A carregar...
Publicação
Importância da qualidade dos serviços para a satisfação dos stakeholders e a confiabilidade das Organizações de Economia Social
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 3.49 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
A presente investigação teve como objetivo compreender de que forma a implementação de um Sistema de Gestão da Qualidade (SGQ) influencia a perceção da qualidade dos serviços prestados, a satisfação dos stakeholders e a confiança nas Organizações da Economia Social (OES). Para isso, foram exploradas duas questões centrais: de que forma as práticas de gestão da qualidade impactam a qualidade dos serviços e a satisfação dos stakeholders, e como a adoção de um SGQ fortalece a confiabilidade organizacional.
Este estudo procura igualmente responder à ausência de investigação que relacione, de forma integrada, a implementação de SGQ com a perceção da qualidade dos serviços, a satisfação dos stakeholders e a confiança institucional nas OES em Portugal.
O enquadramento teórico baseou-se nos conceitos de gestão da qualidade e confiança organizacional. A metodologia adotada foi a empírico analítica, com abordagem mista, combinando inquéritos por questionários e entrevistas semiestruturadas, permitindo uma análise abrangente e a triangulação de dados. A amostra incluiu três organizações do sector social certificadas em distintos modelos de qualidade e localizadas nos distritos de Braga e Porto.
Os resultados revelaram que a implementação de um SGQ está associada a perceções maioritariamente positivas, especialmente ao nível da confiança, da competência técnica e da consistência dos serviços. Verificou-se ainda uma relação significativa entre a perceção da qualidade e a satisfação dos stakeholders, reforçando a importância das práticas de qualidade na construção de uma imagem institucional sólida e confiável.
Apesar de uma das hipóteses não ter sido confirmada estatisticamente, os dados qualitativos destacaram benefícios percebidos nas mudanças operadas, nomeadamente ao nível da organização, da comunicação e do planeamento.
Concluiu-se que a integração efetiva do SGQ na cultura organizacional contribui para a melhoria da qualidade percebida, para o reforço da confiança dos stakeholders e para a consolidação da missão social das OES. O SGQ deve ser entendido como uma ferramenta estratégica de desenvolvimento institucional, mais do que um mero cumprimento normativo.
This research aimed to understand how the implementation of a Quality Management System (QMS) influences the perception of the quality of services provided, stakeholder satisfaction and trust in Social Economy Organizations (SEOs). To this end, two central questions were explored: how quality management practices impact service quality and stakeholder satisfaction, and how the adoption of a QMS strengthens organizational reliability. This study also seeks to address the lack of research that integrally links the implementation of QMS with the perception of service quality, stakeholder satisfaction, and institutional trust in SEOs in Portugal. The theoretical framework was based on the concepts of quality management and organizational trust. The methodology adopted was empirical-analytical, with a mixed-methods approach, combining questionnaire surveys and semi-structured interviews, allowing for a comprehensive analysis and data triangulation. The sample included three social sector organizations certified in different quality models and located in the districts of Braga and Porto. The results revealed that the implementation of a QMS is associated with primarily positive perceptions, especially in terms of trust, technical competence, and consistency of services. There was also a significant relationship between the perception of quality and stakeholder satisfaction, reinforcing the importance of quality practices in building a solid and reliable institutional image. Although one of the hypotheses was not statistically confirmed, the qualitative data highlighted perceived benefits in the changes made, particularly at the organizational, communication, and planning levels. It was concluded that the effective integration of the QMS into the organizational culture contributes to improving perceived quality, strengthening stakeholder trust, and consolidating the social mission of the OES. The QMS should be understood as a strategic tool for institutional development, rather than a mere regulatory compliance.
This research aimed to understand how the implementation of a Quality Management System (QMS) influences the perception of the quality of services provided, stakeholder satisfaction and trust in Social Economy Organizations (SEOs). To this end, two central questions were explored: how quality management practices impact service quality and stakeholder satisfaction, and how the adoption of a QMS strengthens organizational reliability. This study also seeks to address the lack of research that integrally links the implementation of QMS with the perception of service quality, stakeholder satisfaction, and institutional trust in SEOs in Portugal. The theoretical framework was based on the concepts of quality management and organizational trust. The methodology adopted was empirical-analytical, with a mixed-methods approach, combining questionnaire surveys and semi-structured interviews, allowing for a comprehensive analysis and data triangulation. The sample included three social sector organizations certified in different quality models and located in the districts of Braga and Porto. The results revealed that the implementation of a QMS is associated with primarily positive perceptions, especially in terms of trust, technical competence, and consistency of services. There was also a significant relationship between the perception of quality and stakeholder satisfaction, reinforcing the importance of quality practices in building a solid and reliable institutional image. Although one of the hypotheses was not statistically confirmed, the qualitative data highlighted perceived benefits in the changes made, particularly at the organizational, communication, and planning levels. It was concluded that the effective integration of the QMS into the organizational culture contributes to improving perceived quality, strengthening stakeholder trust, and consolidating the social mission of the OES. The QMS should be understood as a strategic tool for institutional development, rather than a mere regulatory compliance.
Descrição
Palavras-chave
Economia Social Qualidade Gestão da Qualidade Satisfação dos Stakeholders Confiabilidade Institucional.