O risco percebido na decisão da compra numa loja online e numa loja tradicional: uma investigação empírica sobre os riscos percebidos e as estratégias de redução do risco percebido

A dissertação consiste no estudo do risco percebido na decisão de compra numa loja online e numa loja tradicional: uma investigação empírica sobre os riscos percebidos e as estratégias de redução do risco percebido. Pretende-se com este averiguar diante de uma situação de compra online, se os riscos percebidos tendem a ser mais evidentes. Como tal, efectuou-se uma investigação qualitativa, onde foram realizados três focus groups compostos por dezoito indivíduos escolhidos, de acordo com algumas características homogéneas, previamente definidas, a fim de se conseguir um debate activo. Em suma, após realizada a análise de conteúdo dos debates constatou-se que existem poucas semelhanças entre os dois ambientes de compra estudados. Os participantes dos debates demonstraram que preferem utilizar o meio tradicional em detrimento do online, isto porque dizem que as lojas online são um meio de compra relativamente novo e incerto, onde percepcionam grandes riscos, o “Financeiro” e o de “Desempenho”. Com o intuito de se salvaguardarem, quando optam por este meio de compra, utilizam as estratégias “Comprar numa loja conceituada” e “Comprar uma marca conhecida”, de forma a reduzirem o risco percebido.

Avaliação da qualidade dos serviços online. Proposta de um método a aplicar ao setor bancário português

O número de utilizadores do serviço de Internet Banking tem vindo a crescer em Portugal. A qualidade na prestação de serviços é um fator muito importante para a sobrevivência e sucesso das empresas. Por estes motivos, os Bancos têm aumentado a sua preocupação com a qualidade da informação e dos serviços disponibilizados nos seus websites. Níveis elevados de qualidade garantem resultados positivos, diferenciação entre as Instituições Bancárias, satisfação e fidelização dos clientes. A presente dissertação propõe-se desenvolver uma metodologia para avaliar a qualidade do serviço de E-banking de um qualquer tipo de Banco, integrando o modelo SERVQUAL, o modelo de Kano e o método Quality Function Deployment (QFD), num único modelo. O principal objetivo foi apresentar um modelo de integração que contribuísse para um melhor entendimento da “voz do cliente” e para uma melhoria das performances dos Bancos. Para ajudar a desenvolver o modelo integrado, foi realizada uma revisão da literatura sobre os principais conceitos deste tema e uma análise crítica dos estudos já elaborados sobre esta temática. A metodologia aqui proposta sugere uma alteração na ordem de aplicação dos modelos SERVQUAL e Kano. Propõe aplicar, em primeiro lugar, o modelo de Kano, em vez do SERVQUAL, para identificar as expectativas dos clientes. Depois, propõe avaliar as perceções dos clientes através do SERVQUAL mas, com modificações na sua estrutura básica. Por fim, a construção da “Casa da Qualidade” é determinante para saber quais os aspetos que devem ser melhorados no serviço de Internet Banking.

Impact of an evidence-based online module on best practice in physical therapy for children with developmental coordination disorder: a mixed methods study

Aims : This study evaluates the impact of a Developmental Coordination Disorder (DCD) evidence-based online module including synthesized resources, practical strategies, and interactive component on self-reported physical therapist (PT) knowledge, skills, and practice. Methods : PTs from across Canada completed questionnaires before, immediately after, and 2 months following completion of the module. Questionnaires used 7-point Likert scale items and short open-ended questions; analyzes used paired t-tests and a thematic approach. Results : Fifty PTs completed both pre- and post-questionnaires; 41 of these completed the follow-up questionnaire. Most items (79%) evaluating self-reported knowledge and skills increased significantly following module completion and this increase was maintained two months later. Most participants (92%) reported an increase in their confidence to provide DCD evidence-based services. Participants plan to modify their evaluative practices (e.g., involving children in goal setting) and their management of DCD (e.g., using best practice principles, providing resources to families and physicians). At the 2- month follow-up, 46% of participants had returned to the module to review information (e.g., video, resources) or to download handouts. Conclusion : An online module developed collaboratively with PTs has the potential not only to increase PTs’ knowledge, but also to support them in implementing evidence-based services for children with DCD.

Working with physical therapists to develop and evaluate an evidence-based online module for Developmental Coordination Disorder (DCD): bridging the knowledge-to-practice gap

Aims: Developmental Coordination Disorder (DCD) is a chronic condition with potential negative health consequences. Clinicians working with children with DCD need access to tailored, synthesized, evidence-based DCD information; however a knowledge-to-practice gap exists. The aim of this study was to develop and evaluate an evidence-based online DCD module tailored to physical therapists’ (PTs) identified needs. Methods: Guided by the Knowledge to Action framework, we interviewed PTs working with children with DCD (n=9) to identify their information needs. Their recommendations, along with synthesized DCD research evidence, informed module development. PTs (n=50) responded to scaled items and open-ended questions to evaluate module usefulness. Results: The module incorporated important PT DCD content areas including: 1) Identification; 2) Planning Interventions and Goals; 3) Evidence-Based Practice; 4) Management; and, 5) Resources. Case scenarios, clinical applications, interactive media, links to resources, and interactive learning opportunities were also embedded. PTs perceived the module to be comprehensive and useful and provided feedback to improve module navigation. Conclusions: Involving end-users throughout the development and evaluation of an online PT DCD module contributed to its relevance, applicability, and utility. The ongoing clinical use of this module may have the potential to improve the quality of PT DCD services.

