Avaliação da Qualidade do Transporte Colectivo Urbano, na Cidade da Praia, e a Satisfação dos Utentes

A qualidade nas organizações de serviço tem-se tornado num tópico de muita importância, sendo reconhecida como uma variável estratégica para aumentar a sua eficácia e eficiência, ganhar vantagem competitiva e conduzir à satisfação dos seus clientes. Promover uma escala apropriada, que reflicta convenientemente as percepções e as expectativas dos clientes, deve ser uma preocupação tanto dos gestores de empresas como das agências governativas. O presente estudo empírico desenvolve e analisa uma escala de medição da qualidade de serviço, através da aplicação do modelo SERVQUAL, desenvolvido por Parasuraman et al. (1985, 1988, 1991), e adaptado para o serviço de transporte colectivo urbano de passageiros (TCUP). O procedimento levado a efeito na presente investigação apresenta 4 fases e 9 etapas, com a combinação do paradigma de Churchill (1979) e entrevistas focus group. A escala final SERVQUAL adaptada, com 23 itens, e as dimensões obtidas indicam que a mesma é altamente fiável (0,891) e válida, demonstrando assim que o procedimento seguido é aplicável e que os seus itens foram desenhados de acordo com as condições do sector. A pesquisa exploratória foi conduzida em Cabo Verde, na cidade da Praia, em Setembro de 2008, com 230 utentes regulares do serviço de TCUP. Os dados confirmam a existência de gaps, encontrando-se a maioria dos inquiridos (67%) insatisfeita com esse serviço. A análise factorial confirmou a existência de cinco dimensões, que determinam a qualidade de serviço no TCUP, na Praia, pela seguinte ordem de importância: “aparência física dos veículos/conforto”, “atenção personalizada/desempenho dos colaboradores”, “empatia”, “conveniência do serviço”, e, por último, “equipamento tangível”. Service quality has become a topic of great importance and it is recognized as a strategic variable to increase its efficiency and effectiveness in getting competitive advantage and leading to customer satisfaction. To seek a proper scale that can reflect perceptions and customers’ expectations accurately should be a concern for business managers as well as government agencies. Present empirical study develops and analyzes a measurement scale of quality service, through the application of SERVQUAL model developed by Parasuraman et al. (1985, 1988, 1991) and adapted for the urban passenger transportation. The procedure followed in present research indicates four phases and nine steps in connection to Churchill paradigm (1979) and focus group interview. The adapted final SERVQUAL scale, with 23 items, and the dimensions obtained indicated that it is highly reliable (0.891) and valid, showing this way that the procedure followed is applicable and their items were drawn according to the sector conditions. This exploratory research was performed in Cape Verde, at Praia in September 2008 with 230 regular’s users of bus service. The data confirms the existence of gaps and that the majority of the inquired are not pleased (67%) with their bus service. The factorial analysis confirms the existence of five dimensions, which determines the service quality in the bus service at Praia according to the following order of importance : “physical appearance of the bus/confort”, “personalized attention/results from the collaborators”, “empathy”, “service convenience” and lastly “tangible equipment”.

Consumer Satisfaction with Websites of Banks - The Moderating Effect of Consumer Technology Attractiveness

