Introdução: Os principais serviços disponibilizados nos aeroportos foram convertidos em indicadores pelo Conselho Internacional de Aeroportos (ACI), uma organização global comercial de autoridades aeroportuárias, e mensurados nos aeroportos brasileiros a partir da FIFA World Cup 2014. Objetivo: Comparar os indicadores de qualidade de desempenho operacional dos serviços prestados aos usuários de 15 aeroportos brasileiros, no período 2013- 2016. Métodos: Os 48 indicadores de qualidade de desempenho operacional de serviços aeroportuários, avaliados pelos usuários segundo escala Likert de 5 pontos, foram agregados em dez índices intermediários e, após, em cinco índices de desempenho operacional (tangibilidade, agilidade, confiabilidade, garantia e empatia). Resultados: No quadriênio de 2013 a 2016, entre os dez índices intermediários, Competência foi o item melhor avaliado pelos usuários (média de 4,42) e Custos foi o pior (média de 2,61). Entre os cinco índices, Agilidade e Confiabilidade foram os melhores avaliados (médias de 4,25 e 4,15, respectivamente), enquanto que Empatia recebeu a pior avaliação (média de 3,82). Na avaliação dos cinco índices de desempenho conforme os setores aeroportuários, as companhias aéreas e os órgãos públicos foram os setores mais bem avaliadas, enquanto o setor de aeroporto comercial foi o pior avaliado. Curitiba foi o aeroporto de melhor avaliação (4,29), seguido de Campinas (4,15) e Natal (4,12), ao passo que o aeroporto de Cuiabá apresentou a pior avaliação pelos usuários (3,64), seguido de Guarulhos/SP (3,79). Conclusão: Os índices de desempenho dos serviços aeroportuários na média das categorias foram melhor avaliados pelos usuários, nas categorias de pequeno e grande porte na gestão privada dos Aeroportos Internacionais de Natal e Brasília, respectivamente. Entre os aeroportos de médio porte, a gestão pública do Aeroporto de Internacional de Curitiba apresentou uma melhor avaliação nos índices de desempenho de prestação de serviços aeroportuários aos usuários, sendo seguida pelos aeroportos sob gestão privada. / Introduction: The main services provided at airports were converted into indicators by the International Airport Council (ACI), a global commercial organization of airport authorities, and measured at Brazilian airports starting with the FIFA World Cup 2014. Objective: To compare the quality indicators of operational performance of services provided to users of 15 Brazilian airports in the period 2013-2016. Methods: The 48 indicators of operational performance quality of airport services, evaluated by users in 15 airports under study, according to a Likert scale of 5 points, were aggregated in ten intermediate indices and, in a second time, five operational performance indices (tangibility, agility, reliability, guarantee and empathy). Results: In the four-year period from 2013 to 2016, among the ten intermediate indices, Competence was the item best evaluated by the users (average of 4.42) and Costs was the worst (average of 2.61). Among the five indexes, Agility and Reliability were the best evaluated (averages of 4.25 and 4.15, respectively), while Empathy was the worst evaluation (mean of 3.82). In the evaluation of the five performance indices according to the airport sectors, airlines and public agencies were the sectors best evaluated, while the commercial airport sector was the worst evaluated. Curitiba was the airport with the best evaluation (4.29), followed by Campinas (4.15) and Natal (4.12), while Cuiabá airport presented the worst evaluation by users (3.64), followed by Guarulhos / SP (3,79). Conclusion: The performance indexes of the airport services in the average category were better evaluated by the users, in categories I and III of small and large ports in the private management of the International Airports of Natal and Brasilia, respectively. Among category II airports, the public management of the Curitiba International Airport presented a better evaluation of the performance indexes for the provision of airport services to users, followed by airports under private management.

In this age of technology, people or the companies all over the world have started using the easyway to find information or to process a particular task selected or given. In this path, Informationsystems have gone a long way with day to day improvements and upgrades with everythingabout what it can be done to give the right access and right task to the users.The developers have gone to such an extent that nothing can be compromised in the developmentor in the implementation of Information systems, however in the practical scenario there aremany issues that are to be taken into consideration to develop an Information System and also inthe implementation of the same.Here, in this thesis we will try to bring out those factors where in the implementation ofInformation Systems can go wrong and what are to be considered in order for the IS to be usefulthan it has to be emphasising on user satisfaction and user acceptance / Program: Magisterutbildning i informatik

