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.

O objetivo geral deste trabalho foi construir e aplicar uma estrutura de avaliação da qualidade percebida dos serviços administrativos prestados por servidores técnicos-administrativos em uma Instituição Federal de Ensino Superior (IFES). Para isto, o trabalho se dispôs a: i) levantar um conjunto de atributos e dimensões de qualidade percebida para os serviços administrativos prestados pelos técnicos-administrativos em uma IFES; ii) construir um instrumento de avaliação da qualidade percebida dos serviços administrativos prestados por técnicos-administrativos de uma IFES; iii) analisar gaps de qualidade percebida em serviços administrativos de uma IFES, usando a abordagem IPA (Importance-Performance Analysis), sob a perspectiva de docentes, técnicos-administrativos e discentes; e iv) identificar atributos críticos de qualidade e sua relação com os instrumentos de avaliação de desempenho e de planejamento estratégico na IFES em estudo. Entre as contribuições teóricas deste trabalho estão: i) uma estrutura de atributos para avaliação da qualidade dos serviços administrativos segundo importância e desempenho; e ii) um procedimento metodológico que abrange a hierarquização atributos, a analise dos gaps entre importância e percepção de desempenho, a elaboração e a interpretação da matriz de importância-desempenho. Já as principais contribuições práticas foram: i) a proposta de aperfeiçoamento de instrumentos de avaliação e controle existentes no âmbito da universidade; e ii) a aproximação ao usuário final do serviço, conhecendo sua percepção de qualidade e aspectos valorizados. Assim, ao adotar os procedimentos propostos neste estudo, entende-se que a Universidade estaria promovendo melhorias significativas nos serviços administrativos e avançando na busca pela excelência e qualidade. / This study aims to build and apply a structure of evaluation of the perceived quality of administrative services provided by the administrative staff in Higher Education Federal Institutions (HEFI). For this, the work is organized to i) create a set of attributes and dimensions of perceived quality of administrative services provided by administrative staff in a HEFI; ii) build perceived quality assessment instrument of the administrative services provided by HEFI's administrative staff; iii) analyze perceived quality gaps in administrative services of an HEFIs, using the IPA (Importance-Performance Analysis) approach, from the perspective of teachers, administrative staff, and student; and iv) identify critical attributes of quality and their relationship with instruments of performance and strategic planning in the IFES under study. Among the theoretical contributions of this work are i) an attribute structure to evaluate the quality of administrative services according to importance and performance; and ii) a methodological procedure that includes hierarchical attributes, gap analysis between importance and perception of performance, elaboration and interpretation of the importance-performance matrix. The main practical contributions were i) the proposal to improve existing evaluation and control instruments within the university; and ii) the approach to the end user of the service, knowing its perception of quality and evaluated aspects. Thus, when adopting the procedures proposed in this study, it is understood that the University would be promoting significant improvements in administrative services and advancing in the quest for excellence and quality.

Esta tese procura demonstrar a valiosa contribuição da Lingüística de Corpus na análise do texto literário e na avaliação da tradução literária. O corpus é formado pelos textos de Dubliners (1914), uma coletânea de contos de James Joyce, e duas traduções dessa obra, ambas intituladas Dublinenses, uma de Hamilton Trevisan (1964), a outra de José Roberto O Shea (1993). Primeiramente é apresentado um panorama da Lingüística de Corpus, especialmente como uma abordagem que apresenta interfaces com os Estudos da Tradução e a Análise Literária. Em seguida é feita uma análise da obra original e, logo após, uma avaliação das traduções. Para constatar a efetiva contribuição da Lingüística de Corpus, a análise do texto original e das traduções foi realizada seguindo duas abordagens diferentes, a não computacional e a computacional. Os dados levantados foram comparados, o que permitiu estabelecer que a Lingüística de Corpus de fato representa uma abordagem que traz significativa contribuição aos processos de análise do texto literário e à avaliação de traduções literárias. Assim, foi proposto um modelo híbrido de avaliação de tradução literária, que combina características da abordagem tradicional e da Lingüística de Corpus. Esse modelo foi testado com quatro contos de Dubliners. / This thesis aims at demonstrating the valuable contribution of Corpus Linguistics in the analysis of literary texts and in the evaluation of literary translation. The selected texts are Dubliners (1914), a collection of short stories by James Joyce, and two translations thereof, both entitled Dublinenses, one by Hamilton Trevisan (1964), and the other by José Roberto O Shea (1993). Firstly, an analysis of the original work is carried out and, after that, the evaluation of translations. In order to verify the effective contribution of Corpus Linguistics, an analysis of the original text and its translations was performed, using two different approaches, a non computational as well as a computational one. The data thus obtained were compared and, as a result, it could be established that Corpus Linguistics really represents an approach which makes a significant contribution to the processes of literary text analysis and the evaluation of literary translations. Therefore, a model for the evaluation of literary translations was proposed, bringing together characteristics of the traditional approach and that of Corpus Linguistics. This model was then tested on four short stories from Dubliners.