Guest reputation indexes to analyze hotel’s online reputation using data extracted from OTAs

Nowadays many travelers use online travel agency (OTAs) to book flights, hotel rooms, rent-a-cars, cruises or entire vacation packages. Usually OTAs allow their users to give scores and to write reviews about what was used. Each OTA defines the terms and conditions for guest rating or review score and hoteliers are giving increasing importance to the scores and reviews their guests do in OTAs. This paper proposes two guest reputation index to help hoteliers to monitorize their presence in OTAs. The Aggregated Guest Reputation Index (AGRI), which shows the positioning of a hotel in different OTAs and it is calculated from the scores obtained by the hotels in those OTAs. Another one, the Semantic Guest Reputation Index (SGRI), which incorporates the social reputation of a hotel and that can be visualized through the development of word clouds or tag clouds. Examples of usage of these indexes are given with data extracted from 5-stars hotels in the Algarve, south region of Portugal, that are available on Booking and Expedia.

A criação de uma empresa: reserva online - agência de marketing digital

Dissertação de Mestrado, Marketing, Faculdade de Economia, Universidade do Algarve, 2015

Personalisiertes Lernen in der Bibliothek: das Düsseldorfer Online-Tutorial (DOT) Informationskompetenz

Die Autoren beschreiben das von ihnen entwickelte Lerninformationssystem zur Informationskompetenz. Der Artikel behandelt den Aufbau und die Perspektiven des Systems.

Die Nutzung des Gefällt mir-Buttons auf Organisationsprofilen : eine quantitative Studie zur Erfassung der Nutzungsmotive und des Verlaufs von Gefällt mir-Verknüpfungen zwischen Usern und Organisationen im Online-Netzwerk Facebook

Die Nutzung des Like-Buttons wurde bisher nur oberflächlich und vor allem auf den US-Raum begrenzt erforscht. Dabei lag der Fokus ausschließlich auf wirtschaftlich orientierten Unternehmen und dem monetären Wert, den ein Fan für dieses hat. In der vorliegenden Untersuchung wird eine erweiterte Perspektive gewählt. Aus Sicht deutschsprachiger Nutzer wird erforscht, welche Motive und Bedürfnisse eine Person dazu veranlassen, sich freiwillig per Gefällt-mir zu verknüpfen. Hierzu wird der Uses and Gratifications-Ansatz herangezogen. Es stehen nicht Unternehmen, sondern generell alle Formen von Organisationen im Fokus. Gleichzeitig wird untersucht, wie diese Beziehungen verlaufen: Welche Erwartungen stellen Fans? Welche Handlungen nehmen sie wie häufig vor und welchen Effekt hat eine Fanbeziehung auf die Einstellung eines Nutzers gegenüber einer Organisation? Die Motive hinter der Nutzung des Gefällt mir-Buttons sind umfangreicher, als es bisherige Forschung vermuten ließ. Fans wollen informiert werden, sie wollen ihr Gefallen schnell und einfach bekunden und sich durch die Verknüpfung selbst darstellen. Weniger wichtig, aber dennoch von Relevanz sind die Motive der Partizipation und Unterstützung, der Empfehlung, der Vorteilssuche, der Unterhaltung sowie der Netzwerkerweiterung und Gruppenzugehörigkeit. Die Verwendung des Like-Buttons dient somit der Befriedigung einer ganzen Reihe von Nutzungsbedürfnissen. Der Verlauf der Beziehungen zwischen Organisationen und Usern ist eher von Passivität geprägt. Fans wollen zwar informiert werden und stellen konkrete Ansprüche an die Art und Form von Organisationsmeldungen, sie wollen aber nur selten wirklich direkt mit einem Unternehmen, einem Verein o.ä. interagieren. Langweilen die Meldungen einer Organisation, werden zu viele oder nicht relevante Informationen an die Fans weitergeben, zögern diese nicht, eine Verknüpfung zu beenden. Ein Effekt der Fanschaft auf die Einstellung von Nutzern gegenüber der jeweiligen Organisation konnte nur bedingt festgestellt werden. Letztere zieht einen Gewinn nicht aus einer erhöhten Ausgabebereitschaft seiner Fans, sondern aus deren stärkerer Aufmerksamkeit gegenüber Organisationsmeldungen.

Avaliação online das aprendizagens com propósitos formativos : nota positiva?

