Análise da percepção da qualidade dos serviços públicos: um estudo de caso do siac Luanda

Resumen

The present study has as objective to analyse the perception of the user about the quality of the Integrated Service to pay attention to the citizen of Luanda (SIAC), with base in the present dimensions in the model SERVQUAL. For that, a methodology of descriptive analysis of the data was used. The results demonstrate that in the domain of the dimensions that compose the perception of the quality in the services, for that the warranty is the dimension more considered by the users of SIAC, wich in fact denotes that the SIAC have inspired user’s credibility and safety; while responsiveness and reliability presents lower values. Such results indicate that the SIACs were unable to respond to what is the biggest challenge about administrative change, that it consists of increasing the responsiveness of public services and reliability.