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2016-10-31T15:33:20Z No. of bitstreams: 1 Catia Frohlich_.pdf: 1787423 bytes, checksum: 93f6818557beee9ed67077591f6f457a (MD5) / Made available in DSpace on 2016-10-31T15:33:21Z (GMT). No. of bitstreams: 1 Catia Frohlich_.pdf: 1787423 bytes, checksum: 93f6818557beee9ed67077591f6f457a (MD5) Previous issue date: 2016-09-13 / Nenhuma / Nos dias atuais, dada a concorrência nos diferentes segmentos de negócio, torna-se cada vez mais relevante que as organizações se adaptem às exigências dos seus clientes. Diante disso, uma das formas de buscar o atendimento das expectativas e a satisfação é a partir da disponibilização dos serviços em canais de autoatendimento. Este trabalho tem por objetivo identificar fatores condicionantes à efetividade do uso dos serviços de autoatendimento em uma instituição de ensino superior e propor ações para melhorias desses serviços. A pesquisa foi desenvolvida em uma instituição localizada no Rio Grande do Sul e visa identificar as percepções dos alunos e suas necessidades em relação ao uso do autoatendimento, bem como as percepções dos profissionais de atendimento quanto às necessidades desse público. Além disso, este estudo contribui para o desenvolvimento de projetos que tenham como objetivo a busca por facilidades no atendimento aos usuários, possibilitando maior autonomia e contribuindo para a agilidade dos serviços prestados, bem como a satisfação dos usuários. Foram adotados dois métodos para condução da pesquisa: i) Grupos focais com os profissionais da área de atendimento da instituição, sendo realizados três grupos com oito participantes distintos em cada grupo, e ii) Pesquisa Survey com o público de alunos dos cursos de graduação da instituição, com uma amostra de 1.100 participantes da pesquisa. Os resultados encontrados indicam a necessidade de ampliação e melhorias dos serviços, sendo que fatores como facilidade de acesso, agilidade nos processos e aumento da divulgação dos serviços são itens importantes no processo de escolha pelo uso do autoatendimento. Diante disso, algumas ações são propostas no sentido de promover o uso efetivo das tecnologias de autoatendimento disponibilizadas pela instituição de ensino, dentre elas melhorias na interface, suporte online para esclarecimento de dúvidas e disponibilização de tutoriais e vídeos, que facilitem o acesso e o uso dos serviços pelos alunos. / Nowadays, due the competition in different business fields, it becomes increasingly relevant that organizations adapt themselves to their customer’s demands. The availability of services in self-services channels is, therefore, a way to look for the achievement of expectations and satisfaction of the customers. This research aims at identify the conditioning factors to the effectiveness of the use of self-services in a higher education institution, and to propose actions for the improvement of such services. The investigation was carried out in an institution placed at Rio Grande do Sul. It aims at the identification of the students’ perceptions and their needs regarding the use of self-service, as well as the self-service’s professionals perceptions regarding the needs of the students on self-service. Furthermore, this study contributes to the development of projects that have as objective to look for easiness for users’ attendance, enabling them to get increasing autonomy, and contributing to the agility of the offered services, as well as to the users’ satisfaction. Two methods were adopted to support this research: i) Focus groups with professionals of the institution's service area, and carried out through three groups with eight different participants in each group, and ii) Survey Research involving the undergraduate students of the institution, with a sample size of 1,100 sample participants. Findings indicate the need for services enlargement and enrichment. Factors such as access easiness, processes agility, and greater disclosure of the services are relevant to the process of choice of self-services. Therefore, some actions are proposed in order to promote the effective use of self-service Technologies enabled by the educational institution, among them improvements in the interface, online support to answer questions, and availability of tutorials and videos, to facilitate the access and the use of services by the students.

In an era of digital convergence, people in related fields are devoted to activities of digitalization, especially in digital TV. This research is based on the Information System Success Model from Technology Acceptance Model (TAM) and aimed to understand the factors that affect user satisfaction and acceptance behavior. The researcher adopts the methodology of questionnaire survey. After statistical data analyses, the results show the main factor that influences MOD users¡¦ intention to use is perceived usefulness. Furthermore, perceived usefulness is influenced by perceived ease of use and user satisfaction. Three factors related to perceived ease of use and user satisfaction are program content quality, system quality and service quality of MOD. However, the influence of information quality is not significant. This research successfully constructs a technology acceptance model for MOD development and contributes for reference not only to future researches on users concerning innovative technologies but also to specific guidance for MOD operators to improve their services, expediting the development of digital TV in Taiwan.

