2º Prêmio da qualidade em Tapauá – 2017

Abstract

This paper describes a realization of the Quality Award in the City of Tapauá, whose main objective was to recognize and give visibility to the commercial organizations. Twelve questionnaires were used, one structured and one semistructured, the first one to measure the level of understanding of organizational functions by the entrepreneurs, and secondly to measure the degree of customer satisfaction in a sample of 36 entrepreneurs and 1,080 customers. It was verified that the entrepreneurs are still distant from certain management practices in the Business Management Course advocates for organizations such as the identification of mission, vision, and values, among others. Quality of Service was the best indicator of customers ‘perception of importance, while the variable regarding sustainability norms was the one that showed less influence on the managers’ perception. At the end, recommendations and directions for conducting new research and the need for more academic approaches are pointed and how much the award can serve as a parameter for companies to seek their improvement year after year.