Avaliação da qualidade percebida por produtores rurais em relação ao serviço prestado no âmbito do Projeto Produtores de Água do Estado do Espírito Santo
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Data
2015-02-23
Autores
Neves, Marcos Benevenuto
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Universidade Federal do Espírito Santo
Resumo
Research about quality perceived by the customer for a service used, allow the identification of failures that can be addressed in order to increase the improvement of service and raise the level of user satisfaction. The project ProdutorES de Água of the State of Espírito Santo in Brazil was taken as object of study, which is a payment experience for environmental services. The study aims to evaluate the quality perceived by producers who joined the project in relation to the service provided by the supplier. For this purpose, it was used a measure based on SERVQUAL scale. The questionnaires were filled along with 58 farmers of the sample selection, that involved: calculation of gaps (gaps) between the average of 14 items for each section expectation and perception; use of quartiles as separatrix of gaps in "critical regions" priority for preventive and corrective actions; application of tests to verify differences of average for paired and independent samples; evaluation of the reliability of the questionnaire through coefficient Alpha of Cronbach and use of cluster analysis. The results indicate the occurrence of negative gaps for all variables considered in the sample, suggesting that the main failures of the project in the items was: information given to the producer about the results of the technical survey carried out at the properties during the contract; lack of elucidation about the conditions in which the contract renewal would happen and in the payments to producers according to established dates. The applied scale proved to be reliable for the questionnaire as a whole, however, gave some unsatisfactory coefficients in some of sections. The cluster analysis allowed the formation of two groups of producers classified as Satisfied with the Project (18 individuals) and Dissatisfied (40 individuals) based on the magnitude of gaps.
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Perceived Quality , SERVQUAL scale , Gaps , Cluster Analysis , Qualidade Percebida , Escala SERVQUA , Lacunas. , Análise de Agrupamento.
Citação
NEVES, Marcos Benevenuto. Avaliação da qualidade percebida por produtores rurais em relação ao serviço prestado no âmbito do Projeto Produtores de Água do Estado do Espírito Santo. 2015. 92 f. Dissertação (Mestrado Profissional em Engenharia e Desenvolvimento Sustentável) - Programa de Pós-graduação em Engenharia e Desenvolvimento Sustentável, Universidade Federal do Espírito Santo, Vitória, 2015