Os constantes avanços nas áreas de transmissão e processamento de dados ao longo dos últimos anos permitiram a criação de diversas aplicações e serviços baseados em dados multimídia, como streaming de vídeo, videoconferências, aulas remotas e IPTV. Além disso, avanços nas demais áreas da computação e engenharias, possibilitaram a construção de uma enorme diversidade de dispositivos de acesso a esses serviços, desde computadores pessoais até celulares, para citar os mais utilizados atualmente. Muitas dessas aplicações e dispositivos estão amplamente difundidos hoje em dia, e, ao mesmo tempo em que a tecnologia avança, os usuários tornam-se mais exigentes, buscando sempre melhor qualidade nos serviços que utilizam. Devido à grande variedade de redes e dispositivos atuais, uma dificuldade existente é possibilitar o acesso universal a uma transmissão. Uma alternativa criada é utilizar transmissão de vídeo escalável com IP multicast e controlada por mecanismos para adaptabilidade e controle de congestionamento. O produto final dessas transmissões mulimídia são os próprios dados multimídia (vídeo e áudio, principalmente) que o usuário está recebendo, portanto a qualidade destes dados é fundamental para um bom desempenho do sistema e satisfação dos usuários. Este trabalho apresenta um estudo de avaliações subjetivas de qualidade aplicadas em sequências de vídeo codificadas através da extensão escalável do padrão H.264 (SVC). Foi executado um conjunto de testes para avaliar, principalmente, os efeitos da instabilidade da transmissão (variação do número de camadas de vídeo recebidas) e a influência dos três métodos de escalabilidade (espacial, temporal e de qualidade) na qualidade dos vídeos. As definições foram baseadas em um sistema de transmissão em camadas com utilização de protocolos para adaptabilidade e controle de congestionamento. Para execução das avaliações subjetivas foi feito o uso da metodologia ACR-HRR e recomendações das normas ITU-R Rec. BT.500 e ITU-T Rec. P.910. Os resultados mostram que, diferente do esperado, a instabilidade não provoca grandes alterações na qualidade subjetiva dos vídeos e que o método de escalabilidade temporal tende a apresentar qualidade bastante inferior aos outros métodos. As principais contribuições deste trabalho estão nos resultados obtidos nas avaliações, além da metodologia utilizada durante o desenvolvimento do trabalho (definição do plano de avaliação, uso das ferramentas como o JSVM, seleção do material de teste, execução das avaliações, entre outros), das aplicações desenvolvidas, da definição de alguns trabalhos futuros e de possíveis objetivos para avaliações de qualidade. / The constant advances in multimedia processing and transmission over the past years have enabled the creation of several applications and services based on multimedia data, such as video streaming, teleconference, remote classes and IPTV. Futhermore, a big variety of devices, that goes from personal computers to mobile phones, are now capable of receiving these transmissions and displaying the multimedia data. Most of these applications are widely adopted nowadays and, at the same time the technology advances, the user are becoming more demanding about the quality of the services they use. Given the diversity of devices and networks available today, one of the big challenges of these multimedia systems is to be able to adapt the transmission to the receivers' characteristics and conditions. A suitable solution to provide this adaptation is the integration of scalable video coding with layered transmission. As the final product in these multimedia systems are the multimedia data that is presented to the user, the quality of these data will define the performace of the system and the users' satisfaction. This paper presents a study of subjective quality of scalable video sequences, coded using the scalable extension of the H.264 standard (SVC). A group of experiments was performed to measure, primarily, the efeects that the transmission instability (variations in the number of video layers received) has in the video quality and the relationship between the three scalability methods (spatial, temporal and quality) in terms of subjective quality. The decisions taken to model the tests were based on layered transmission systems that use protocols for adaptability and congestion control. To run the subjective assessments we used the ACR-HRR methodology and recommendations given by ITU-R Rec. BT.500 and ITU-T Rec. P.910. The results show that the instability modelled does not causes significant alterations on the overall video subjective quality if compared to a stable video and that the temporal scalability usually produces videos with worse quality than the spatial and quality methods, the latter being the one with the better quality. The main contributions presented in this work are the results obtained in the subjective assessments. Moreover, are also considered as contributions the methodology used throughout the entire work (including the test plan definition, the use of tools as JSVM, the test material selection and the steps taken during the assessment), some applications that were developed, the definition of future works and the specification of some problems that can also be solved with subjective quality evaluations.