Fatores críticos de sucesso do lançamento de um organismo de inspeção veicular acreditado e sua relação com a qualidade percebida

Abstract

This research intends to determine the Critical Success Factors CSF for the settlement of a Vehicle Inspection Body accredited by INMETRO - OIA, to assess the Service Quality Percepted SQP by the clients of the inspection services offered by an QIA, and then verify, through regression analysis and the minimum square method, the eventual relation between those two previous issues. The confirmation of a positive relation between CSF and SQP, witch did not occur, could indicate that a proper implementation of the FCS by the OIA, would implicate in a better perception of Service-Quality, promoting a virtuous cycle that could contribute to increase credibility and diminish the necessity of controlling for the Vehicle Inspection Body Accreditation Program.