Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale

Mostrar outras versões (1)

Purpose: The objective of this research is to evaluate the use of the Capes Portal of Periodicals from the perspective of research users in administration and accounting, and to investigate the relationship between user satisfaction with the five dimensions of the SERVQUAL model of service evaluatio...

ver descrição completa

Na minha lista:
Detalhes bibliográficos
Principais autores: Colares, Ana Carolina Vasconcelos, Ferreira, Cássia de Oliveira
Formato: Online
Idioma:eng
Publicado em: Portal de Periódicos Eletrônicos da UFRN
Endereço do item:https://periodicos.ufrn.br/ambiente/article/view/27716
Tags: Adicionar Tag
Sem tags, seja o primeiro a adicionar uma tag!
id oai:periodicos.ufrn.br:article-27716
record_format ojs
institution Periódicos UFRN
collection Portal de Pediódicos Eletrônicos da UFRN
language eng
format Online
author Colares, Ana Carolina Vasconcelos
Ferreira, Cássia de Oliveira
spellingShingle Colares, Ana Carolina Vasconcelos
Ferreira, Cássia de Oliveira
Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
author_facet Colares, Ana Carolina Vasconcelos
Ferreira, Cássia de Oliveira
author_sort Colares, Ana Carolina Vasconcelos
title Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
title_short Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
title_full Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
title_fullStr Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
title_full_unstemmed Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale
title_sort evaluation of the use of the capes portal of journals from the perspective of research users in administration and accounting based on the servqual scale
description Purpose: The objective of this research is to evaluate the use of the Capes Portal of Periodicals from the perspective of research users in administration and accounting, and to investigate the relationship between user satisfaction with the five dimensions of the SERVQUAL model of service evaluation. Methodology: The scale was answered by 162 researchers in the areas of accounting and administration, who were contacted via e-mail available in the publications of Qualis A2 and B1 journals in 2017. A multiple regression analysis model was used, having the level of satisfaction (ST) as a dependent variable of the model, and as independent variables, reliability (FC), responsiveness (PR), safety (SG), empathy (EP) and tangible aspects (TG), measured through the SERVQUAL scale used. The model was tested and validated for the problems of multicollinearity (Inflation Variance Test - VIF), heteroscedasticity (Breush Pagan) and functional form (Ramsey Reset). Results: The predominant profile of researchers in accounting and administration are professors with doctorates in public universities, who use the portal of journals with high frequency, although they are not entirely satisfied with the service. A significant positive relationship was found between service satisfaction and the variables of tangibility, trust, security and empathy. Responsiveness was not found to be a significant variable. Contributions of the study: It was observed that the referred platform has many advantages, but some characteristics still leave something to be desired, shown, for example, from the assessment of the tangibility that is directly related to the interface. And also the responsiveness, which is the dimension that assesses the receptivity and feedback of the entity that operates the portal, negatively impacting satisfaction, which can be explained by the lack of contact or relationship between the user and the team responsible for operations on the Capes Portal.
publisher Portal de Periódicos Eletrônicos da UFRN
publishDate 2022
url https://periodicos.ufrn.br/ambiente/article/view/27716
work_keys_str_mv AT colaresanacarolinavasconcelos evaluationoftheuseofthecapesportalofjournalsfromtheperspectiveofresearchusersinadministrationandaccountingbasedontheservqualscale
AT ferreiracassiadeoliveira evaluationoftheuseofthecapesportalofjournalsfromtheperspectiveofresearchusersinadministrationandaccountingbasedontheservqualscale
AT colaresanacarolinavasconcelos evaluaciondelusodelportalcapesdeperiodicosenlapercepciondeusuariosenadministracionycontabilidadbasadoenlaescaladeservqual
