Quality of public service through the SERVQUAL model: an analysis of Brazilian dissertations and theses

The public service is the context for meeting many social needs of citizens. With this, it is important that the services provided present quality and are satisfactory and effective for the population. From this, this article aims to carry out a bibliometric study in dissertations and theses prepared in public and private institutions in Brazil between the years 2000 and 2020 that analyze the SERVQUAL model as a public service evaluation tool. As main results, it was noticed that most of the works resulting from the database address the health theme, another discovery is the predominance of academic and professional productions from master's courses, still in relation to the approach of the works, the areas in which that the studies were conducted in accordance with the definitions of the areas of knowledge of CAPES, where it was noticed that the area that covers the largest number of themes using the tool is engineering.