragança (CMB)? The object of our research is to gauge the satisfaction of citizens in relation to the services provided by the municipality in question. Do citizens who use the services provided by the CMB have high levels of satisfaction? In terms of the structure of the dissertation, it will firstly follow theoretical considerations, where the importance of excellence in public services is discussed, quality management models are presented, with a particular focus on the Common Assessment Framework (CAF), and the importance of citizen satisfaction is highlighted. Next, we look at quality and satisfaction in public services in Portugal, where we focus on the historical, legitimate and model evolution of quality, highlighting the CAF in public administration. The characterization and quality of the performance of the CMB, the case study in question, is presented. Next, the methodological options are revealed, adopting a methodology that follows a quantitative approach, with the application of a questionnaire. Finally, the level of satisfaction of the residents of the CMB is analysed, followed by the results, which allow us to confirm and appreciate that the residents are "Very Satisfied" with the services provided by the CMB.
This research study is marked by the following research question: what is the level of satisfaction of the residents of municipality of Bragança (CMB)? The object of our research is to gauge the satisfaction of citizens in relation to the services provided by the municipality in question. Do citizens who use the services provided by the CMB have high levels of satisfaction? In terms of the structure of the dissertation, it will firstly follow theoretical considerations, where the importance of excellence in public services is discussed, quality management models are presented, with a particular focus on the Common Assessment Framework (CAF), and the importance of citizen satisfaction is highlighted. Next, we look at quality and satisfaction in public services in Portugal, where we focus on the historical, legitimate and model evolution of quality, highlighting the CAF in public administration. The characterization and quality of the performance of the CMB, the case study in question, is presented. Next, the methodological options are revealed, adopting a methodology that follows a quantitative approach, with the application of a questionnaire. Finally, the level of satisfaction of the residents of the CMB is analysed, followed by the results, which allow us to confirm and appreciate that the residents are "Very Satisfied" with the services provided by the CMB.
Description
Keywords
Qualidade Common assessment framework (CAF) Bragança Munícipes Serviços prestados