THE REPERCUSSION OF TELECOMMUTING ON THE QUALITY OF SERVICES PROVIDED BY TECHNICAL ADMINISTRATIVE STAFF IN A PUBLIC INSTITUTION OF HIGHER EDUCATION

The abrupt implementation of telecommuting in public and private institutions as a result of actions to combat the advance of the COVID19 virus changed the routine of work, thus causing advantages and disadvantages after it was adopted.This paper sets out to examine the effect of telecommuting on the quality of the service provided by administrative technicians in a public institution of higher education.For this, the SERVPERF questionnaire was adapted.In general, the results show that ATS gave lower ratings to customers regarding the quality of their services provided.The main contribution here is to support decision-making by managers of educational institutions with pertinent information about the nuances of telecommuting, conditions of the work environment and technology.