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The aim of this study was to evaluate the quality of raw materials delivered by suppliers of a dairy industry based on physicochemical specifications. The development of the work consisted of literature research, followed by a case-study with descriptive approach involving variables of quantitative nature. In order to develop the analysis of data, the following statistical techniques were used: Exploratory analysis of data (used to evaluate the consistency of the collected data and to verify their behavior in relation to variability and normality), non-parametric methods (used to compare periods and collection patterns in relation to the behavior of the variables), CEP (used through the construction of control charts for attributes based on the specifications of the variables), multivariate analysis (used through the factorial analysis in the construction of indexes for the classification of suppliers). Two stages were observed in the development of the study. In the first stage, an analysis on the quality of milk based on the acidity determination was conducted. In the second stage, the analysis of the quality of raw materials was conducted using only lots with appropriate acidity values and considering the other physicochemical variables. The results obtained in the first stage were used to observe that most of the lots were produced according to quality standards established for acidity. For the comparison of the milk collection patterns, in general, pattern 1 obtained better performance in all seasons. In the second stage of the analysis, the results showed that suppliers presented lower percentage of milk lots with appropriate specifications for the percentage of water and density. Moreover, considering the comparison between the collection patterns in winter, it was possible to verify that patterns 2 and 3 had the best performance in the quality indicator. Considering the spring season, it was found that standard 1 presented the best performance. In addition, comparing the collection standards in the summer, it was found that standard 2 obtained the best performance. Through the control charts applied, it was possible to perceive that the process was out of control in the three periods mainly due to problems with the specification of the percentage of water and density. Finally, with the aid of the factorial analysis, indexes for the classification of suppliers were calculated based on physicochemical variables. / A presente pesquisa buscou avaliar a qualidade da matéria-prima entregue pelos fornecedores de uma indústria de laticínios com base nas especificações físico-químicas. O desenvolvimento do trabalho constituiu-se de pesquisa bibliográfica, seguida de estudo de caso com abordagem de cunho descritivo, envolvendo variáveis de natureza quantitativa. Para desenvolver as análises dos dados foram utilizadas as seguintes técnicas estatísticas: Análise exploratória de dados (foi utilizada para avaliar a consistência dos dados coletados e verificar seu comportamento quanto à variabilidade e normalidade); Métodos não-paramétricos (serviram para comparar períodos e rotas de coleta quanto ao comportamento das variáveis); CEP (foi utilizado através da construção de gráficos de controle para atributos com base nas especificações das variáveis); Análise multivariada (utilizada através da análise fatorial na construção do índice para classificação dos fornecedores). No desenvolvimento do estudo foram respeitadas duas etapas. Na primeira etapa foi realizada uma análise sobre a qualidade do leite com base na determinação da acidez. Na segunda etapa foi desenvolvida a análise da qualidade da matériaprima utilizando somente os lotes com medidas adequadas de acidez e considerando as demais variáveis físico-químicas. Com os resultados obtidos na primeira etapa da análise foi possível observar que a maioria dos lotes produzidos estava de acordo com os parâmetros de qualidade estabelecidos para a acidez. Em relação a comparação das rotas de coleta do leite, de modo geral, a rota 1 obteve melhor desempenho em todas as estações. Na segunda etapa da análise os resultados mostraram que os fornecedores apresentaram baixos percentuais de lotes de leite adequados às especificações para o percentual de água excedente e para a densidade. Além disso, considerando a comparação entre as rotas de coleta, no inverno, foi possível verificar que as rotas 2 e 3 tiveram melhor desempenho no indicador de qualidade. Considerando a estação da primavera, percebeu-se que a rota 1 obteve melhor desempenho. E, realizando-se a comparação das rotas de coleta no verão, verificou-se que a rota 2 obteve melhor desempenho. Pelos gráficos de controle aplicados foi possível perceber que o processo estava fora de controle nos três períodos, devido, principalmente, a problemas com as especificações do percentual de água excedente e da densidade. Por fim, com auxilio da análise fatorial, foram calculados índices para classificação dos fornecedores com base nas variáveis físico-químicas.

