Submitted by Rodrigo Mendes (rbmendes@gmail.com) on 2014-05-14T13:38:04Z No. of bitstreams: 1 Rodrigo Mendes-Dissertação-versão final.pdf: 1102357 bytes, checksum: b709e9aac5cbb93070fad894889bb105 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2014-05-15T17:09:12Z (GMT) No. of bitstreams: 1 Rodrigo Mendes-Dissertação-versão final.pdf: 1102357 bytes, checksum: b709e9aac5cbb93070fad894889bb105 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2014-05-26T19:29:11Z (GMT) No. of bitstreams: 1 Rodrigo Mendes-Dissertação-versão final.pdf: 1102357 bytes, checksum: b709e9aac5cbb93070fad894889bb105 (MD5) / Made available in DSpace on 2014-05-26T19:29:26Z (GMT). No. of bitstreams: 1 Rodrigo Mendes-Dissertação-versão final.pdf: 1102357 bytes, checksum: b709e9aac5cbb93070fad894889bb105 (MD5) Previous issue date: 2014-04-28 / The approval of Brazil’s freedom of information law (12.527) in 2011 affirms transparency as a rule and secrecy as the exception for all levels of the Brazilian public administration. Subsequent to the law taking effect, the public administration had 180 days to implement the law, until May 2012. Since that time, the challenge has been to transform this instrument into a means of sustaining a more open and responsive government. In this sense, the law has had important repercussions on the public administration, giving rise to new procedures and institutional designs to address the law’s scope and ambition. This work is an explorative analysis of the law’s implications during its first year and a half of operation for Brazil’s regulatory agencies in general and the National Agency of Petroleum, Natural Gas and Biofuels (ANP) in particular. / A publicação da Lei 12.527 em 2011, a Lei de Acesso à Informação, cuja vigência se deu a partir de maio de 2012, uma vez que o texto previa 180 dias para implementação, veio ratificar a instituição da transparência como regra e do sigilo como exceção para todos os níveis e esferas da administração pública brasileira. A entrada em vigor da lei colocou o desafio de transformá-la em instrumento efetivo de apoio a um governo mais aberto e responsivo. Assim, a Lei teve repercussões importantes nas repartições públicas, quanto a novos procedimentos e desenhos institucionais para dar conta de sua amplitude e ambição. Este trabalho realiza uma análise explorativa desses desdobramentos para o primeiro ano e meio de aplicação, tanto do ponto de vista quantitativo quanto qualitativo, para a práxis cotidiana nas Agências Reguladoras Federais e na Agência Nacional do Petróleo, Gás Natural e Biocombustíveis, em particular.

Submitted by Leandro Silva (leandro.buenavila@gmail.com) on 2016-12-22T11:42:56Z No. of bitstreams: 1 dissertacao_leandrosilva.pdf: 1508186 bytes, checksum: d14f17c817d0ebaa8881d51690a3d8e8 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2017-01-03T13:50:05Z (GMT) No. of bitstreams: 1 dissertacao_leandrosilva.pdf: 1508186 bytes, checksum: d14f17c817d0ebaa8881d51690a3d8e8 (MD5) / Made available in DSpace on 2017-01-18T12:16:36Z (GMT). No. of bitstreams: 1 dissertacao_leandrosilva.pdf: 1508186 bytes, checksum: d14f17c817d0ebaa8881d51690a3d8e8 (MD5) Previous issue date: 2016-11-29 / Este trabalho constitui-se de uma análise e uma proposta de intervenção sobre a transparência das informações sobre as políticas públicas propostas pelo Governo do Estado do Rio de Janeiro. Entende-se como essas informações, aquelas relativas a elaboração e execução dos bens e serviços entregues à sociedade, e que constam no Plano Plurianual (PPA). Historicamente, o Rio de Janeiro possui uma administração centralizada com fortes traços patrimonialistas, fraca tradição em planejamento e grande restrição ao acesso à informação. Tendo essas questões como pano de fundo, decorrem algumas inconsistências visíveis tanto em nível estratégico de governo quanto em nível mais específico no âmbito dos órgãos da administração pública fluminense, cuja análise foi realizada sob três dimensões: física, intelectual e comunicacional. Disto, propõe-se o desafio de contribuir para a transparência das informações sobre políticas públicas, a partir das determinações constantes nas normas vigentes sobre transparênca, dos estudos já realizados sobre o tema, das boas práticas no setor público e das inconsistências encontradas no governo fluminense. Dessas análises, foram propostas ações e recomendações para melhoria, e elencados os benefícios esperados decorrentes dessa intervenção. / This paper consists of an analysis and a proposal for intervention on the transparency of information of public policies proposed by the state government of Rio de Janeiro. It´s understood as such information, those related to development and implementation of products and services delivered to society, included in the Plano Plurianual (PPA), a four year long-term plan. Historically, Rio de Janeiro has a centralized administration with strong patrimonial traits, weak tradition in planning and serious restriction on access to information. Having these issues as a backdrop, there´s some inconsistencies visible both at the strategic and specific level of the Rio de Janeiro government, whose analysis was performed in three dimensions: physical, intellectual, and communicational. From this analisys, comes the challenge to contribute to improve the transparency of information of public policies, consider studies and determinations in the current regulations on transparency, good practices in the public sector and inconsistencies detected in the Rio de Janeiro state government. Finally, the paper suggest actions and recommendations for improving transparency and list the expected benefits resulting from such intervention.

