CONTINUOUS IMPROVEMENT IN PUBLIC MANAGEMENT:
AN ASSESSMENT OF CUSTOMER ATTENDANCE SERVICE ON VITORIA'S PLANETARIUM

Name: HELENA MENDIVIL GIRARDI
Type: MSc dissertation
Publication date: 20/05/2020
Advisor:

Name	Role
SHENIA D´ARC VENTURIM CORNÉLIO	Advisor *

Examining board:

Name	Role
SERGIO MASCARELLO BISCH	External Examiner *
SHENIA D´ARC VENTURIM CORNÉLIO	Advisor *
TACIANA DE LEMOS DIAS	Internal Examiner *

Summary: Introduction: Seeking for quality in services is not restricted to private sector. During the latter years, public sector has also felt the obligation to offer excellence in attendance, mainly because this is its principal goal to society needs. The chosen place for audience satisfaction analysis regarding customer service was Vitória’s Planetary, due to be a space in which around 35.000 visitors attend annually. Therefore, the following problem was set in order to be investigated: what is the level of satisfaction of the audience that visits the Vitória’s Planetary Fridays to watch content sessions and sky observation with telescope aimed to general public? In order to do that, positive and relevant aspects were identified to qualify the space public management. Indicators were described to evaluate the satisfaction and dissatisfaction level of the attended audience and measures to be taken were suggested to improve visitor’s attendance in view of seeking quality in public management. The theoretical foundation was based in quality concepts, quality management and continuous improvement in public management, and beyond that, concepts regarding formal, informal e non-formal education and planetary specific concepts. Thus, support was sought in the following theoretical sources: Castro (2018), Pereira (2014), Deming (2004), Moura (1999), Ishikawa (1993), Garvin (2002), Cavalcante (2016), Sobreira and Rodrigues (2018), Parasuraman, Zeithaml and Berry (1985), Pena (2013), Sousa et al. (2017), Santana C., Santana I. and Damke (2016), Silva (2018), Marques and Freitas (2017), Marandino (2017), Gohn (2016), Romanzini (2011), Cazelli (2005), Smith (2001), Cazelli (2000), Queiroz (2017), Langhi and Nardi (2009), Bisch (1998), Romanzini and Batista (2011). Regarding methodological procedures, goals classify the research as descriptive. The study includes literature review, documentary research and field research/case study, which was developed by quantitative and qualitative analysis, guided by Servqual Model on quality service indicators definition. Methods and procedures use were data collection by questionnaires application to customer profile recognition and its satisfaction for the services rendered (questionnaire based on Servqual model). As the outcomes, the following items were presented: Vitória’s Planetary customer profile on planetary and sky observation sessions destined to the general public on Fridays, satisfaction level by perceived quality quantification and suggestions for attendance improvement. From the outcomes, as a technological product an action plan was delivered with indicators e suggestions of improvements for short, medium and long term to the Vitória’s Planetary public agency partners, in order to enlarge satisfaction level of citizens who attend there looking for scientific knowledge, leisure and curiosity. In its turn, public management of the space for the benefit of society is therefore qualified.

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