The websites are becoming the firms’ first contact interface with their clients. Hence, understanding customers’ online attitudes and behaviors have been capturing increased research attention. The extant research has pointed customers’ satisfaction with the websites as the main reason for customers’ online behaviors. This research has used mostly variables related to the characteristics of the websites as the predictors of customers’ website satisfaction. However, recent research shows that groups of individuals displaying distinctive characteristics react differently to the same context. Therefore, behavior may be considerably different among groups of customers. In this study, we develop a conceptual model of the influence of individual characteristics on the traditional website quality – website satisfaction relationship. We propose a model based on the construct of consumer technology attractiveness (CTA) to represent the genuine positive propensity of individuals toward technology. We further test the moderating effect of this construct on the commonly used predictors of customer’s website satisfaction using Hierarchical Multiple Regression. The empirical study was based on websites of banks operating in Portuguese market. The commercial banking industry is one of the Portuguese industries that better uses the Internet to establish relationships with clients. Data were collected through an online website satisfaction survey, participated by the lecturers and postgraduate students from four Portuguese Universities and Polytechnic Institutes. Our final sample comprised 276 valid questionnaires. Our study permits to conclude that the most commonly used antecedents of website overall satisfaction are still relevant for analyzing consumer’s satisfaction with the banks websites. We also conclude that CTA has a significant moderating effect on almost all customers’ website satisfaction variables used in the study. This study contributes to highlight the theoretical importance and significant influence of consumers’ personal characteristics on their online behavior. Moreover, for the practitioners, a better understanding of these individual characteristics will assist them in developing customized websites that will meet customers’ expectations. O estudo dos comportamentos dos consumidores em ambientes online tem vindo a ter um crescente interesse, uma vez que os websites estão a transformar-se num importante ponto de contacto entre as empresas e os seus clientes. A satisfação dos clientes com os websites tem sido apontada pela Literatura como o principal condicionante dos comportamentos online dos consumidores. No entanto, a investigação científica tem conseguido provar que grupos de indivíduos com características distintas reagem de forma diferente quando submetidos a contextos idênticos, o que poderá levar a diferenças significativas no comportamento online de consumidores pertencentes a diferentes grupos. Neste estudo desenvolvemos um modelo conceptual que reflecte a influência de características individuais na relação entre a qualidade e a satisfação com os websites. Propomos um modelo assente na atractividade tecnológica do consumidor (CTA), que representa a propensão genuína que os indivíduos possuem em relação à tecnologia. Testamos o efeito moderador deste conceito sobre as variáveis mais utilizadas nos estudos sobre a satisfação dos consumidores com os websites, utilizando a Regressão Múltipla Hierárquica. O estudo empírico baseou-se nos websites dos bancos que operam no mercado português, uma vez que este sector é um dos que melhor utiliza a Internet na sua relação com os clientes. Os dados foram recolhidos através de um questionário sobre satisfação com os websites, colocado online e dirigido a docentes e estudantes de programas de pós-graduações, mestrados e doutoramentos de quatro universidades e instituto politécnico portugueses, tendo resultado numa amostra final de 276 questionários validados estatisticamente. Este estudo permitiu concluir que as variáveis que são mais utilizadas como antecedentes da satisfação dos consumidores com os websites, continuam a ser igualmente válidas para a análise dos websites dos bancos. Também concluímos que a CTA tem efeitos moderadores significativos na grande maioria das variáveis utilizadas neste estudo. Assim, conseguimos realçar a importância teórica das características pessoais dos consumidores no seu comportamento online. Para os gestores, uma melhor compreensão destas características individuais permitir-lhes-á desenvolver websites customizados que irão satisfazer as expectativas dos seus clientes.

O ensino e a prática da contabilidade, orientado para o desenvolvimento de competências científicas, tecnológicas e relacionais