Made available in DSpace on 2016-12-01T19:11:32Z (GMT). No. of bitstreams: 1 119216.pdf: 1216223 bytes, checksum: 1d7c3b226bed8320f0e37492e88883a1 (MD5) Previous issue date: 2014-09-18 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The study investigated the transparency of local councils in light of Access to Information Act from empirical evidence of the largest brazilian municipalities. This is a descriptive study, conducted through a survey study with predominantly qualitative approach. The information s and data were collected from observations in the websites and registered through an observational protocol. The research reveals that most of the websites assessed partially complies with the indicators of transparency: There are 120 websites (90.22%) that partially fulfilled the obligations imposed by Access to Information Act; 6 websites (4.51%) that showed no instruments of transparency due to the lack of web presence; and only 7 homepages (5.26%) configured high capacity of transparency. The results demonstrate the need to redefine the practices of information management and develop a more transparent organizational culture in these local councils. It is essential to create websites able to comply with legal requirements and to improve transparency quality so as to promote more effective means of accountability in society. / O estudo investigou a transparência de Câmaras Municipais à luz da Lei de Acesso à Informação, a partir de evidências empíricas dos maiores municípios brasileiros. Trata-se de uma pesquisa descritiva, realizada por meio de um estudo de levantamento, com abordagem predominantemente qualitativa. Os dados foram coletados mediante observações nos portais eletrônicos e registrados com auxílio de um protocolo de observação. A investigação dos portais revela que a maioria deles atende parcialmente aos indicadores de instrumentos de transparência das informações públicas. São 120 portais (90,22%) que cumpriram parcialmente com as obrigações impostas pela LAI. Outros 6 portais (4,51%) não apresentaram instrumentos de transparência em decorrência da sua inexistência de presença na web e, somente, 7 portais eletrônicos (5,26%) configuraram alta capacidade de transparência das informações públicas. O resultado da pesquisa evidencia a necessidade de redefinir as práticas de gestão da informação e desenvolver uma cultura organizacional mais transparente nesses legislativos. Para isso, é fundamental que sejam implementados portais eletrônicos capazes de atender aos requisitos legais e, também, aprimorar a qualidade da transparência das informações públicas para a construção de meios de accountability eficazes na sociedade.

