CASE STUDY OF SERVICES QUALITY AT GOVERNMENT HEALTH ORGANIZATION IN PORTO VELHO CITY, RONDONIA STATE, BRAZIL
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Abstract
The present paper studies the causal relationship between the confrontation of environment and individual defended by Contingency Theory of Management in the public health government services organizations. This study demonstrates the research, analysis and results obtained through the development and application of scientific methods of qualitative nature, with procedures of questionnaires applying, in loco investigations and a support by a group of focus; the theoretical and conceptual bases on the subject were collected and then confronted with the facts observed in the researched organization. Consequently, the improvements initiatives and the adequacy of the process were proposed in order to contribute to the actions of innovation development that seek to improve the performance of activities by the efficient application of the available resources.
The results of individual behavioral are described after investigating in the context of the processes of the service delivery. The participation of social actors in the interaction with the public body in order to infer in the quality of service delivery is analyzed. Following the scientific recommendations, the citizen participation in the projects can improve this process. This research activity contributes as an academic tool for the improvement of the service delivery quality offered by public institutions. The report findings and suggestions developed from the data analysis obtained from employees delivering services and the service users, will be used to diagnose the necessities and opportunities aiming the elaboration of government policies for the process of community development.
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