A dissertação que ora apresentamos visa a obtenção do grau de mestre no MBA - Gestão de Empresas, pelo ISCTE Business School, Departamento de Gestão. Intitulado o ensino e prática da Contabilidade, orientado para o desenvolvimento de competências científicas, tecnológicas e relacionais, este estudo foi desenvolvido para tentarmos perceber até que ponto o ensino da contabilidade, no instituto eleito para o efeito, corresponde às expectativas da profissão, atendendo às competências que o mercado, inserido num mundo global em constantes mutações, determina como fundamentais para o sucesso da carreira contabilística. Com novas necessidades em competências, na prática contabilística, resultantes da utilização das TICs, presentes em qualquer ramo da esfera humana, tentámos perceber se o currículo do Curso de Contabilidade, do instituto, está projectado para conferir, aos diplomados, competências do saber-saber, saber-fazer, e saber-ser, em conformidade com tais necessidades ou, pelo contrário, baseia-se numa perspectiva tradicional assente numa pedagogia por objectivos, encontrando-se desactualizado. Tratou-se de um estudo de caso, numa investigação qualitativa holística, que permitiu desenvolver compreensões a partir das evidências reunidas, das representações dos sujeitos sobre quem recaem os resultados da investigação, que estabelecem uma relação indirecta com os mesmos resultados. Dos resultados obtidos, percebemos que o currículo do Curso de Contabilidade não se adequa a um currículo baseado em competências, sendo inadequado à realidade contabilística actual, local e global. As conclusões chegadas permitem-nos defender uma revisão curricular do curso para adequá-lo às competências necessárias à garantia duma profissão de contabilista de sucesso. Como contributo, propomos um plano de estudos alternativo. The present dissertation aims at obtaining the master degree in MBA - Management, ISCTE Business School, Department of Management. Titled the teaching and practice of accounting, aimed at developing scientific, technology and relations competencies, this study was designed trying to realize the extent to which accounting education, at the institute elected for that, has met the expectations of the profession given the skills that the market, housed in a global world in constant change, establishes as fundamental to successful accounting career. With new skills needs in accounting practice, resulting from the use of ICT, present in any branch of the human sphere, we tried to see if the accounting course curriculum, of the institute, is designed to give graduates the skills of knowing how to know, knowing how to do and how to be or, conversely, is based on a traditional perspective based on a pedagogy by objectives, and is outdated. It was a case study, a holistic qualitative research, which allowed us to develop insights from the evidence gathered, the representations of the subjects on whom fall the results of research, establishing an indirect link with the same results. From our results, we find that the accounting course curriculum is not appropriate for a curriculum based on skills, and unsuited to current accounting practice, locally and globally. The conclusions reached allow us to defend a curriculum review of the course to suit the skills necessary to ensure a successful accountancy profession. As a contribution, we propose an alternative curriculum.

Una escola municipal de música per al Prat de Llobregat : anàlisi del seu valor públic

Aquest estudi es proposa analitzar el valor públic del projecte d’Escola Municipal de Música del Prat de Llobregat. A aquest efecte, s’enfoca la mesura del valor públic des de múltiples perspectives d’acord amb els treballs de diversos autors. Després d’observar el procés de concreció del projecte i interpretar les característiques i previsions del servei, podem concloure que es tracta, d’entrada, d’un projecte amb valor públic i que el procés seguit n’ha afegit més. D’altra banda, també constatem que hi ha certs aspectes als quals caldrà estar atents durant el seu desplegament.

Gender and attachment representations in the preschool years: comparisons between five countries

Bowlby proposed that the individual's social experiences, as early as in infancy, contribute to the construction of Internal Working Models (IWMs) of attachment, which will later guide the individual's expectations and behaviors in close relationships all along his or her life. The qualitative, individual characteristics of these models reflect the specificity of the individual's early experiences with attachment figures. The attachment literature globally shows that the qualities of IWMs are neither gender specific nor cultural specific. Procedures to evaluate IWMs in adulthood have been well established, based on narrative accounts of childhood experiences. Narrative procedures at earlier ages (e.g., in the preschool years) have been proposed, such as Bretherton's Attachment Story Completion Task (ASCT), to evaluate attachment representations. More than 500 ASCT narratives of preschoolers, coming from five different countries, have been collected, in the perspective of examining possible interactions between gender and culture regarding attachment representations. A specific Q-Sort coding procedure (CCH) has been used to evaluate several dimensions of the narratives. Girls' narratives appeared as systematically more secure than those of same-age boys, whatever their culture. The magnitude of gender differences, however, varied between countries. Taylor's model of gender-specific responses to stress and Harwood's and Posada's hypothesis on inter-cultural differences regarding caregiving are evoked to understand the differences across gender and countries.