AT ferreiracassiadeoliveira evaluaciondelusodelportalcapesdeperiodicosenlapercepciondeusuariosenadministracionycontabilidadbasadoenlaescaladeservqual
AT colaresanacarolinavasconcelos avaliacaodautilizacaodoportalcapesdeperiodicosnaoticadosusuariospesquisadoresemadministracaoecontabilidadecombasenaescalaservqual
AT ferreiracassiadeoliveira avaliacaodautilizacaodoportalcapesdeperiodicosnaoticadosusuariospesquisadoresemadministracaoecontabilidadecombasenaescalaservqual
_version_ 1766682092991676416
spelling oai:periodicos.ufrn.br:article-277162023-01-18T22:47:01Z Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale Evaluación del uso del Portal Capes de Periodicos en la percepción de usuarios en administración y contabilidad basado en la escala de SERVQUAL Avaliação da utilização do Portal Capes de periódicos na ótica dos usuários pesquisadores em administração e contabilidade com base na escala SERVQUAL Colares, Ana Carolina Vasconcelos Ferreira, Cássia de Oliveira Capes Portal of Periodicals. Service Evaluation. SERVQUAL model. Management Sciences. Evaluation of the use of the Capes Portal of journals from the perspective of research users in administration and accounting based on the SERVQUAL scale. Portal Capes de Periódicos. Evaluación de servicios. Modelo SERVQUAL. Ciencias de la gestión. Evaluación del uso del Portal Capes de Periodicos en la percepción de usuarios en administración y contabilidad basado en la escala de SERVQUAL. Portal Capes de Periódicos. Avaliação do Serviço. Modelo SERVQUAL. Ciências Gerenciais. Avaliação da utilização do Portal Capes de periódicos na ótica dos usuários pesquisadores em administração e contabilidade com base na escala SERVQUAL. Purpose: The objective of this research is to evaluate the use of the Capes Portal of Periodicals from the perspective of research users in administration and accounting, and to investigate the relationship between user satisfaction with the five dimensions of the SERVQUAL model of service evaluation. Methodology: The scale was answered by 162 researchers in the areas of accounting and administration, who were contacted via e-mail available in the publications of Qualis A2 and B1 journals in 2017. A multiple regression analysis model was used, having the level of satisfaction (ST) as a dependent variable of the model, and as independent variables, reliability (FC), responsiveness (PR), safety (SG), empathy (EP) and tangible aspects (TG), measured through the SERVQUAL scale used. The model was tested and validated for the problems of multicollinearity (Inflation Variance Test - VIF), heteroscedasticity (Breush Pagan) and functional form (Ramsey Reset). Results: The predominant profile of researchers in accounting and administration are professors with doctorates in public universities, who use the portal of journals with high frequency, although they are not entirely satisfied with the service. A significant positive relationship was found between service satisfaction and the variables of tangibility, trust, security and empathy. Responsiveness was not found to be a significant variable. Contributions of the study: It was observed that the referred platform has many advantages, but some characteristics still leave something to be desired, shown, for example, from the assessment of the tangibility that is directly related to the interface. And also the responsiveness, which is the dimension that assesses the receptivity and feedback of the entity that operates the portal, negatively impacting satisfaction, which can be explained by the lack of contact or relationship between the user and the team responsible for operations on the Capes Portal. Objetivo: El objetivo de esta investigación es evaluar el uso del Portal Capes de Periódicos desde la perspectiva de los usuarios de investigación en administración y contabilidad, e investigar la relación entre la satisfacción del usuario con las cinco dimensiones del modelo de evaluación de servicios SERVQUAL. Metodología: 162 investigadores respondieron a la escala en las áreas de contabilidad y administración, a quienes se contactó por correo electrónico disponible en las publicaciones de las revistas Qualis A2 y B1 en 2017. Se utilizó un modelo de análisis de regresión