University of Macau / Faculty of Business Administration / Department of Finance and Business Economics

In the earlier period, large enterprise, developed its management reports system based on files system and the 3rd-generation language. The managers of several departments access management information from the reports system. Because competition stress increasing quickly and information requirement changing frequently, the legacy system could not satisfy the information need of managers. The maintainability of legacy system is decreasing, and the cost is growing up. How to solve the difficulties on system maintenance ? System reengineering is commonly used as a solution. How to choose a good migration strategy is also a big issue. This research focuses on finding a migration strategy for the legacy systems and a methodology of developing EIS based on users¡¦ needs via current new information technologies. The methodology is applied to implement a EIS for a large enterprise in order to verify the feasibility of the methodology. A questionnaire investigation among the users of the new system has clearly shown a fairly good users¡¦ satisfaction.

Neste estudo foi avaliada a satisfação dos pacientes atendidos na Clínica Integrada do Curso de Odontologia da Universidade Federal do Pará (CICOUFPA), através de uma amostra aleatória simples de 200 usuários dos 600 inscritos, atendidos nos meses de Maio e Junho de 2002. Para esta pesquisa foi aplicado um questionário com 19 questões fechadas e 01 aberta, e os dados coletados foram submetidos a análise estatística utilizando-se o software Epi. Info. 604.d. com um nível de significância de 5% (P<0,05). Os resultados indicaram que 66% dos pacientes da CICOUFPA não sentiram dor e 46% não tiveram medo, 87% procuraram para tratamento especializado, 83% receberam informações sobre tratamentos curativos e 68% sobre procedimentos preventivos, a avaliação do atendimento pelo aluno e professor, mereceu uma aprovação de 98%, sendo que 97.5% dos alunos e 62.5% dos professores estavam vestidos adequadamente, as recomendações sobre as melhorias foram relacionadas com a infra-estrutura e o serviço de triagem, 98% dos pacientes recomendariam o serviço, a nota média foi de 8.33, e a avaliação do ambiente de trabalho obteve uma aprovação de 95% dos pacientes. Portanto os pacientes estão satisfeitos com o ambiente físico da CICOUFPA, acreditam na competência dos alunos e professores e indicariam o serviço para outras pessoas. / This study assessed the patient satisfaction in Comprehensive Dental Clinic at Pará Federal University, school of Dentistry, through two hundreds (200) patients amount, into a group of six hundreds (600) patients registrations, that were seen between May and June, 2002. A questionary was used with nineteen (19) closed questions and one open question. The values were found by statistical analyses using the software Epi Info 604.d at 5% of significance (p< 0,05). The results showed that 98% of the patients seen in this work were satisfied with the methods used in the clinic of the school; the medium grade was 8,33; the work environment had an approvable of 95%,but 87% of all the patients had gone to the dental clinic just for an specialized treatment, not for an comprehensive one. 94% of the students and teachers approved the treatment too, and the recomendations for a better work were about the clinic structure and triage service in the School of Dentistry of Pará Federal University.

Main focus of this thesis is offering suggestions for improving actual motivation system of the selected company. The suggestions were based on analysis of the current state and the main focus was on correting flaws, which are present in the current system.

This study focuses on the association between patient characteristics, which include both demographic and contextual factors, and patients' experiences with health care. The pre-existing literature provides rich information about patients' various demographics related to patient experience. Despite the abundance of empirical evidence showing that patients' demographics do affect how they perceive their health care. However, there is little to no empirical knowledge explaining the significance of such factors. As the existing literature points out the need for taking into contextual factors such as patient's beliefs, attitudes, skills that are pertinent to dealing with health care, my study proposes patient activation as such a contextual factor that explains the association between patient demographics and patient experience. Findings suggest that patient activation is a strong predictor of two patient experience measures: patients' rating of doctor-patient communication and their self-reported difficulties in getting needed care. However, it is also observed that the mediating effects of patient activation vary by the two dimensions of patient experiences. Though this study demonstrates that promoting patient activation may be able to normalize how patients report the quality of doctor-patient interaction, further research is needed to address access to care issues.

