Satisfaction analysis of emapast public company workers with the servqual model.

Abstract

Companies have external and internal customers; the internal collaborators when being evaluated for the performance, demonstrate some type of resistance and their perception requires a very objective evaluation, because when they are consulted for the degree of satisfaction with the work, they show different conceptions of the administrative tasks. In this perspective, measuring the satisfaction they have in their administrative work is essential to carry out a continuous improvement of processes with employees empowered in the achievement of business objectives. For this purpose, the SERVQUAL model is used, which uses two levels of 5 dimensions, expectations and perceptions. The methodology to follow has to do entirely with the measurement of the dimensions in the SERVQUAL.