Análise da qualidade do atendimento aos usuários do 21º Distrito de Policia Militar

Abstract

This article's main objective is to analyze the quality of service offered in the 21st Integrated District of the Manaus Police, with the purpose of understanding, from the users' perspective, how they evaluate the service they receive from interns. To this end, the qualitative approach was used as a methodological subsidy, and as an instrument for data collection, ten questionnaires were applied to the subjects who were treated at the study site during a given period. The literature review contributed to the theoretical deepening of the research on the topic of quality. Through the analysis of the data obtained, it was possible to understand that the service was well evaluated, however, negative aspects, such as the delay and the slow and bureaucratic system, were highlighted. It was found that the change requires the involvement of different professionals and spheres, as the service team interns are subordinated to a system and to superiors who have a civil service exam and have professional stability.