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2016-08-04T14:02:03Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) dissertação Ronnie Farias PPGCI UFPE 2016.pdf: 3109778 bytes, checksum: 1714e0c6300e6091bb662fb30a2cb28d (MD5) / Made available in DSpace on 2016-08-04T14:02:03Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) dissertação Ronnie Farias PPGCI UFPE 2016.pdf: 3109778 bytes, checksum: 1714e0c6300e6091bb662fb30a2cb28d (MD5) Previous issue date: 2016-02-23 / CAPEs / Analisa ousoderepositórios institucionais das Universidades Federais do Brasil com base no levantamento de padrões de uso destes. A investigação busca dar relevo a uma faceta da pesquisa científica que enfatiza a experiência e percepção do usuárioem sua necessidade da busca informacional. Tem como objetivo geral analisar e descrever o perfil dos usuários dos repositórios institucionais das Universidades Federais de Ensino Superior do Brasil. Desdobra-se emobjetivos específicos que são: analisar o grau de interação dos usuários aos repositórios institucionais; analisar o perfil de alunos que são usuários dos repositórios institucionais; verificar a relevância do uso dos repositórios institucionais para as pesquisas cientificas dos usuários.Classifica-se como pesquisa descritiva,estando dentro de análises quantitativas, quando há um levantamento de dados e o porquê destes dados. A metodologia proposta para o estudo foi a pesquisa bibliográfica e a coleta de dados por meio de questionário de perguntas objetivas e discursivas. Especifica a amostra com os usuários a qual foramaplicadoos questionáriosnas seguintes fases: pré-teste, naUniversidade Federal do Pernambuco, teste pilotona Universidade Federal do Rio Grande do Nortee aamostrade 745usuários dasuniversidades federais do Brasilque participaram da pesquisa.Obteve-se resultados por meio de umquestionário aplicado nos formatos impresso e digital (este último aplicado por meio da rede social). Resultou em umaanálise quantitativa dosusuáriosdosrepositórios institucionais, a qual mostrou que ainda há pouco uso dos repositórios como fontes de informação e que não há o conhecimento necessário para o uso da dessa ferramenta. Permitiuestruturar eanalisarouso em ambiente eletrônicoda ferramenta repositórioinstitucionale demostrar por meio de dados estatísticos.Conclui-se que ainda permanece o baixo índice de uso e conhecimento dos repositórios digitais institucionais da universidades federais pelos seus usuários. / It analyzes the use of institutional repositories of Federal Universities in Brazil based on the survey of the use of these standards. The investigation seeks to give relief to onefacet of scientific research that emphasizes the user’sexperience and perception in your need of informational search. It has the general objective to analyze and describe the profile of users of institutional repositories of universities Higher Education Federal of Brazil. It unfolds on specific objectivesthatare: analyze the degree of user interaction to institutional repositories; analyze the profile of students who areuserof institutional repositories; examinethe relevance of the use of institutional repositories for their scientific research.Classifies itself as a descriptive study, being within quantitative analysis, when there is a data survey and the cause of these data. The proposed methodology for the study was a literature search and data collected through questionnaire of theobjective and discursive questions. Specifies the sample with users, which were, applied questionnaires in the following phases: pretest, the Federal University of Pernambuco, pilot test at the Federal University of Rio Grande do Norte and the sampleof 745userin the federal universities of Brazil who participated in the search.Obtained results through a questionnaire in digital and printed formats (the latter applied by the social network). It resulted in a quantitative analysis of users of institutional repositories, which showed that there is still little use of repositories as sources of information and that there isnotthe necessary knowledge for the use of this tool. Allowed to structure andanalyze the use in the electronic environment of the repository tool,and demonstrate through statistical data. It follows, thatremains low use rate and knowledge of digital repositories of institutional federal universities by theusers.

A tese apresenta uma visão geral da importância das TICs ? sobretudo da Internet ? para a participação do cidadão na ?sociedade da informação?. Nesse sentido é introduzida a questão da desigualdade de acesso, destacando o cenário da exclusão digital no mundo e sobretudo no Brasil. São apresentadas as discussões em torno da inclusão digital e o histórico do seu desenvolvimento no país, abordando a importância do letramento e da apropriação tecnológica para a produção de conhecimento. Foram também comparadas as opiniões de mentores, coordenadores, monitores e usuários de programas de inclusão digital, no que diz respeito à contribuição da Internet para a produção e consumo de informação e para o desenvolvimento social, econômico e político das comunidades de baixa renda, assim como identificados os interesses políticos e econômicos por trás da inclusão digital. Suas contribuições mais significativas estão na reflexão crítica e na historicização do desenvolvimento das iniciativas de inclusão digital no país, no registro do discurso e da opinião dos atores que elaboram e promovem esse processo, e principalmente na visão dos usuários desses programas, suas realizações e limitações, oferecendo pistas para a articulação de um plano nacional que envolva políticas públicas consistentes e que alavanque a inclusão social e o desenvolvimento do país. / The thesis offers an overall view on the importance of ICTs ? especially of the Internet ? for the citizen\'s participation in the \"information society\". The author introduces the issue of the digital divide, with emphasis on the scenario of digital exclusion around the world and particularly in Brazil. The document describes discussions about digital inclusion and the background of its development in the country, emphasizing how important education and technical appropriation are for the production of knowledge. Opinions of mentors, coordinators, tutors and users of digital inclusion programs were compared, examining the contribution of the Internet to the information production and consumption and also for the social, economic and political development of low-income communities, trying to identify the political and economic interests behind the digital inclusion. The most significant contributions of this document are the critical analysis and the historical organization on the development of digital inclusion initiatives in the country, the registration of speeches and opinions of those actors who develop and foster that process, and specially the view of program users, their accomplishments and limits, offering clues for the articulation of a national plan that should include consistent public policies and lever social inclusion and development all over the country.

