Qualidade do serviço interno sob a satisfação profissional: uma análise da influência em uma empresa fabricante
DOI:
https://doi.org/10.32719/25506641.2024.15.3Palavras-chave:
gestão laboral, percepção de qualidade, satisfação laboral, fabricação, clientes internosResumo
A qualidade do serviço interno é geralmente avaliada no âmbito dos clientes externos, mais ainda no setor de serviços. A necessidade de entender aos clientes internos causou que as organizações fortaleçam a qualidade do serviço interno de um jeito que tenha influencia na satisfação profissional. O objetivo é analisar a incidência da qualidade do serviço interno com a satisfação profissional dos empregados em um processo de fabricação. O estudo se fiz com uma mostra homogênea de sete empresas fabricantes na cidade de Cuenca-Equa-dor; portanto, esse estudo está relacionado com um contexto especifico. Usou-se uma escala Likert de sete pontos; uma adaptação do modelo SERVQUAL com todas as suas dimensões e uma enquete de satisfação profissional com uma mostra de 364 pesquisados. A análise da informação foi feita com o programa SPSS versão 26 (demo). Os resultados mostraram uma correlação positiva e um grado de associação moderada da qualidade do serviço interno e a satisfação laboral. Adicionalmente, o coeficiente de regressão R2 mostrou a validez da ideia da qualidade do serviço interno causando um impacto positivo com a satisfação laboral.
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