Dissertação de Heitor César Costa de Oliveira - Mestrado ...

ABSTRACT
The growing importance that quality has acquired the world reflects aspects of the
search for improved resource management. In the legal sector this growth is
attributed in large part the work of the National Council of Justice - CNJ coming
requiring managers of the judiciary, the intense search for improvement in judicial
administration of the courts. Special Court in this search is more enhanced, since the
law that established (Law 9.099/95) has the promise to provide a more accessible
and quick justice to the parties, and is characterized by simplification of procedures
and the direct relationship with the user. The study aims to evaluate the quality of
special courts civil state based on user perception individuals unaccompanied by
lawyers in the city of Natal. Therefore, the research of exploratory and descriptive
nature, used the quantitative method with a questionnaire to 272 individuals, the
opening stage process, the sample being targeted regions of operation of the
Juvenile Court in the city of Natal / RN. The theory of support was based on the
theoretical model of quality of Parasuraman, Zeithaml and Berry (1985). The results
showed that in all attributes, in all regions, the quality is below what the users want. It
was concluded that the levels of quality, suggest improvements to be made as a way
of meeting the expectations of users.
Keywords: special court, quality, openness of process