Os problemas socioambientais enfrentados na atualidade apresentam novos desafios para a Educação Ambiental e para o Direito Ambiental. Dentre eles, destaca-se a necessidade de efetivação de ações e políticas públicas voltadas à ampliação do acesso a conhecimentos e práticas que contribuam para a emancipação, empoderamento e potencialização de pessoas e grupos para a participação em processos decisórios. Participação esta, que engloba desde a mudança individual de atitudes até o engajamento com causas políticas e socioambientais em benefício de toda a coletividade. No entanto, para que a participação popular ocorra de forma equilibrada e justa no sentido de corrigir possíveis injustiças sociais, seja bem informada e crítica para afastar qualquer possibilidade de manipulação, e apresente resultados efetivos de modo a não desmotivar os envolvidos nos diferentes processos participativos-democráticos, demonstra-se necessária a apropriação por parte dos cidadãos de mecanismos voltados ao controle social e ao melhor acesso à justiça. Neste contexto, o presente trabalho propôs-se a buscar contribuições provenientes da literatura e da doutrina dos campos do Direito Ambiental e da Educação Ambiental e a efetuar consultas junto a especialistas e participantes de iniciativas-piloto (cursos, oficinas e palestras) promovidas dentro da proposta de interface entre estas duas áreas do saber. Com a triangulação dos resultados obtidos e a realização de análises sobre questões relevantes surgidas no decorrer da pesquisa, concluiu-se que o desenvolvimento de práticas educativas que dialoguem com os preceitos da Educação Ambiental crítica e emancipatória e com os princípios, normas e instrumentos correlatos ao Direito Ambiental, efetuado de maneira contextualizada com os diversos aspectos relacionados às questões socioambientais, pode trazer grandes contribuições para o enfrentamento dos problemas socioambientais e configurar-se como um caminho promissor para a construção participativa de políticas públicas estruturantes voltadas ao estabelecimento de sociedades cada vez mais sustentáveis e justas. Dentre os potenciais benefícios vislumbrados com a implementação de tais políticas públicas, destacam-se: aumento da compreensão sobre as estruturas do Estado, acordos sociais e normas relacionadas à proteção ambiental; valorização das medidas preventivas de danos ao meio ambiente; internalização dos conceitos de direitos, deveres e responsabilidades compartilhadas e diferenciadas entre os diversos setores da sociedade; estímulo à análise crítica dos contextos em que se inserem as questões socioambientais; maior acesso à informação e à justiça em matéria de meio ambiente; diminuição na ocorrência de ilícitos ambientais e aumento da punição aos infratores de forma exemplar; manutenção da biodiversidade e dos processos ecológicos; revisão de atos e atitudes individuais e coletivas; auxílio na construção participativa de novos conhecimentos com o envolvimento de educadores e educandos; compreensão da importância do engajamento político e social para o benefício da coletividade; aumento do monitoramento da sociedade pela própria sociedade; e manutenção dos avanços legislativos já alcançados pelo País. / The environmental problems faced in our days present new challenges for Environmental Education and Environmental Law. Among them, we highlight the need for effective actions and intended to broaden access to knowledge and practices that contribute to the emancipation and empowerment of individuals and groups to participate in decision-making process. This kind of participation includes individual changes of attitudes and engagement with political and environmental causes for the benefit of the whole community. However, for the occurrence of popular participation in a balanced and fair way to correct social injustices, with the guarantee for the people of being well informed and able to avoid any possibility of manipulation, some mechanisms are required to increase social control and to improve the access to justice. In this context, the present study aimed to seek contributions from literature and doctrine related to Environmental Law and Environmental Education and also worked with the proposal to listen the opinions and reports of experiences from experts and participants of pilot initiatives (courses , workshops and lectures) promoted under the