Avaliação dos serviços de atendimento ao contribuinte nas agências da receita estadual do Estado do Espírito Santo

Abstract

Society has undergone intense and very rapid transformations in recent decades. Technological advancement, notably, information technology and the internet are both a product and cause of these rapid changes. These advances bring about changes in our behavior at all levels. The public sector also felt the need to update itself and use technological and informational advances in its favor, seeking to improve the state-society relationship. This study is part of this context and aims to evaluate the face-to-face service within the scope of the State Secretariat of Finance of the State of Espírito Santo. The research problem is thus situated: what is the users' perception about the services provided at the State Revenue Agencies in Espírito Santo? As for the methodology, a semi-structured questionnaire was used as a research instrument. The analyzes and results were developed using the SERVQUAL methodological approach to assess the quality of services, which is based on its five classic dimensions: Tangibility, Reliability, Guarantee, Responsiveness and Empathy. The reliability of the collected data was established by Cronbach's alpha coefficient and the results of the research were obtained by means of Basic Descriptive Statistics using measures of central tendency and dispersion and by calculations of the SERVQUAL method gaps. The results show that the tangibility dimension is the one that deserves more attention in the researched institution, as it resulted in a negative evaluation gap. On the other hand, the dimension that stood out positively in the survey was empathy, obtaining the largest positive gap. But, in general, the results show that the satisfaction of users of the service provided by SEFAZ AREs exceeds expectations. This research has as technical product subsidies to the development of a Periodic Evaluation Routine to be implemented in the different SEFAZ bodies, which can also be extended to other similar public bodies, seeking to develop in the public sector this cultural field where the user of public services and society in general are the main focus of your attention and work