Quality assessment of the outsourcing services of the furniture and layout intervention in a public organization

Authors

  • Maria Aparecida Gouvêa FEA/USP
  • Ricardo Lopes Pinto Banco Central do Brasil
  • Braulio Oliveira FEI/SP

DOI:

https://doi.org/10.5902/198346597591

Abstract

This study aimed to identify, within the framework of a public organization, indicators allowing an assessment of the quality of outsourced service maintenance of layout according to the perspectives of users, of contract fiscals and of the responsible for service providers.

Through the statistical technique of structural equations modeling, the definition of constructs directly relevant to the measurement of quality of service of maintenance of layout has been obtained. On the basis of the results of four surveys (a quantitative one with service users and three qualitative, each of them with each segment: users, fiscals and service providers) it was possible to compare the rankings of the aspects that lead to perceived quality of the services in accordance with the three segments of interest in this work. The main indicators and their assessments may be considered by the company focused in this study as items in the drawing up of contracts between suppliers and contracting part and as references in monitoring the provision of maintenance of layout.

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Author Biographies

Maria Aparecida Gouvêa, FEA/USP

Doutora e Livre-docente em Administração pela FEA/USP; Professora Associada do Departamento de Administração da Universidade São Paulo.

Ricardo Lopes Pinto, Banco Central do Brasil

Doutor em Administração pela FEA/USP; Analista do Banco Central do Brasil.

Braulio Oliveira, FEI/SP

Doutor em Administração pela FEA/USP; Professor do Departamento de Administração da FEI/SP.

Published

2015-06-16

How to Cite

Gouvêa, M. A., Pinto, R. L., & Oliveira, B. (2015). Quality assessment of the outsourcing services of the furniture and layout intervention in a public organization. Revista De Administração Da UFSM, 8(1), 103–124. https://doi.org/10.5902/198346597591

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