出版社：Eduem - Editora da Universidade Estadual de Maringá
摘要：This study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights.
关键词：quality services;territorialities;socialization;human rights;qualidade em serviços;territorialidades;socialização;direitos humanos.
