Avaliação pós-ocupação de uma edificação de uma instituição pública de ensino superior baseada na satisfação dos usuários e nas recomendações das normas e legislações

Abstract

In the globalized and competitive world, the search for excellence in processes is becoming an obligation on the part of companies, as a market differential, since there are performance standards that contribute to differentiated products, as well as a good evaluation of customer satisfaction. In this way, this dissertation aims at the realization of a Post-Occupancy Assessment of a building of a public institution of higher education based on the satisfaction of the users and in the recommendations of the norms and laws. For this, two methods were used: behavioral analysis, through questionnaires, where the user expresses his opinion regarding the building being evaluated and technical evaluation, where the physical and architectural aspects of comfort are evaluated. In the application of the behavioral analysis it was possible to detect the users' dissatisfaction in some points like conservation of chinaware and bathroom metals. In the items related to environmental comfort, the thermal sensation and noise items were poorly evaluated by the users. In electrical installations the item quantity of outlet was the one that pointed out the most attention. The application of the technical evaluation through norms and laws corroborated with the opinion of the users, besides presenting other problems. The final results were summarized in an array of findings and recommendations. Thus, it can be concluded that it is possible to identify a certain dissatisfaction among users that may be due to project failures and specifications, but could be reduced with periodic evaluations, accompanying updates of legislation and technical standards, thus contributing to future projects and serving the purpose for which the Post Occupancy Assessment was created.