Quality of work life as related to quality of service rendered by gas station attendants

Abstract

The quality of gas station attendant work life was diagnosed taking into account their profile to characterize attendant performance in QWL terms, in accordance with the Fernandes model (1996) and perceive relationships between QWL and quality of services rendered. The total was comprised of 886 people with 283 selected as a sample. Data was collected by a structured questionnaire, based on the model, which had only one subjective question. The closed questions were processed by statistics software SPSS and results for the open question were grouped according to the model cited. Results showed a poorer performance on Compensation and Work Conditions as opposed to Image of the Company and Communication, which had a positive aspect. The survey points out that, despite increasing investments in gas station appearance, only minimum emphasis has been placed on development of attendants. Considering that the attendant is the first and often only contact a client has with a gas station, results show limitations in the QWL, with a negative impact on the service quality.