Articlediamond2024

A RELAÇÃO ENTRE A QUALIDADE DOS SERVIÇOS DE TREINAMENTO E SATISFAÇÃO NO TRABALHO DE SERVIDORES DA EDUCAÇÃO

Sabrina Bianca da Silva Alves · Harley dos Santos Martins · Cristiano Descovi Schimith

1 citations0/0 files storedTrabalho & Educação

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Human Resource Development and Performance Evaluation Employee Performance and Management Customer Service Quality and Loyalty

Abstract

The objective of this research was to evaluate the quality of training and qualification services offered by a public institution by comparing the expectations and experiences of the client, who is an administrative technician in education, and their relationship with satisfaction in the work environment and quality of life at work. The research is exploratory and descriptive in nature, and quantitative and qualitative methods were used. To evaluate the effectiveness of the training program at the Instituto Federal do Pará – Campus Avançado Vigia, the site of this research, the SERVQUAL model was used, which aims to measure the quality of the service based on the difference between the perceptions of the clients about the service provided and their expectations. It is a questionnaire composed of 22 questions that encompass 5 dimensions of quality, dimensions selected from bibliographical surveys, indicated as relevant for this study. The SERVQUAL model proved to be effective in evaluating the quality of the service and in identifying gaps that need to be addressed to improve the organization's performance. The relationship between perceived quality and satisfaction in the work environment was analyzed using the QWLQ-bref questionnaire, which assesses four domains of quality of work life (QWL). It consists of 20 questions, which makes the research faster. The results revealed a positive correlation between the dimensions of quality of the training service and the domains of QWL, corroborating the studies carried out and indicated in this research. The gaps between expectations and results related to the quality of the training service were also confirmed. As a suggestion for future research, it is suggested that the questionnaires be applied to other units of the federal public sphere with the aim of promoting generalization and reducing biases

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2011Making sense of Cronbach's alpha 2006Employee reactions to corporate social responsibility: an organizational justice framework 2001A New Measure of Quality of Work Life (QWL) Based on Need Satisfaction and Spillover Theories 2005The impact of workplace learning on job satisfaction in small US commercial banks 2019Quality of Work Life and Organizational Performance: Workers’ Feelings of Contributing, or Not, to the Organization’s Productivity 2020The relationship between quality of work life and work-life-balance mediating role of job stress, job satisfaction and job commitment: evidence from India 2017Abordagem quanti-qualitativa:2018How perceptions of training impact employee performance

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