Expérimentation et clinique électroencéphalographiques entre physiologie, neurologie et psychiatrie (Suisse, 1935-1965)

The electroencephalogram (EEG), invented by the German psychiatrist Hans Berger in 1924, reached the neurophysiological laboratories and several clinical contexts in the mid-30s. In Switzerland, some skeptical physiologists and enthusiastic psychiatrists paved the way for its integration, but it was only after the Second World War that an emerging field of epileptology became part of a process of technological and epistemological innovation which raised great expectations and produced a large body of research at the crossroads of physiology, neurology and psychiatry. An informal network was created, characterized by clinical, scientific and local institutional cultures. The EEG also made it possible to detect some clinical entities, not however without transforming them, as in the case of epilepsy. Some attempts to probe psychiatric diseases and subjects with the EEG are described as negotiated relationships between clinical observations, subjective manifestations or symptoms and inscriptions of a spontaneous or elicited electrical brain activity. These attempts shape a clinical and experimental cerebral subject, which is analyzed in this article from the point of view of its technical aspects and the concrete procedures on which it depends.

A new look at atrial fibrillation: lessons learned from drugs, pacing, and ablation therapies.

Atrial fibrillation (AF) is the most common arrhythmia and among the leading causes of stroke and heart failure in Western populations. Despite the increasing size of clinical trials assessing the efficacy and safety of AF therapies, achieved outcomes have not always matched expectations. Considering that AF is a symptom of many possible underlying diseases, clinical research for this arrhythmia should take into account their respective pathophysiology. Accordingly, the definition of the study populations to be included should rely on the established as well as on the new classifications of AF and take advantage from a differentiated look at the AF-electrocardiogram and from increasingly large spectrum of biomarkers. Such an integrated approach could bring researchers and treating physicians one step closer to the ultimate vision of personalized therapy, which, in this case, means an AF therapy based on refined diagnostic elements in accordance with scientific evidence gathered from clinical trials. By applying clear-cut patient inclusion criteria, future studies will be of smaller size and thus of lower cost. In addition, the findings from such studies will be of greater predictive value at the individual patient level, allowing for pinpointed therapeutic decisions in daily practice.

Limits and possibilities experienced by nurses in the treatment of women with chronic venous ulcers

Objective To understand the experiences and expectations of nurses in the treatment of women with chronic venous ulcers. Method Phenomenological research was based on Alfred Schütz, whose statements were obtained in January, 2012, through semi-structured interviews with seven nurses. Results The nurse reveals the difficulties presented by the woman in performing self-care, the perceived limitations in the treatment anchored in motivation, and the values and beliefs of women. It showed professional frustration because venous leg ulcer recurrence, lack of inputs, interdisciplinary work and training of nursing staff. There was an expected adherence to the treatment of women, and it emphasized the need for ongoing care, supported self-care and standard practices in treatment. Conclusion That treatment of chronic venous leg ulcers constitutes a challenge that requires collective investment, involving women, professionals, managers and health institutions.

Quand faut-il opérer une fracture diaphysaire de l'humérus [When to operate humeral shaft fractures?].

Most humeral shaft fractures are amenable to nonoperative treatment. According to shoulder and elbow functions, humeral shaft malunions are well tolerated with deformities up to 30 degrees of varus, 20 degrees of anterior bowing and 15 degrees of internal rotation. Limitations to nonoperative treatment do exist. Open fractures with extensive soft-tissue lesions, penetrating open fractures with neurological or vascular impairment are best managed with immediate stabilization. However the appropriate treatment strategy has to be adapted for each patient. Patient expectations, fracture propensity for nonunion, ability to tolerate nonoperative treatment for medical or social reasons should be taken into consideration for operative indication.

PERCEPTIONS AND EXPERIENCES OF ELDERLY RESIDENTS IN A NURSING HOME

The objective of this study was to evaluate the perception of the elderly residents of a long-stay nursing home on the process of institutionalization. We interviewed 14 subjects, five women and nine men, aged between 60 and 92 years. Data collection was conducted with a semi-structured sociodemographic interview, which presented the guiding question: “Tell me about how is your life, what do you do and how did you come to live here”. From the analysis, we found topics related to feelings of abandonment, loneliness, anger, ingratitude, living with chronic pain, satisfaction of property in the nursing home, productivity and social relationship. Given the thematic analysis, it was possible to group them into three categories such as: what the elderly feel, what the elderly perceive and what the elderly desire. As a result, we need public policies that addresses to the service provided by institutions regarding elderly expectations.