proposed of interface between these two fields of knowledge. With the method called triangulation of results and by conducting analyzes on relevant issues arising in the course of the study, the researcher was able to conclude that the development of educational practices that follow the principles of critical reflections and emancipatory actions related to the Environmental Education, and at the same time, adopting the principles, standards and tools that guide the Environmental Law issues, it is possible to bring important contributions to dealing with environmental problems and to increase the public participation in the construction of structural policies aimed at establishing sustainable societies. The potential benefits achieved with the implementation of this kind of public policy include: increasing the understanding about the state structures, social arrangements and laws related to environmental protection; enhancement of preventive actions to avoid environmental damages; internalization of the concepts of rights, duties and responsibilities shared among the different sectors of society; encouragement of the practice of critical analysis in the contexts that social and environmental issues are operated; improving access to information and justice in environmental matters; decreasing occurrence of environmental offenses and increasing punishment for offenders; maintenance of biodiversity and ecological processes; revision of individual and collective actions; aid in the construction of new knowledge with participation of researchers, teachers and students; increasing the understanding about the importance of political and social participation for the benefit of the whole community; improving the practice of monitoring and protecting environmental issues by the citizens; and maintenance of legislative progress already achieved by the Country.

Le droit à l’information environnementale du public en matière de risques industriels, par le recours aux différentes modalités d’exercice, y compris les supports de communications électroniques, paraît, de prime abord, comme étant « fonction de plusieurs variables ». Cette équation juridique consiste en effet en la mise en question de l’exercice d’un droit au regard de son objet et de ses modalités. L’hypothèse d’une évolution du droit à l’information environnementale nécessite d’analyser, au travers d’une réflexion théorique et juridique centrée sur la création et l’application du droit, l’évolution de ses droits consubstantiels, à savoir le droit d’accès à l’information du public et le droit de la participation du public au processus décisionnel. Le caractère évolutif du droit à l’information environnementale du public est appréhendé en considérant notamment les fonctions opératoires du juge dans l’exercice des droits d’accès à l’information du public et de la participation du public au processus décisionnel, et de la pluralité des modalités d’exercice de ceux-ci. La présence de certains décalages dans l’application de ces droits démontre l’évolution de l’adaptabilité du droit à l’information environnementale à son objet et à ses modalités d’exercice plutôt qu’une évolution propre à ce droit. / At first glance, the public right to environmental information on industrial hazards, by using different modes of exercise, including electronic communications, seems to be a “function of several variables”. In fact, this legal equation consists of challenging the exercise of a right with regard to its object as well as its terms. The hypothesis of evolution of the right to environmental information requires that one examines, through a theoretical and legal reflection centered on the creation and application of law, the evolution of its components, namely the right of access to information and the right to public participation in decision making. The evolving nature of the public right to environmental information is understood in particular by considering the operating functions of the judge in exercising the right of access to public information, the public participation in decision making, and the plurality of their modes of exercise. The presence of discrepancies in the application of these rights demonstrates the evolution of the adaptability of the right to environmental information with regard to its purpose and application rather than the evolution of the right itself.