Background: Analysis of client satisfaction with contact center services is one of the important tools for obtaining feedback on the contact center services offered and on interventions by employees. The diploma thesis deals with the interventions offered by the Stage 5 contact center and how it is evaluated by its clients. According to the annual report of Progressive o.p.s. the number of clients in contact is increasing every year and their needs can be expected to change over time. However, we often lack feedback from these service users to think about specific adjustments to existing services. Aims: The aim of the research is to obtain a so-called "consumer" view from the centre's clients. More specifically, to obtain information about their satisfaction with the range of services they use. Based on the respondents' answers, consider or suggest how individual interventions could be improved or new ones proposed. Through research questions, I also focus on the time flexibility of individual interventions in the use of clients. Research set: The research set coincides with the primary target group of the contact center. They are problematic and often long-term users of addictive substances that meet the EMCDDA definition (person using heroin and other opiates, cocaine, amphetamine,...

Submitted in partial fulfillment of the requirements for the Degree M-Tech: Information Technology, Durban University of Technology, 2014. / This dissertation reports on an empirical evaluation of citizen satisfaction with e-government information services provided by Southern African Development Community (SADC) governments, since citizens perceive service quality as an effective indicator of e-government shortfalls. Few studies have been conducted in SADC countries to empirically evaluate the satisfaction of regarding e-government services. An e-government satisfaction model was applied, which is a non-linear framework with interactive quality proxies. A total of 364 respondents was used for data collection. An analytic modelling technique of Partial Least Squares (PLS) was used to predict the factors that most influence citizen satisfaction with e-government information services provided by SADC governments. The resulting model fits the data with a high goodness of fit (GoF) of 0.62 and a model predictive power (R2) of 0.60 for the global model. In addition, the results of this study show that perceived quality is the most influential factor affecting citizen satisfaction with e-government information services, followed by citizen complaint handling and then citizen expectation. Finally, this study used PLS to rank the SADC countries involved in this study in terms of which country is offering the best level of e-government information services and customer satisfaction. The results indicate that South Africa was ranked highest and Tanzania lowest.