Trabalho de projeto de mestrado, Tecnologias e Metodologias em E-Learning, Universidade de Lisboa, Instituto de Educação, Faculdade de Ciências, 2013

O ensino online nas instituições de ensino superior privado. As perspetivas : docente e discente e as implicações na tomada de decisão institucional

Tese de doutoramento, Educação (Tecnologias da Informação e Comunicação na Educação), Universidade de Lisboa, Instituto de Educação, 2014

Hybrid authentication systems: towards robust user authentication on wireless and mobile devices using biometric technologies

Adequate user authentication is a persistent problem, particularly with mobile devices, which tend to be highly personal and at the fringes of an organisation's influence. Yet these devices are being used increasingly in various business settings, where they pose a risk to security and privacy, not only from sensitive information they may contain, but also from the means they typically offer to access such information over wireless networks. User authentication is the first line of defence for a mobile device that falls into the hands of an unauthorised user. However, motivating users to enable simple password mechanisms and periodically update their authentication information is difficult at best. This paper examines some of the issues relating to the use of biometrics as a viable method of authentication on mobile wireless devices. It is also a critical analysis of some of the techniques currently employed and where appropriate, suggests novel hybrid ways in which they could be improved or modified. Both biometric technology and wireless setting based constraints that determine the feasibility and the performance of the authentication feature are specified. Some well known biometric technologies are briefly reviewed and their feasibility for wireless and mobile use is reviewed. Furthermore, a number of quantitative and qualitative parameters for evaluation are also presented. Biometric technologies are continuously advancing toward commercial implementation in wireless devices. When carefully designed and implemented, the advantage of biometric authentication arises mainly from increased convenience and coexistent improved security.

Protecting children from sex offenders online: when strangers become 'virtual friends'

This article describes findings from research funded by the Metropolitan Police and Crimestoppers which aimed to explore children's online experiences. A non-random, stratified sample of 200 London school children aged 10- 13 participated in focus groups. Preliminary findings are also presented from unpublished ongoing PhD research, which seeks to explore sex offender behaviour online and the policing of the internet (Martellozzo, 2005 ongoing). The findings are discussed in the context of sex offender's use of the internet. This research indicates that children do have some basic knowledge about 'stranger danger' but are not necessarily applying these lessons to cyberspace. The children in this study had sufficient awareness to not give personal details to strangers on the internet, and would not arrange to meet them. However, they made a distinction between 'strangers' and 'virtual friends' and this is an important point. Preliminary findings also highlight the difficulty of policing the internet and serve to illustrate the manner in which the Sexual Offences Act 2003 is applied to internet sexual offending in practice.

Effects of Social Media Platform Preference: a Country Comparison of Online University Reputations

Managing an online reputation is critical to higher education. Universities cannot afford to lose enrolment numbers by neglecting to monitor, control, promote and enhance their online presence. It is critical that universities measure their social media reputation scores and presence on the web, as well as those of their competitors. Universities need to continuously review their social engagement strategy and online reputation to ensure they maximize all opportunities to maintain, and improve student enrolment and retention. Universities have embraced social media to enhance their brand reputation. This study examines the use of social media and its effects from a global perspective. It analysed 90 universities in three geographical areas to assess the impact and level of online social media, especially as it relates to “university brand reputation.” Results of the study indicated there was a wide variation among the three geographical regions, and within countries in the three geographical regions. Use of social media communication tools such as Twitter and Google+ by active users also varied widely depending upon country and region.

Supporting Completion of an Online Continuing Professional Development Programme For Newly Qualified Practitioners: a Qualitative Evaluation

Background: Development programmes to support newly qualified practitioners gain confidence in their first professional role often show varied levels of engagement, due to competing priorities and demands. In Scotland, the Flying Start NHS® programme uses a structured programme of online and work-based learning with associated mentoring, to support individuals through an often difficult transition to become capable, confident practitioners. . Whilst the programme was generally well received, the factors leading to widely varying completion rates between professions and organisations were not well understood. Aim: to identify the factors leading to successful completion of Flying Start, a transition programme for newly qualified practitioners. Method: A qualitative approach was adopted to gather data from two groups of participants. Semi-structured telephone interviews were conducted with strategic and management level participants (n=23), from five health boards in Scotland. Semi-structured interviews (n=22) and focus groups (n=11) were conducted with practitioners within 6 months either side of completing the programme. The interviews were transcribed and analysed using framework analysis. Results: Four key themes related to successful completion emerged from the analysis: organisational support; the format of the programme; understanding completion; motivation and incentives to complete. Factors leading to successful completion were identified at programme, organisational and individual level. These included clear communication and signposting, up-to-date and relevant content, links with continuing professional development frameworks, effective leadership, mentor and peer support, setting clear standards for assessment, and facilitating appropriate IT access. Conclusions: A strong strategic commitment to embedding a development programme for newly qualified practitioners can ensure the necessary support is available to encourage timely completion. The mentor’s role - to provide face-to-face support - is identified as a key factor in completion and is achieved through setting attainable targets, monitoring progress, and providing motivation. However organisational structures that facilitate the mentoring relationship are also necessary.