La décision est omniprésente dans l’existence humaine. Dans nombre de cas, elle engage même le reste d’une existence. Cette recherche problématise le rapport entre information et communication, en lien avec l’engagement et la décision qui en résulte. Elle montre que la décision est contrainte par l’information qui caractérise la situation et les éléments de connaissance communiqués. Son terrain expérimental concerne les lycéens devant choisir une université future - décision spécialement difficile au Liban, pays atypique assez complexe et influencé par la religion et la situation géopolitique.L’objectif principal de cette thèse est de présenter une étude exploratoire cherchant à caractériser les facteurs majeurs qui déterminent les lycéens dans leur prise de décision. Partant de l’information telle qu’elle est projetée dans la représentation documentaire, elle s’attache concrètement à étudier les formes de la médiation entre une université et un futur candidat lycéen, dans une optique de prise de décision. L’étude examine les expériences vécues par des étudiants en première année universitaire, qui ont donc définitivement accompli leur prise de décision ; elle établit des liens entre la théorie de l’engagement et la décision, et vise à définir des liaisons entre l’information construite à partir d’un document, le processus décisionnel et l’ingénierie de l’aide à la décision. L’originalité de cette recherche réside dans la mise en œuvre d’une méthode d’écoute des besoins et de hiérarchisation des attentes, développée par le laboratoire DeVisU à l’Université de Valenciennes, basée sur le croisement et la complémentarité de méthodes qualitatives et quantitatives.L’apport principal de cette recherche est de dévoiler quelles caractéristiques des institutions universitaires emportent la décision des lycéens. Car sous l’effet de la concurrence nationale et internationale, la plupart des universités soignent leur attractivité et se voient contraintes de développer de nouvelles stratégies de recrutement. L’enjeu est de retenir les meilleurs étudiants. Ainsi, pour la population étudiée, ce n’est pas l’acquisition de connaissances mais la préparation au marché du travail qui importe le plus. En outre, a contrario de nombre d’idées reçues, c’est la médiation humaine qui s’avère avoir le pouvoir d’instaurer une communication engageante et en aucun cas celle des systèmes documentaires, même de technologie avancée. / The decision is omnipresent in human existence. In many cases, it even engages the remains of an existence. This research emphasizes the link between information and communication, which are related to the commitment and the resulting decision. The research shows that the decision is constrained by information characterizing the situation and elements which are provided by knowledge. Its experimental framework concerns students, who are bound to choose faculties and universities – a decision relatively difficult to be taken in Lebanon, an atypical country quite complex and influenced by religion and geopolitical situation.The main objective of this thesis is to present an exploratory study in order to characterize the major factors which determine the students’ decision-making. Based on the information as it is projected into the documentary presentation, it literally focuses on the study of mediation between university and a future high school candidate in a decision-making framework. The study discusses the experiences of students in their first academic year, so they have already made their decision; it establishes links between the theory of commitment and decision-making. It also seeks to define links between information built from a document, decision-making and decision support. The originality of this research lies in the implementation of a method of listening to the needs and hierarchy of needs, developed by DeVisU laboratory at the University of Valenciennes, based on the intersection and as a complement for qualitative and quantitative methods.The main contribution of this research is to reveal which characteristics of academic institutions outweigh the decision of students. As a result of national and international competition, most universities treat their attractiveness and are forced to develop new recruitment strategies. The challenge is to retain the best students. Thus, for the population being studied, it is not knowledge but preparation of labor market that matters most. In addition to that, and in contrast to received wisdom, it is human mediation that has the power to create an engaging communication and in any case, the documentation systems, even of advanced technology.

La presente investigación tiene como objetivo principal determinar la relación entre la seguridad, la disponibilidad de información, la logística de entrega, la calidad, el precio y el tiempo en la satisfacción de los jóvenes entre 18 a 25 años en las compras online en Lima Metropolitana. Para ello, se realizó un estudio cuantitativo no experimental, transaccional y correlacional, para determinar ¿cuál es la relación de nuestras variables de estudio, respecto a la satisfacción de los jóvenes? Se utilizó un cuestionario como instrumento de investigación para recopilar datos (n=376 encuestas válidas). El mismo se realizó con la herramienta de google forms y fue destinado a nuestro público objetivo. Se realizó el análisis de correlación de las variables utilizadas en la investigación, estas se usaron para medir si existe relación entre la satisfacción de los jóvenes y las variables mencionadas anteriormente. Los resultados demostraron que existe una relación entre las variables de estudio y la satisfacción de los jóvenes que compran por internet. El estudio recomienda que las empresas que están presentes en los negocios online, deben de tener especial atención con la logística de entrega, debido a que esta es una de las variables con mayor relación en la satisfacción de compra de los jóvenes. En el primer capítulo, se presentaron los antecedentes de la investigación basándose en estudios de diferentes países. También se mostraron bases teóricas, que explican las variables. Además, se desarrolló el marco referencial, el cual explica la investigación en el sector investigado. En el segundo capítulo, se analizó la