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Abstract(s)
A sociedade com que nos deparamos atualmente é caraterizada pela existência de uma mudança de mentalidades a nível de conhecimentos e informações, concebida pelo crescente desenvolvimento tecnológico e pela emergência de uma cultura de qualidade. Neste contexto, a economia mundial teve de responder a estas exigências e demandas impostas pela sociedade. Os serviços públicos de igual modo tiverem de adotar determinadas medidas e ações perante os requisitos exigidos. A implementação de uma política de qualidade, em qualquer organização, só é possível se existir o envolvimento de todos os que fazem parte da mesma. Deste modo, para o sucesso da organização é importante a existência de colaboradores satisfeitos e de igual modo motivados. O presente estudo tem como objetivo confirmar a importância da satisfação e motivação dos colaboradores do ISS, I.P. na qualidade do serviço prestado, identificando os principais fatores de satisfação e motivação dos mesmos. A recolha de dados foi realizada através de um inquérito por questionário dirigido aos colaboradores do ISS, I.P., seguindo com as devidas adaptações o modelo CAF. Os resultados apurados permitem verificar que quanto ao nível de igualdade de oportunidades os colaboradores assumem um grau de insatisfação de 56,25%, sendo que as mulheres se encontram visivelmente mais insatisfeitas. Os colaboradores assumem maior insatisfação no método adotado pelo ISS, I.P. sobre o sistema de avaliação de desempenho (67,86%) e sistema de recompensas (81,25%). Quanto ao modo como é efetuado o envolvimento dos colaboradores na organização este revela o desagrado da maioria dos colaboradores (61,90%). A satisfação dos colaboradores está visível em aspetos como a segurança e condições de trabalho e na atuação do ISS, I.P. face às medidas adotadas quanto ao COVID-19. Os resultados relativamente ao tema da motivação revelam a existência de colaboradores muito motivados (85,00%). As informações recolhidas dos resultados alcançados permitem identificar a execução de processos de melhoria na área financeira, de recursos humanos e na direção. Espera-se que os resultados obtidos neste trabalho contribuam para a valorização do papel dos colaboradores e para a melhoria significativa da qualidade dos serviços do ISS, I.P.
The society we face today is characterized by the existence of a change in mentalities in terms of knowledge and information conceived by the growing technological development and the emergence of a quality culture. In this context the world economy had to respond to these demands and requirements imposed by society. Public services likewise have to adopt certain measures and actions in view of the required conditions. The implementation of a quality policy in any organization is only possible if there is the involvement of all who are part of it. Therefore, for the success of the organization it is important to have satisfied and equally motivated employees. This study aims to confirm the importance of satisfaction and motivation to ISS, I.P. employees in the quality of the service provided identifying the main factors of satisfaction and motivation. Data collection was carried out through a questionnaire survey addressed to ISS, I.P. employees, following the CAF model with appropriate adaptations. The results obtained allow us to verify that regarding the level of equal opportunities employees assume a degree of dissatisfaction of 56.25% with women being visibly more unsatisfied. Employees assume greater dissatisfaction in the method adopted by ISS, I.P. on the performance evaluation system (67.86%) and rewards system (81.25%). As for the way in which employees are involved in the organization this make public the displeasure of most employees (61.90%). Employee satisfaction is visible in aspects such as safety and working conditions and in the performance of ISS, I.P. in view of the measures adopted regarding COVID-19. The results regarding the motivation theme reveal the existence of highly motivated employees (85.00%). The information collected from the results achieved allows the identification of the execution of improvement processes in the financial, human resources and management areas. It is expected that the results obtained in this work contribute to the enhancement of the role of employees and to a significant improvement in the quality of ISS, I.P.
The society we face today is characterized by the existence of a change in mentalities in terms of knowledge and information conceived by the growing technological development and the emergence of a quality culture. In this context the world economy had to respond to these demands and requirements imposed by society. Public services likewise have to adopt certain measures and actions in view of the required conditions. The implementation of a quality policy in any organization is only possible if there is the involvement of all who are part of it. Therefore, for the success of the organization it is important to have satisfied and equally motivated employees. This study aims to confirm the importance of satisfaction and motivation to ISS, I.P. employees in the quality of the service provided identifying the main factors of satisfaction and motivation. Data collection was carried out through a questionnaire survey addressed to ISS, I.P. employees, following the CAF model with appropriate adaptations. The results obtained allow us to verify that regarding the level of equal opportunities employees assume a degree of dissatisfaction of 56.25% with women being visibly more unsatisfied. Employees assume greater dissatisfaction in the method adopted by ISS, I.P. on the performance evaluation system (67.86%) and rewards system (81.25%). As for the way in which employees are involved in the organization this make public the displeasure of most employees (61.90%). Employee satisfaction is visible in aspects such as safety and working conditions and in the performance of ISS, I.P. in view of the measures adopted regarding COVID-19. The results regarding the motivation theme reveal the existence of highly motivated employees (85.00%). The information collected from the results achieved allows the identification of the execution of improvement processes in the financial, human resources and management areas. It is expected that the results obtained in this work contribute to the enhancement of the role of employees and to a significant improvement in the quality of ISS, I.P.
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Keywords
Serviços públicos Satisfação Motivação Public services Satisfaction Motivation