Abstract This study aims to investigate the level of user satisfaction of the official document integration system for fundamental government institutions. Subjects of this study include administrative personnel of each level of schools of Kaohsiung County Government. Adopting the questionnaire method, a total of 156 effective questionnaires were collected with a return rate at 77.61%. Through a self-designed questionnaire entitled, ¡§Questionnaire on the level of satisfaction for the use of official document integration system¡¨ with items including information quality, system quality and service quality as the research tool, this study employs SPSS as the analysis tool and the statistic methods include reliability analysis, factor analysis, descriptive analysis, one-way ANOVA, independent t-test and Pearson product moment correlation analysis. The findings include: 1. There are no significant differences among each factor of variables such as information quality, system quality and service quality for the subjects of different ¡§gender¡¨, ¡§educational level¡¨, ¡§years of service¡¨, ¡§number of changes¡¨ and ¡§number of years of using the system¡¨. 2. Other than a significant difference on the level of satisfaction for the use of information, there are no significant differences among each aspects of variables such as system quality and service quality for subjects of different ¡§position¡¨, ¡§scale of school¡¨ and ¡§location of school¡¨. 3. Other than a significant difference on the level of satisfaction for electrical exchange and function operation, there are no significant differences in other factors in the service quality aspect for subjects ¡§with or without file management personnel¡¨. 4. Other than a significant difference on the level of satisfaction on the use of interface and customer service quality, there are no significant differences in the factors in the information quality aspect for subjects at different ¡§level of use of the system¡¨. 5. There are positive correlations among information quality, system quality and service quality. When the correlation index increases, it influences the level of satisfaction for the users on the official document integration system. In addition, the conclusions, limitations and suggestions are furthered described and investigated according the research findings.

The Indian IT industry has grown at an impressive rate during the last decade. India's own competitive advantage in the software business is well known: cost-effectiveness, world-class quality, high reliability, and rapid delivery, all of it powered by state-of-the-art technologies. Software has penetrated different spheres of the Indian economy, namely Indian corporate sector, government and public sector units. Over the last decade, one of the sectors, which have felt the "heat" of software intrusion, has been the financial service. Indian banking industry, today is in the midst of an IT revolution. A combination of regulatory and competitive reasons have led to increasing importance of total banking automation in the Indian Banking Industry. The present level of computerization in Public Sector Banks is a result of these initiatives. RBI has also gone ahead in creating of nation wide and localized networks for integration of the entire financial system. The Software Packages for Banking Applications in India had their beginnings in the middle of 80s, when the Banks spurred on by RBI and the Rangarajan Committee Report, started computerizing the branches in a limited manner. A few software companies in the country have developed banking software products and most of the banks have adopted them. These products enable all the banks to automate their operations at the branches and corporate offices. The software companies develop 60% of the software in the company itself, which involves the development of modules, and the remaining 40% is done in the customer's site. This 40% is customization of the software. The success of these banking software products in the banks can be measured by studying the market share of the individual products, revenues earned by these products by the respective companies. The success of these products depends on the satisfaction of the users, using the software. To measure their satisfaction and arrive at those products that are performing well in terms of User satisfaction, the following objectives were designed in the present study. The objectives are: 1. To understand the attributes of the banking software products that are relevant to user/customer satisfaction. 2. To understand the user's perception of the above attributes. 3. To derive the key factors of user/customer satisfaction. 4. To develop an Importance-Performance map for the attributes of the software. Based on the literature review and the discussions held with the software professionals and bank employees, we identified few relevant variables like Implementation, Maintainability, Reliability, Security, User's Performance and Output which fall under the software related variables and variables like Vendor's meeting User's needs, Vendor's mktg skill, User involvement, Training and support, and Service falling under the vendor related variables. A structured questionnaire was developed based on these variables using a 5-pt likert scale and this instrument was checked for its construct and content validity and also Reliability by conducting Factor analysis and Computing Cronbach's alpha respectively on a small sample in the Pilot study. The questionnaire was modified and the final instrument was used for the main study. This questionnaire was administered on a sample of 141 in the main study. The collected data were subjected to Factor Analysis to arrive at the key factors of User satisfaction for banking software products. We obtained seven factors User's Performance, Output, and Vendor's Marketing skill, Implementation, Ease of Use, Security and Maintainability. The second part of the study plot an Importance -Performance Map for all the products on all variables which gives us the best performer. Since this was subjective analysis, we conducted ONE-WAY ANOVA on the data to arrive at the best performer. However, ANOVA could give only the top performer, but we were not able to identify the second best product. We computed the weighted scores for each of these products by giving weights to the variables and multiplying with the performance scores. The comparison of the total weighted scores of all the four products considered in the study helped us in ranking the products based on their performance. We obtained that Product 3 was on top followed by Product 4 and Product 1 and last was product 2. Based on these analyses we suggested the following to the software vendors: 1. The key factors identified in the study should be given the highest priority while developing and testing the software for conformance with the specifications. 2. Product 2 must be improved on variables like output by making the report generation more flexible and maintainability should be made easier by making additions more flexible without any errors. 3. Vendors of Product 1 and 2 should provide better user manuals using simple language and also train the bank employees in using the software, by involving employees during customization in a more informal way. 4. Vendor's of Product 3 and 4 should maintain the quality of their existing products respectively and try to improve them.

