Work

The Repercussion of Telecommuting on the Quality of Services Provided by Technical Administrative Staff in a Public Institution of Higher Education

Year: 2024

Type: conference-paper

Abstract: The abrupt implementation of telecommuting in public and private institutions as a result of actions to combat the advance of the COVID19 virus changed the routine of work, thus causing advantages and disadvantages after it was adopted.This paper sets out to examine the effect of telecommuting on the quality of the service provided by administrative technicians in a public institution of higher education.For this, the SERVPERF questionnaire was adapted.In general, the results show that ATS gave lower ratings to customers regarding the quality of their services provided.The main contribution here is to support decision-making by managers of educational institutions with pertinent information about the nuances of telecommuting, conditions of the work environment and technology.

Source: Anais ... Encontro Nacional de Engenharia de Produção/Anais do Encontro Nacional de Engenharia de Produção

DOI: 10.14488/enegep2024_tn_st_422_2072_46956

Authors: JOSE MARCELO LOPES VANDERLEY, RODRIGO SAMPAIO LOPES, MARCELE ELISA FONTANA

Institutions: Universidade Federal de Pernambuco, Federal University of São João del-Rei

Language: English

Topic: Work-Family Balance Challenges

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

SDG: Quality education

Open Access status: bronze

Funders: Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, Universidade Federal de Pernambuco