Chronic Disease in the Elderly: Spirituality and Coping

This is an exploratory study using a qualitative methodology which aimed to identify and understand the role of spirituality in the management of chronic disease in the elderly. The discourse analysis revealed the following central themes: multidimensional impact of chronic diseases, coping and expectations of the elderly. Regarding coping with chronic diseases, the individual coping, social support and religiosity/spirituality/faith were analyzed. The results showed the changes brought about the diagnosis of chronic disease and its implications for the adaptation to the new way of life. The management of these changes is complex and many factors influence positively and negatively in order to deal with the new condition. The results showed that spirituality/religiosity /faith interfere positively in addressing the barriers and difficulties of life, strengthening the resilience of the patient, thus improving their quality of life.

Adesão de Cabo Verde à Organização Mundial do Comércio - Problemas, Desafios e Perspectivas

A dinâmica de desenvolvimento de Cabo Verde vem sendo uma constante, com ganhos significativos para o país, como atestam a recente adesão à Organização Mundial do Comércio, a graduação a País de Rendimento Médio e a Parceria Especial com a União Europeia. No dia 23 de Julho de 2008, Cabo Verde tornou-se no 153º Estado membro da Organização Mundial do Comércio, sendo que nesta conquista foi o primeiro país Africano e o terceiro País Menos Avançado a conseguir este importante marco via negocial. As vantagens advenientes desta adesão são muitas, sendo de destacar a maior confiança dos investidores no país ao propiciar-se a expansão do mercado e a realização de negócios num ambiente mais seguro e estável, e ainda a possibilidade de melhoria da qualidade de prestação de serviços, uma vez que tudo passou a ser norteado por padrões e regras do comércio internacional. Este trabalho foi elaborado com base em pesquisa bibliográfica e exploratória necessária à construção de um referencial teórico sobre o assunto em questão, tendo como base artigos, livros, revistas e consultas em websites. Finalizando, para avaliação, apresentamos uma componente prática com base num questionário aplicado ao tecido empresarial, com perguntas abertas e de múltipla escolha, onde os inquiridos puderam fazer a sua apreciação relativa ao processo de adesão, e às expectativas advenientes. Os resultados obtidos no final do trabalho mostraram de forma clara e inequívoca a necessidade de Cabo Verde se reorganizar, reforçar o sector privado e a competitividade das empresas, através de, designadamente: melhoria do ambiente fiscal das empresas, fomento e apoio às pequenas e médias empresas. Outrossim, há que dar seguimento as reformas no sector comercial, capacitando e formando quadros nacionais uma vez que estes desempenham um papel essencial no crescimento económico do país e permitem dar maior previsibilidade aos investidores, sendo este último um dos pilares decisivos no requisito do investimento externo. The dynamics of the development of Cape Verde is becoming a constant, with significant gains to the country, as attests the recent adhesion to the World Trade Organization, the graduation to Country of Medium Revenue, as well as the Special Partnership with the European Union. On July 23, 2008, Cape Verde became the 153rd State member of the World Trade Organization, and in this conquest it was the first African country and the third Less Advanced Country to get this mark through negotiable way. The advantages proceeding from this adhesion are many, highlighting the investors' largest trust in the country when propitiating the expansion of the market and the accomplishment of business in a safer and stable atmosphere, and still the possibility of improvement of the quality of installment of services, once everything started being guided by patterns and rules of the international trade. This work was elaborated based on bibliographical and exploratory researches necessary to the construction of the theoretical referential about the subject in question, based on articles, books, magazines and website researches. Concluding, for evaluation, we presented a practical component based on a questionnaire applied to the managerial stuff, with open and multiple choice questions, where the inquired could make his appreciation related to the adhesion process, and the proceeding expectations. The results obtained at the end of the work, showed in a clear way the need of Cape Verde to organize, to reinforce the private sector and the competitiveness of the companies, through, namely: the improvement of the fiscal atmosphere of the companies, fomentation and support of the small and medium companies. Meanwhile, it is important to continue the reforms in the commercial sector, qualifying and forming national staff once they play an essential part in the economic growth of the country and allow giving a larger previsibility to the investors, being this last one, one of the decisive pillars in the requirement of the external investment.