situación de la problemática y se desarrollaron las hipótesis y objetivos de la investigación. En el tercer capítulo se explica la metodología de trabajo, el tipo de investigación, la operalización de las variables, el proceso de muestreo y se indica el cuestionario que se realizó para el estudio. En el cuarto capítulo, se desarrolló la interpretación de los resultados cuantitativos y se presentan resultados descriptivos e inferenciales. En el último capítulos, se realizó el análisis de los resultados del trabajo de campo complementandose con contrastación de hipótesis, discusión, limitaciones de estudio, conclusiones y recomendaciones. / The main objective of this research is to determine the relationship between security, information availability, delivery logistics, quality, price and time in the satisfaction of young people between 18 and 25 years of age in online shopping in Lima Metropolitan. For this, a non-experimental, transactional and correlational quantitative study was carried out, since it seeks to determine what is the relationship of our study variables, with respect to youth satisfaction. A questionnaire was used as a research instrument to collect data (n = 376 valid surveys). It was done with the google forms tool and was intended for our target audience. The correlation analysis of the variables used in the research was carried out, these were used to measure whether there is a relationship between the satisfaction of the young people and the variables mentioned above. The results show that there is a relationship between the study variables and the satisfaction of young people who buy online. The study recommends that companies that are present in online businesses should pay special attention to delivery logistics, since this is one of the variables with the greatest relationship in the purchase satisfaction of young people. In the first chapter, the background of research based on studies from different countries was presented. Theoretical bases are also manifested, which explain the variables. In addition, the referential framework was developed, which explains the research in the investigated sector. In the second chapter, the situation of the problem was analyzed and the hypotheses and objectives of the research were developed. The third chapter explains the work methodology, the type of research, the operation of the variables, the sampling process and indicates the questionnaire that was carried out for the study. In the fourth chapter, the interpretation of quantitative results was developed and descriptive and inferential results are presented. In the last chapters, the analysis of the field work results was carried out, supplemented with hypothesis testing, discussion, study limitations, conclusions and recommendations. / Tesis

Open government relies heavily on reliable records to uphold service delivery and access to information. Without proper records management of business transactions and activities of an organization, the primary objective of openness becomes obscured and difficult to achieve. Within the digital space and environment, establishing good record- keeping procedures is challenging to both paper and e-records, because of a scarcity of clarity in the processes and measures in place, as well as as a result of lack of suitable ICT infrastructure plus skilled human resources to help facilitate good e-records management. The aim of this research was to provide a structure for the integration of records into open government initiatives in Botswana with the aim of assisting access to information and service delivery, and a subsequent transparent, accountable and open government. This is a mixed research study framed within the interpretivism epistemological inquiry model, and used Open Government Implementation Model and Action research being a theoretical lense in this study. Document analysis was used to gather information, complemented by interviews and questionnaires with participants and respondents alike purposively selected from the Ministry of Local Government and Rural Development (MLGRD). According to the findings, the legislative as well as regulatory frameworks in order to manage both paper and e-records were available in Botswana although inadequate. Similarly, the research showed that legislation that gives the citizens access to information and subsequently make compulsory for organizations to avail information upon request is absent. Furthermore, it was established through the study findings that information management practitioners are particularly are ill equipped and inexperienced to manage paper and electronic records. Due to the inavailability of ICT infrastructure to help facilitate both paper and e-records management was noted. In addition, open government initiatives were identified as producing e- records, but there were no defined protocols to help aid in their management. Therefore, this weakness can be addressed by integrating records management into open government initiatives, and be able to utilize suitably identified Enterprise Content Management (ECM) or Electronic Document and Records Management System (EDRMS). Currently, open government remains ensured through the reliance of only open government initiatives, without leveraging on good records management. This project study suggests a structure to integrate records management into open government initiatives anchored on legislation and regulatory frameworks with the confidence that its employment would support better information and service accessibility by the citizens. Finally, because of poor records management and a lack of legislation that encourage access to information, there will be continued reliance on the discretion of records professionals by the citizens to have information access. Similarly, without proper records management procedures, Information Communication Technologies (ICTs) will remain underutilized. Thus, it is a recommendation that MLGRD should develop proper records management procedures to guide and improve on the management of records. A further study to establish the level of e-readiness of the Botswana government to fully automate and guarantee the success of open government is recommended. / Information Science / D. Litt et Phil (Information Science)