Magister Public Health - MPH / Ensuring that routine health information systems provide good quality information for informed decision making and planning in health systems remain a major priority in several countries and health systems. The lack of use of health information or use of poor quality data in health care and systems results in inadequate assessments and evaluation of health care and result in weak and poorly functioning health systems. The Nigerian health system like in many developing countries has challenges with the building blocks of the health system with a weak Health Information System. Although the quality of data in the Nigerian routine health information system has been deemed poor in some reports and studies, there is little research based evidence of the current state of data quality in the country as well as factors that may influence data quality in routine health information systems. This study explored the data quality of routine health information generated from health facilities in Oyo State, Nigeria, providing the state of data quality of the routine health information. This study was a cross sectional descriptive study taking a retrospective look at paper based and electronic data records in the National Health Management Information System in Nigeria. A mixed methodology approaches with quantitative to assess the quality of data within the health information system and qualitative methods to identify factors influencing the quality of health information at the health facilities in the district. Assessment of the quality of information was done using a structured evaluation tool looking at completeness, accuracy and consistency of routine health statistics generated at these health facilities. A multistage sampling method was used in the quantitative component of the research. For the qualitative component of the research, purposive sampling was done to select respondents from each health facility to describe the factors influencing data quality. The study found incomplete and inaccurate data in facility paper summaries as well as in the electronic databases storing aggregate information from the facility data.

The research question addressed in this research concerned the extent to which internally developed quality assurance processes are effective in the promotion and enhancement of quality in education and training programmes in business with special reference to adult literacy. The aim of the research was to explore the presence of and the need for a possible implementation of effective quality assurance processes in education and training in business. It also aimed at seeking for answers to the following questions: -- Do education and training programmes in business have effective quality assurance processes in place for the promotion and enhancement of quality? -- Do education and training programmes in business embrace best practice principles for continuous quality improvement? A literature review, interviews and questionnaires were the instruments employed for the collection of data. Through these research instruments, better insight into the concepts of ‘quality’ and ‘quality assurance’ was obtained. From the literature review, it emerged that the implementation of best practice principles borrowed from industry in education and training programmes can play a crucial role in continuous improvement. In contrast, it emerged from the empirical investigation results that no effective quality assurance processes are applied in education and training in business in South Africa. Business appeared not to be taking a holistic approach to quality assurance and management was found to be ignoring important aspects, such as human resources development, partnership and/or similar issues that need attention if quality is to be holistically promoted and enhanced. In conclusion, a few recommendations that could contribute to quality promotion and enhancement in education and training were made. These were the implementation of a market-related remuneration strategy or competency-based pay, a retention strategy, a quality assurance training programme, Total Quality Management, a Balanced Scorecard, recognition and incentive scheme, a performance appraisal system and the involvement of line managers and union representatives in the management of education and training programmes in business. / Thesis (PhD)--University of Pretoria, 2007. / Education Management and Policy Studies / unrestricted

Ce travail décrit la mise en oeuvre d’une démarche d’évaluation des pratiquesprofessionnelles mise en place dans le service d’odontologie du CHU de Clermont-Ferrandafin de définir la qualité et le résultat des traitements endodontiques. Un cycle de Deming, oucycle Plan-Do-Check-Act (PDCA) a été appliqué dans l’objectif de rechercher les facteursinfluençant la qualité et le résultat des traitements endodontiques, et de proposer lesaméliorations susceptibles d’assurer un meilleur service au patient. La phase Plan d’un cyclePDCA est la phase d’évaluation des pratiques. Elle se déroule en 6 étapes. Au cours de l’étape1, la pratique idéale pour la procédure a été évaluée, en référence aux recommandationsacadémiques. L’étape 2 a consisté au choix d’indicateurs permettant d’évaluer la proportionde traitements endodontiques adéquats et le