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Abraços Ronildo on 2018-01-18T16:56:00Z (GMT) / Submitted by Renata Fantacini (refantacini@hotmail.com) on 2018-01-18T21:34:20Z No. of bitstreams: 2 RenataFantacini_TESE_versão final correta.pdf: 3511478 bytes, checksum: 1fa873d42f5e722df5057d5656a90578 (MD5) Carta_Autorização_Orientador - MariaAmeliaAlmeida.pdf: 196392 bytes, checksum: 64c265ab1fc3572985f7091d9fcc977f (MD5) / Approved for entry into archive by Ronildo Prado (bco.producao.intelectual@gmail.com) on 2018-01-22T11:38:48Z (GMT) No. of bitstreams: 2 RenataFantacini_TESE_versão final correta.pdf: 3511478 bytes, checksum: 1fa873d42f5e722df5057d5656a90578 (MD5) Carta_Autorização_Orientador - MariaAmeliaAlmeida.pdf: 196392 bytes, checksum: 64c265ab1fc3572985f7091d9fcc977f (MD5) / Approved for entry into archive by Ronildo Prado (bco.producao.intelectual@gmail.com) on 2018-01-22T11:39:08Z (GMT) No. of bitstreams: 2 RenataFantacini_TESE_versão final correta.pdf: 3511478 bytes, checksum: 1fa873d42f5e722df5057d5656a90578 (MD5) Carta_Autorização_Orientador - MariaAmeliaAlmeida.pdf: 196392 bytes, checksum: 64c265ab1fc3572985f7091d9fcc977f (MD5) / Made available in DSpace on 2018-01-22T11:50:24Z (GMT). No. of bitstreams: 2 RenataFantacini_TESE_versão final correta.pdf: 3511478 bytes, checksum: 1fa873d42f5e722df5057d5656a90578 (MD5) Carta_Autorização_Orientador - MariaAmeliaAlmeida.pdf: 196392 bytes, checksum: 64c265ab1fc3572985f7091d9fcc977f (MD5) Previous issue date: 2017-10-27 / Não recebi financiamento / There is a growing debate about the inclusion of students with disabilities in Higher Education, since the official documents of the Ministry of Education guide Higher Education Institutions to the creation of Accessibility Programs. Once the Accessibility Nucleus was set up in a Private Higher Education Institution, the interest arose to check how it happened the articulation of the principles of inclusion and formulation of the institutional practices policies in the pedagogical scope and of the management in the undergraduate distance courses in that institution. The general objective of this research was to describe and analyze how the actions of this Accessibility Nucleus were taking place in undergraduate courses of the Distance Education modality of a Private Higher Education Institution and to evaluate the satisfaction of students with disabilities in relation to these actions. This research was carried out in the Nucleus of Accessibility of a private Institution. This is a documental, exploratory and descriptive research, with a quantitative and qualitative approach. Participated in this research, five teachers who make up the Accessibility Nucleus and 21 students who declared themselves to be students with disabilities participated in this research and requested support from the Accessibility Nucleus. The results show that the members of this Accessibility Center are adequately trained to perform this function; that through the mapping the students with disabilities, it was possible to verify that the Institution had, by the end of 2016, 137 students with disabilities included in its Distance Education courses. However, only 26 students with disability confirmed their self-declaration and requested some kind of help from the Accessibility Nucleus. Finally, it was possible to know through the application of the Satisfaction and Attitudes - ESA Scale the level of satisfaction and attitudes of this population in relation to the actions of the Accessibility Nucleus, in addition to making it possible to identify and point out some ways to overcome structural, operational, psycho-affective barriers and attitudes towards obstacles. It was concluded that the measurement of the level of satisfaction of this population is necessary and can contribute to the construction of inclusive contexts in Distance Education of this institution and, this study, can constitute an important tool for the Accessibility Nucleus, in the sense of to help develop actions not only to follow and monitor the actions implemented, but also to ensure the inclusion in Higher Distance Education of this Higher Education Institution, can bring contributions for other institutions. It is suggested that: other research on this topic be developed, as well as the implementation of Specialized Educational Assistance in Higher Education; the formation of a collaborative consulting team; the creation of permanent training programs for the entire academic community, aiming at promoting the inclusion of students with disabilities in the university environment, as well as the implementation of specific programs in university settings. / É crescente o debate sobre a inclusão de estudantes público-alvo da Educação Especial na Educação Superior, visto que os documentos oficiais do Ministério da Educação orientam as Instituições de Educação Superior à criação de Programas de Acessibilidade. Uma vez implantado o Núcleo de Acessibilidade em uma Instituição de Educação Superior privada, surgiu o interesse de verificar como se deu a articulação dos princípios de inclusão e formulação das políticas práticas institucionais no âmbito pedagógico e de gestão nos cursos de graduação a distância nessa instituição. O objetivo geral desta pesquisa foi descrever e analisar como vinham ocorrendo as ações deste Núcleo de Acessibilidade nos cursos de graduação da modalidade de Educação a Distância de uma Instituição de Educação Superior privada e avaliar a satisfação dos estudantes com deficiência, em relação a tais ações. Esta pesquisa foi realizada no Núcleo de Acessibilidade de uma instituição privada. Trata-se de uma pesquisa documental, exploratória e descritiva, de abordagem quantitativa e qualitativa. Participaram desta pesquisa cinco professoras que compõem o Núcleo de Acessibilidade e 21 estudantes que se autodeclararam público-alvo da Educação Especial e solicitaram apoio ao Núcleo de Acessibilidade. Os resultados mostram que os membros desse Núcleo de Acessibilidade têm formação adequada para atuar nessa função; que, por meio do mapeamento do público-alvo da Educação Especial, foi possível verificar que a instituição tinha, até o final de 2016, 137 estudantes público-alvo da Educação Especial incluídos em seus cursos de Educação a Distância. Entretanto, somente 26 estudantes com deficiência confirmaram sua autodeclaração e solicitaram algum tipo de ajuda do Núcleo de Acessibilidade. Por fim, foi possível conhecer por meio da aplicação da Escala de Satisfação e Atitudes – ESA o nível de satisfação e de atitudes dessa população no que tange às ações do Núcleo de Acessibilidade, além de possibilitar a identificação e apontar alguns caminhos para a superação das barreiras estruturais, operacionais, psicoafetivas e atitudinais diante de obstáculos. Concluiu-se que a mensuração do nível de satisfação dessa população é necessária e pode contribuir para a construção de contextos inclusivos na Educação a Distância desta instituição e, este estudo pode, por sua vez, constituir-se em importante ferramenta para o Núcleo de Acessibilidade, no sentido de ajudar a desenvolver ações não só para acompanhar e monitorar as ações implementadas, mas também para a efetivação e a garantia da inclusão na Educação Superior a Distância desta instituição, dado que poderá trazer contribuições para outras instituições. Sugere-se que: outras pesquisas sobre esse tema sejam desenvolvidas, bem como a implementação de Atendimento Educacional Especializado na Educação Superior; a formação de uma equipe de consultoria colaborativa; a criação de programas de capacitação permanente para toda a comunidade acadêmica, visando à promoção da inclusão dos estudantes público-alvo da Educação Especial no ambiente universitário, assim como a implementação de Programas específicos em ambientes universitários.

