Comprometimento e percepção da qualidade de serviços de tecnologia da informação

Abstract

The research results on organizational commitment have direct managerial implications as its findings can be used in managing the workforce by HR departments. In general, the studies on commitment to the organization are focused on good results of possessing a workforce highly committed, mainly the affective and normative types. This study investigated possible side effects of commitment on workers perception of service quality. The study used the scale developed by Meyer and Allen to measure commitment in three bases and the SERVQUAL instrument developed by Parasuraman, Zeithaml e Berry to measure service quality. A survey research was developed in a large organization that possesses an information technology unit whose ISO9000 quality system is certified and that has also experience with other quality management systems. The research objective was to analyze if there are differences in perception of service quality by high committed employees and low committed ones. The collected data about commitment and service quality were submitted to exploratory factor analysis and factor scores obtained about latent variables were generated to be used in means comparison tests about quality perception, using as grouping variables indexes of commitment on the three bases: affective, normative and instrumental. The research results support the conclusion that commitment level does not affect the workers service quality perception.