LSTA Five Year Plan 2003-2007, 2007

The Iowa Commission of Libraries, the State Library’s governing board, convened the Library Services Task Force in August 2000. This group consisted of 46 Iowans from across the state, including librarians from all types of libraries, library trustees, legislators, members of Iowa Regional Library system (now called Library Service Areas) and Area Education Agencies, and citizens. Their mission was to make recommendations to the Commission on positioning libraries to effectively and efficiently meet the future needs of Iowans. Needs and expectations of Iowa Library customers and funding authorities were identified and examined by the Task Force, and are reflected in its recommendations. The Commission received the Task Force recommendations in December 2000, carefully studied them, solicited input from the Iowa library community, and with a few changes, forwarded the recommendations to the Governor and the Iowa General Assembly. These recommendations are now known as Iowa Commission of Libraries priorities and serve as a blueprint for future development of the Iowa library system. A second need assessment was conducted in 2001 as part of the process to formulate the joint Library Service Area – State Library Plan of Service 2003-2005. Biennial development of this plan is mandated by the Code of Iowa. In 2001, Library Service Area and Library Development staff from the State Library chose to completely revamp this plan, and used the process outlined in the The New Planning for Results by Sandra Nelson (the Public Library Association planning model) to do so. The group conducted a strengths/weaknesses/opportunities/threat analysis of the Iowa library situation, identified needs and put them in priority order, and identified service responses. Needs identified by the Library Services Task Force were similar to those identified by the Library Service Area and Library Development staff group. These needs were further analyzed and documented by State Library staff during the development of the LSTA plan. Sources consulted are identified in the text of the LSTA plan and/or listed at the close of this document. The text of the Library Services Task Force report and the documents created during the development of the Plan of Service 2003-2005 are cited in the appendix to this document.

Motivating Students to Learn English: Intrinsic and Extrinsic Strategies to Meet the Needs of First Time Learners

Motivation is the key to learning. The present study is about the relationship between intrinsic and extrinsic motivation as they affect learning with regard to students who are learning EFL for the first time. Cape Verdean seventh grade students learning English for the first time are generally very enthusiastic about the language before they start learning it in the high school. However, that enthusiasm seems not to be maintained throughout the school year and oftentimes teachers hear them complain about the difficulties of mastering aspects of the language. It seems that for some reason their motivation is undermined. Why does that happen? Is it the students’ fault or the teacher’s? If it the teacher’s fault, which motivation strategies work best to cope with this problem: intrinsic or extrinsic? With this in mind I asked the question: What is the relationship between students’ needs, interests, goals and expectations to learn English as a foreign language and teachers’ roles as facilitators and motivators? There are many studies that have been carried out in the field of motivation, and up to now, there seems to be no consensus of which is the best. For the purposes of this paper, three main theories will be discussed that have prevailed in the field of motivational psychology: the behavioural, the cognitive and the humanistic theories. Within these theories sub-theories are discussed and their relationship is explained with intrinsic and extrinsic motivation regarding Cape Verdean students learning English for the first time.

First impressions matter: Signalling as a source of policy dynamics

We first establish that policymakers on the Bank of England's Monetary PolicyCommittee choose lower interest rates with experience. We then reject increasingconfidence in private information or learning about the structure of the macroeconomy as explanations for this shift. Instead, a model in which voters signal theirhawkishness to observers better fits the data. The motivation for signalling is consistent with wanting to control inflation expectations, but not career concerns orpleasing colleagues. There is also no evidence of capture by industry. The papersuggests that policy-motivated reputation building may be important for explainingdynamics in experts' policy choices.