p. 1-171 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-05-06T17:39:33Z No. of bitstreams: 1 111111.pdf: 792586 bytes, checksum: 8173aeca3b054018d0dc4bbad56d0dfa (MD5) / Approved for entry into archive by Maria Creuza Silva(mariakreuza@yahoo.com.br) on 2013-05-13T13:45:26Z (GMT) No. of bitstreams: 1 111111.pdf: 792586 bytes, checksum: 8173aeca3b054018d0dc4bbad56d0dfa (MD5) / Made available in DSpace on 2013-05-13T13:45:26Z (GMT). No. of bitstreams: 1 111111.pdf: 792586 bytes, checksum: 8173aeca3b054018d0dc4bbad56d0dfa (MD5) Previous issue date: 2009 / O artigo pretende analisar comparativamente o julgamento de usuários sobre serviços da atenção básica do município de Salvador a partir de duas estratégias metodológicas distintas como forma de responder à questão sobre a elevada satisfação de usuários reportada na literatura especializada. Partiu-se do pressuposto que os estudos de satisfação de usuário apresentam uma formulação homóloga às sondagens de opinião, produzindo respostas forçadas, ou artefatos de pesquisa no sentido discutido por Bourdieu e Champagne. Dois modos distintos de abordagem ao usuário foram investigados: o primeiro deles consistiu em um inquérito em amostra de usuários da rede básica aos quais foi aplicado um questionário estruturado que interrogava sobre “expectativas” e a “satisfação” em situação de implantação ou não de projeto voltado para melhoria do acesso. A segunda abordagem correspondeu a um estudo de caso, realizado em uma unidade de saúde selecionada, a partir de entrevistas não dirigidas e realizadas nos domicílios. Os resultados do inquérito revelaram uma elevada satisfação dos usuários em relação aos serviços de saúde da rede básica de Salvador independente da situação de implantação do projeto e de seus resultados. O estudo de caso revelou diversas experiências negativas vivenciadas na unidade de saúde. Discute-se que a elevada satisfação parece corresponder simultaneamente à imposição de problemática por parte dos entrevistadores bem como resultado de um ajuste das necessidades às possibilidades. / Salvador

Como pesquisadora do Departamento de Planejamento do Instituto de Medicina Social da Universidade do Estado do Rio de Janeiro, tive acesso a bibliografia acerca da avaliação da qualidade dos serviços de saúde pela ótica do usuário. Estes estudos, paradigmáticos na área, são (em sua grande maioria) pautados por uma abordagem funcionalista que nos deixam entreabertas questões conceituais que priorizamos. Como incorporar instrumentais elaborados em e para realidades distintas da brasileira sem prévia redefinição teórica, portanto política? Neste estudo, o objeto privilegiado de nossas reflexões é a obra de Avédis Donabedian, autor que ha mais de vinte anos estuda e pesquisa Avaliação da Qualidade dos Serviços de Saúde. Utilizando a metodologia da análise de discurso abordamos, no capitulo II, as principais idéias com as quais o autor sistematiza seu Modelo Normativo, priorizando o entendimento da satisfação do paciente enquanto uma das medidas da avaliação da qualidade da atenção prestada. / As a researcher in the Department of Planning of the Institute of Social Medicine, State University of Rio de Janeiro, had access to literature on the assessment of quality of health services from the perspective of the user. These studies, paradigmatic in the area are (mostly) guided by a functionalist approach that let us ajar conceptual issues we prioritize. How to incorporate in instrumental elaborate and distinct realities of Brazil without prior theoretical reset, so political? In this study, the privileged object of our reflections is the work of Avedis Donabedian, author ha over twenty years studying and researching Quality Assessment Health Services Using the methodology of discourse analysis approach, in Chapter II, the main ideas with which the author systematizes its Normative Model, emphasizing the understanding of patient satisfaction as one of the measures of assessing the quality of care provided.