résultat du traitement endodontique. Au cours del’étape 3, la qualité et le résultat des traitements endodontiques réalisés dans le serviced’odontologie de Clermont-Ferrand ont été évalués à l’aide des indicateurs définis à l’étape 2.Les facteurs influençant la qualité et le résultat ont également été recherchés. Au terme del’évaluation, deux actions d’amélioration ont été proposées. Il s’agit d’une part de la mise enplace d’un arbre décisionnel des procédures du traitement, prenant en compte le type de dent,l’état pulpaire, et la difficulté prévisible du ou des canaux et d’autre part de l’organisation durappel systématique des patients et de la gestion des traitements en échec. Au CHU deClermont-Ferrand, la procédure d’amélioration des pratiques se poursuit par la mise en placede ces actions dans le contexte de la phase « Do » du cycle PDCA. / Objectives: Plan-Do-Check-Act (PDCA) cycles are a methodology used to improveprofessional practices. This study presents the Plan phase that identifies and analyses clinical practicesin endodontics in a university dental hospital service.Methods: The plan phase was divided into six steps. Step 1 identified the quality and the outcome ofEndodontic Treatment (RCT) as the targeted procedure for PDCA referring to academic guidelines. InStep 2, an evidence based approach indicated the use of the proportions of RCTs with adequate qualityand the proportions of RCTs that were effective in the PDCA approach. Step 3 evaluated RCTs duringthree consecutive years. Step 4 compared the results from Step 3 with data from the literature. Step 5identified the factors acting on the quality and the outcome of RCTs. Step 6 proposed actions supposedto improve RCTs. Steps 1 to 5 were conducted by three PDCA managers, and the staff of teachers inendodontics was enrolled for consensual decisions in Step 6.Results: Step 3 reported that the proportion of RCTs with adequate quality reached 57.1% and thisproportion was significantly decreased when specific indicators for treatment difficulties were present.The proportion of successful RCTs after one year was 65.6% and its variation was influenced by thepreoperative periapical status, but not by the quality of RCTs. The consensual meeting in Step 6proposed five procedures to be implemented for the further Do phase of PDCA cycle.Conclusion: This study encourages systematic evaluation of RCTs in private and hospital practices.

Many protein structure prediction programs exist and they can efficiently generate a number of protein models of a varying quality. One of the problems is that it is difficult to know which model is the best one for a given target sequence. Selecting the best model is one of the major tasks of Model Quality Assessment Programs (MQAPs). These programs are able to predict model accuracy before the native structure is determined. The accuracy estimation can be divided into two parts: global (the whole model accuracy) and local (the accuracy of each residue). ProQ2 is one of the most successful MQAPs for prediction of both local and global model accuracy and is based on a Machine Learning approach. In this thesis, I present my own contribution to Model Quality Assessment (MQA) and the newest developments of ProQ program series. Firstly, I describe a new ProQ2 implementation in the protein modelling software package Rosetta. This new implementation allows use of ProQ2 as a scoring function for conformational sampling inside Rosetta, which was not possible before. Moreover, I present two new methods, ProQ3 and ProQ3D that both outperform their predecessor. ProQ3 introduces new training features that are calculated from Rosetta energy functions and ProQ3D introduces a new machine learning approach based on deep learning. ProQ3 program participated in the 12th Community Wide Experiment on the Critical Assessment of Techniques for Protein Structure Prediction (CASP12) and was one of the best methods in the MQA category. Finally, an important issue in model quality assessment is how to select a target function that the predictor is trying to learn. In the fourth manuscript, I show that MQA results can be improved by selecting a contact-based target function instead of more conventional superposition based functions. / <p>At the time of the doctoral defense, the following paper was unpublished and had a status as follows: Paper 3: Manuscript.</p>

O mercado global dos sistemas educacionais Web (WES, do inglês, Web Educational Systems) continua a mudar, crescer e evoluir em todo o mundo, impulsionado por diversos fatores, entre eles, pelas novas tendências em tecnologias emergentes e ferramentas que dão suporte aos WES e, ainda, ao papel crescente da aprendizagem social como prioridade para o processo de desenvolvimento de tais sistemas. Os Sistemas Educacionais baseados em Web Semântica (SWBES, do inglês Semantic Web-based Educational Systems) são plataformas educacionais Web desenvolvidas para resolver diversos problemas enfrentados pelos alunos e outros usuários, como dificuldades relacionadas à busca, compartilhamento e reutilização de recursos educacionais. SWBES têm sido frequentemente usados como motores de busca para plataformas MOOC e Sistemas Tutores Inteligentes (STI). Portanto, é necessário garantir a qualidade desses sistemas para possibilitar melhores experiências de