múltiple, teniendo el nivel de satisfacción (ST) como variable dependiente del modelo, y como variables independientes, confiabilidad (FC), capacidad de respuesta (PR), seguridad (SG), empatía (EP) y aspectos tangibles (TG), medidos a través de la escala SERVQUAL utilizada. El modelo fue probado y validado para los problemas de multicolinealidad (Prueba de variación de la inflación - VIF), heterocedasticidad (Breush Pagan) y forma funcional (Ramsey Reset). Resultados: El perfil predominante de los investigadores en contabilidad y administración son los profesores con doctorado en universidades públicas, que utilizan el portal de revistas con alta frecuencia, aunque no están completamente satisfechos con el servicio. Se encontró una relación positiva significativa entre la satisfacción del servicio y las variables de tangibilidad, confianza, seguridad y empatía. No se encontró que la capacidad de respuesta fuera una variable significativa. Contribuciones del estudio: se observó que la plataforma referida tiene muchas ventajas, pero todavía se deben desear algunas características, que se muestran, por ejemplo, a partir de la evaluación de la tangibilidad que está directamente relacionada con la interfaz. Y también la capacidad de respuesta, que es la dimensión que evalúa la receptividad y la retroalimentación de la entidad que opera el portal, impactando negativamente en la satisfacción, lo que puede explicarse por la falta de contacto o relación entre el usuario y el equipo responsable de las operaciones en el Portal Capes. Objetivo: O objetivo desta pesquisa é avaliar a utilização do Portal Capes de Periódicos na ótica dos usuários pesquisadores em administração e contabilidade, e investigar a relação entre a satisfação do usuário com as cinco dimensões do modelo SERVQUAL de avaliação de serviços. Metodologia: A escala foi respondida por 162 pesquisadores das áreas de contabilidade e administração, os quais foram contactados através de e-mail disponível nas publicações de periódicos Qualis A2 e B1 no ano de 2017. Foi utilizado um modelo análise de regressão múltipla tendo o nível de satisfação (ST) como variável dependente do modelo, e como variáveis independentes a confiabilidade (CF), responsividade (RP), segurança (SG), empatia (EP) e os aspectos tangíveis (TG), mensurados através da escala SERVQUAL utilizada. O modelo foi testado e validado quanto aos problemas de multicolinearidade (Teste Variância da Inflação – VIF), heterocedasticidade (Breush Pagan) e forma funcional (Ramsey Reset). Resultados: O perfil predominante dos pesquisadores em contabilidade e administração são professores com doutorado em universidades públicas, que utilizam o portal de periódicos com alta frequência, embora não estejam totalmente satisfeitos com o serviço. Constatou-se uma relação positiva significativa entre a satisfação do serviço e as variáveis de tangibilidade, confiança, segurança e empatia. A responsividade não foi constatada como variável significativa. Contribuições do estudo: Observou-se que a referida plataforma tem muitas vantagens, mas algumas características ainda deixam a desejar, mostrado, por exemplo, a partir da avaliação da tangibilidade que está diretamente relacionada à interface. E, também a responsividade que é a dimensão que avalia a receptividade e feedback da entidade que opera o portal, impactando negativamente na satisfação, o que pode ser explicado pela ausência de contato ou relação entre o usuário e a equipe responsável pelas operações no Portal Capes. Portal de Periódicos Eletrônicos da UFRN 2022-01-06 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://periodicos.ufrn.br/ambiente/article/view/27716 REVISTA AMBIENTE CONTÁBIL - Universidade Federal do Rio Grande do Norte; Vol. 14 No. 1 (2022): Jan./Jun. REVISTA AMBIENTE CONTÁBIL - Universidade Federal do Rio Grande do Norte; Vol. 14 Núm. 1 (2022): Jan./Jun. REVISTA AMBIENTE CONTÁBIL - Universidade Federal do Rio Grande do Norte - ISSN 2176-9036; v. 14 n. 1 (2022): Jan./Jun. 2176-9036 10.21680/2176-9036.2022v14n1 eng https://periodicos.ufrn.br/ambiente/article/view/27716/15309 Copyright (c) 2022 REVISTA AMBIENTE CONTÁBIL - Universidade Federal do Rio Grande do Norte - ISSN 2176-9036 http://creativecommons.org/licenses/by-nc-sa/4.0

Registros relacionados