The aim of this work was to evaluate the conditions of quality of the establishments which produce food in Santa Maria. The present study was realized in ten food services of food (commercial and industrial) and five hospital nutrition units of Santa Maria (RS), in the months from April to July, in 2008. It was applied a specific list of evaluation from Good Practices in the food services and a list in the hospital units. It was realized swabs collection in the hands of the manipulators and in the surfaces after the cleaning up to verify the presence of positive Staphylococus coagulase and the total enumeration of the aerobic mesofilic microorganisms. It was applied a questionnaire to all food manipulators to verify their profiles and a questionnaire to fifty (50) clients and/or patients to each establishment to investigate the level of their satisfaction. It was observed a little consciousness and commitment from the establishments to the requisites required for the legislation to Good Practices. The microbiological analyses showed the low efficiency in the sanitation procedures of. The manpower employed is mainly female with commonness young manipulators who have regular scholar, receive their salaries according to their function. Work in average thirty hours a week and are satisfied with their timetable and the function they have. The majority employees work from 1 to 2 years in the establishments, try to keep their hand hygienic habits and half of the interviewee reported they had received a trainee in Good Practices. The clients and/ or the patients demonstrated to be satisfied with the quality of the taken services which every evaluated services were classified between Excellent and Good. According to what was exposed it is evident the necessity of the improvement of the hygienic-sanitary conditions and greater supervision from the competent parts and bigger investments in the periodic trainees to the food manipulators to make them to become conscious and able to the improvement of the procedures. / O objetivo desse trabalho foi avaliar as condições de qualidade dos estabelecimentos que produzem alimentos na cidade de Santa Maria (RS). O presente estudo foi realizado em dez serviços de alimentação comerciais e industriais e cinco Unidades hospitalares da cidade de Santa Maria (RS), nos meses de abril a julho de 2008. Aplicou-se uma lista especifica de avaliação das Boas Práticas em serviços de alimentação e uma lista nas Unidades hospitalares. Realizaram-se coletas de swabs nas mãos dos manipuladores e nas superfícies após a higienização, para verificar a presença de Staphylococcus coagulase positiva e contagem total de microrganismos aeróbios mesófilos. Aplicou-se um questionário a todos os manipuladores de alimentos, para verificar o perfil dos mesmos e um questionário a 50 clientes e/ou pacientes de cada estabelecimento, para investigar o grau de satisfação dos mesmos. Constatou-se pouca conscientização e comprometimento dos estabelecimentos quanto ao cumprimento dos requisitos exigidos pela legislação vigente. As análises microbiológicas comprovaram a baixa eficiência nos procedimentos de higienização. A mão de obra empregada é predominantemente feminina, com prevalência de manipuladores jovens, com regular nível de escolaridade, recebendo salários compatíveis com a função. Trabalham em média trinta horas semanais e estão satisfeitos com a sua carga horária e com a função que exercem. A maioria trabalha de 1 a 2 anos nos estabelecimentos, procuram manter adequados hábitos de higiene das mãos e relataram receber treinamento em Boas Práticas. Os clientes e/ou pacientes demonstraram-se satisfeitos com a qualidade dos serviços prestados, sendo que os requisitos avaliados classificaram-se entre Ótimo e Bom. Diante do exposto, evidencia-se a necessidade de melhoria nas condições higiênico-sanitária e maior fiscalização pelos órgãos competentes e maiores investimentos em treinamentos periódicos aos manipuladores de alimentos, para conscientizá-los e capacitá-los para o melhoramento dos procedimentos.

The diploma thesis deals with the analyzing of customers' satisfaction with products and service in general, afterwards focusing on the following application on KomTeSa, Ltd. The goal of the diploma thesis is to explain the basis and importance of this field, to analyze concrete companies' level of their own customers' satisfaction and, in consequence, to define a possible solution that can help each company both eliminate its weaknesses and satisfy the clients better.