ensino e aprendizagem. No entanto, a avaliação da qualidade dos SWBES é uma tarefa complexa, uma vez que requer um amplo conhecimento sobre as tecnologias da Web Semântica, Educação a Distância, Engenharia de Software, além das normas e padrões utilizados para a Avaliação da Qualidade de Software. O problema identificado foi a ausência de uma abordagem de avaliação de qualidade desses sistemas a partir dos elementos da arquitetura do sistema, ou seja, a atuação e estruturação dos agentes inteligentes, ontologias, objetos de aprendizagem, repositórios, metadados etc. Nesse contexto, o objetivo dessa tese foi desenvolver uma abordagem para a avaliação de qualidade de SWBES. Para atingir o objetivo proposto, foram necessários identificar os critérios de qualidade utilizados na avaliação de qualidade de software, de WES (incluindo recursos educacionais, tais como os objetos de aprendizagem), das tecnologias da Web Semântica (tais como ontologias). Esses critérios foram classificados, analisados e ajustados, com base nos requisitos de qualidade dos SWBES apontados na literatura. Em seguida, um conjunto de fatores de qualidade foi estabelecido, com subfatores e critérios que serão utilizados como diretriz geral para avaliar e comparar a qualidade de SWBES. Foram definidos os avaliadores responsáveis de acordo com os papéis que representam no sistema. Estabeleceu-se também quais os artefatos do SWBES que devem ser avaliados pela abordagem, de modo que o processo de avaliação seja simplificado. A abordagem foi automatizada em uma ferramenta Web e validada por meio de estudos de caso, por meio de especialistas no domínio da Web Semântica, Informática e Educação. Espera-se que a abordagem desenvolvida possa contribuir com profissionais, desenvolvedores e outros usuários (professores, educadores, alunos, mediadores, tutores e gestores) que desejam ou necessitam adquirir e utilizar SWBES, de forma que possam efetuar a aquisição adequada às suas necessidades e objetivos. Além disso, espera-se poder colaborar no processo de desenvolvimento de SWBES, a partir dos fatores de qualidade estabelecidos para a abordagem, e promover a garantia de qualidade desde o início do processo do desenvolvimento. Como trabalhos futuros, pretende-se ampliar os fatores de qualidade e estender a abordagem para permitir a avaliação de outros Sistemas baseados em Web Semântica, em outros domínios do conhecimento. / The Web education systems (WES) global community is in continuous change, growth and evolve all around the world, driven by several factors, including new trends in emerging technologies and tools that support WES, and even the growing role of social learning as a priority for the development process of such systems. Semantic Web-based Educational Systems (SWBES) are Web-based educational platforms designed to address a variety of problems faced by students and other users, such as difficulties in finding, sharing, and reusing educational resources. SWBES have often been used as search engines for MOOC platforms and Intelligent Tutoring Systems (ITS). Therefore, ensuring the quality of these systems is necessary to enable better teaching and learning experiences. However, SWBES quality assessment is a complex task, since it requires extensive knowledge about Semantic Web technologies, Web Educational Systems, Software Engineering, and software quality assessment standards. The problem identified was the absence of a quality evaluation approach of these systems from the elements of the system architecture, ie, the role and structure of intelligent agents, ontologies, learning objects, repositories, metadata etc. In this context, the purpose of this thesis was to develop an approach for the quality evaluation of SWBES. In order to achieve the proposed objective, it was necessary to identify the quality criteria used in software quality assessment, WES (including educational resources, such as learning objects), Semantic Web technologies (such as ontologies). These criteria were classified, analyzed and adjusted, based on the quality requirements of SWBES in the literature and named as factors. Next, a set of quality factors was established, with subfactors and criteria that will be used as a general guideline to evaluate and compare the quality of SWBES. The evaluators designated to evaluate the SWBES were defined according to the role they represent in the systems. It was also established which SWBES artifacts should be evaluated by the approach, in order of making the evaluation process simplified. It was developed a Web tool to automate the approach developed which were validated through case studies by specialists in the related research fields. It is expected that the approach will contribute with professionals, developers and other users (teachers, educators, students, virtual tutors and managers) in acquiring and using SWBES, so that they can choose the appropriate system to fill out their needs and goals. In addition, it is expected to collaborate in the SWBES development process, based on the quality factors established, and promoting quality assurance since the beginning of the development process. As future work, it is intended to broaden the quality factors and extend the approach allowing the evaluation of other Semantic Web-based Systems in other knowledge domain.