Made available in DSpace on 2015-05-08T14:53:21Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 1572733 bytes, checksum: ba5ac09d18fd7875845fbe871b7793a3 (MD5) Previous issue date: 2012-04-23 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The small and medium businesses are the majority on the national scene, generating jobs and income for the nation. One of the tools that help increase the competitiveness of these companies is the use of Integrated Management Systems (ERP), which, when used properly, assist in planning, management and control. It is very important to check the success of such systems in companies and one of the most widely accepted means of analyzing them is by evaluating the satisfaction of its users. This paper assesses the satisfaction of users of ERP systems in medium-sized manufacturing clothing in Fortaleza, one of the largest clothing from Brazil. The method used was the Survey Research, through which 117 users were interviewed in 25 companies and followed the evaluation model customized by Ely (2010), which are evaluated quantitatively the satisfaction of end users and key users of an ERP system . The results show, in general, users are satisfied with the ERP systems implemented. It was also verified by multivariate analysis, the model used was appropriate to the context of medium-sized enterprises, because the statistical tests (Cronbach's alpha, Bartlett's sphericity and KMO) scores were very reliable. / As empresas de pequeno e médio porte são a grande maioria no cenário nacional, gerando emprego e renda de forma pulverizada para a nação. Uma das ferramentas que colaboram para o aumento da competitividade nestas empresas é o uso de Sistemas Integrados de Gestão (ERP), os quais, quando bem utilizados, auxiliam no processo de planejamento, gestão e controle. É muito importante a verificação do sucesso de utilização destes sistemas nas empresas e um dos meios mais aceitos de analisá-los é por meio da avaliação da satisfação dos seus usuários. Esta dissertação avalia a satisfação dos usuários de sistemas ERP‟s nas médias empresas de confecção do vestuário no município de Fortaleza, um dos maiores pólos de confecção do Brasil. O método utilizado foi a pesquisa Survey, através da qual foram entrevistados 117 usuários de 25 empresas e seguiu o modelo de avaliação customizado por Ely (2010), onde são avaliados de forma quantitativa a satisfação dos usuários finais e usuários-chave de um sistema ERP. Os resultados apresentam, de forma geral, que os usuários estão satisfeitos com os sistemas ERP implantados. Também foi verificado por meio de análise multivariada, que o modelo utilizado foi adequado ao contexto das médias empresas, pois os testes estatísticos (Alfa de Cronbach, esfericidade de Bartlett e KMO) obtiveram valores bastante confiáveis.

Como pesquisadora do Departamento de Planejamento do Instituto de Medicina Social da Universidade do Estado do Rio de Janeiro, tive acesso a bibliografia acerca da avaliação da qualidade dos serviços de saúde pela ótica do usuário. Estes estudos, paradigmáticos na área, são (em sua grande maioria) pautados por uma abordagem funcionalista que nos deixam entreabertas questões conceituais que priorizamos. Como incorporar instrumentais elaborados em e para realidades distintas da brasileira sem prévia redefinição teórica, portanto política? Neste estudo, o objeto privilegiado de nossas reflexões é a obra de Avédis Donabedian, autor que ha mais de vinte anos estuda e pesquisa Avaliação da Qualidade dos Serviços de Saúde. Utilizando a metodologia da análise de discurso abordamos, no capitulo II, as principais idéias com as quais o autor sistematiza seu Modelo Normativo, priorizando o entendimento da satisfação do paciente enquanto uma das medidas da avaliação da qualidade da atenção prestada. / As a researcher in the Department of Planning of the Institute of Social Medicine, State University of Rio de Janeiro, had access to literature on the assessment of quality of health services from the perspective of the user. These studies, paradigmatic in the area are (mostly) guided by a functionalist approach that let us ajar conceptual issues we prioritize. How to incorporate in instrumental elaborate and distinct realities of Brazil without prior theoretical reset, so political? In this study, the privileged object of our reflections is the work of Avedis Donabedian, author ha over twenty years studying and researching Quality Assessment Health Services Using the methodology of discourse analysis approach, in Chapter II, the main ideas with which the author systematizes its Normative Model, emphasizing the understanding of patient satisfaction as one of the measures of assessing the quality of care provided.