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Advisor(s)
Abstract(s)
Esta investigação teve como objetivo analisar as perceções das Instituições Particulares de Solidariedade Social de Aveiro, Guarda e Viseu da Cooperação Organizacional e do Desempenho da Qualidade dos serviços dos Centros Distritais do ISS, I.P., sediados naqueles distritos. Através desta análise, pretendemos verificar se poderia ser estabelecida uma correlação entre as perceções da Cooperação Organizacional e do Desempenho da Qualidade dos serviços dos Centros Distritais do ISS, I.P., nos três distritos. Elaborámos um modelo concetual baseado na Lei e em constructos teóricos, que estabelece a relação entre as dimensões da Cooperação Organizacional e do Desempenho da Qualidade. A presente investigação é um estudo de caso exploratório, tendo sido utilizado o método qualitativo e quantitativo. O questionário online foi construído especificamente para a investigação e foi baseado nos constructos teóricos da cooperação, legislação específica e modelo ServPerf. O questionário foi disponibilizado a todas as 938 Instituições Particulares de Solidariedade Social de Aveiro, Guarda e Viseu, tendo sido obtidas 272 respostas. Para obtermos uma melhor qualidade de ajustamento, suportado pelos dados que recolhemos e de acordo com as análises de confiabilidade interna e análise fatorial foi necessário efetuarmos alguns ajustamentos. Com a reformulação do modelo concetual obtivemos melhor ajustamento das dimensões da Cooperação Organizacional e do Desempenho da Qualidade. Das sete hipóteses formuladas foi possível confirmar uma e quatro parcialmente, por apenas alguns indicadores da dimensão Cooperação Organizacional apresentarem correlação estatisticamente positiva com os indicadores da dimensão Desempenho da Qualidade. A investigação, pioneira nesta área, permitiu concluir que perceções positivas de algumas práticas de Cooperação Organizacional estão correlacionadas com perceções positivas do Desempenho da Qualidade dos serviços dos Centros Distritais do ISS, I.P de Aveiro, Guarda e Viseu pelas Instituições Particulares de Solidariedade Social localizadas naqueles distritos.
This investigation had aimed to analyze Social Solidarity Private Institution’s perceptions in Aveiro, Guarda and Viseu on Organizational Cooperation and Quality Performance in District Centers of ISS, I.P., seated in those districts. Through this analysis, we intend to verify if a correlation could be establish between Organizational Cooperation perceptions and Quality Performance perceptions on ISS, I.P District Centers services, in those three districts. We elaborated a conceptual model based on the Law and theoretical constructs, which establishes the relationship between Organizational Cooperation and Quality Performance dimensions. The present investigation is an exploratory case study, using the qualitative and quantitative method. The online questionnaire made specifically for this investigation was based on theoretical cooperation constructs, specific legislation and ServPerf model. The questionnaire was available to all 938 Social Solidarity Private Institutions on Aveiro, Guarda and Viseu, 272 responses were obtained. In order to obtain a better adjustment quality, supported by the data we collected and according to the internal reliability analysis and factor analysis, it was necessary to make some adjustments. With the reformulation of the conceptual model, we obtained a better adjustment in Organizational Cooperation and Quality Performance dimensions. Of the seven hypotheses formulated was possible to confirm one and four partially, because only some Organizational Cooperation dimension indicators show positive correlation statistically with Quality Performance dimension indicators. The pioneering research in this area allowed us to conclude that some positive Organizational Cooperation practices perceptions are correlated with Quality Performance services perceptions of ISS, IP District Centers on Aveiro, Guarda and Viseu by the Private Social Solidarity Institutions located in those districts.
This investigation had aimed to analyze Social Solidarity Private Institution’s perceptions in Aveiro, Guarda and Viseu on Organizational Cooperation and Quality Performance in District Centers of ISS, I.P., seated in those districts. Through this analysis, we intend to verify if a correlation could be establish between Organizational Cooperation perceptions and Quality Performance perceptions on ISS, I.P District Centers services, in those three districts. We elaborated a conceptual model based on the Law and theoretical constructs, which establishes the relationship between Organizational Cooperation and Quality Performance dimensions. The present investigation is an exploratory case study, using the qualitative and quantitative method. The online questionnaire made specifically for this investigation was based on theoretical cooperation constructs, specific legislation and ServPerf model. The questionnaire was available to all 938 Social Solidarity Private Institutions on Aveiro, Guarda and Viseu, 272 responses were obtained. In order to obtain a better adjustment quality, supported by the data we collected and according to the internal reliability analysis and factor analysis, it was necessary to make some adjustments. With the reformulation of the conceptual model, we obtained a better adjustment in Organizational Cooperation and Quality Performance dimensions. Of the seven hypotheses formulated was possible to confirm one and four partially, because only some Organizational Cooperation dimension indicators show positive correlation statistically with Quality Performance dimension indicators. The pioneering research in this area allowed us to conclude that some positive Organizational Cooperation practices perceptions are correlated with Quality Performance services perceptions of ISS, IP District Centers on Aveiro, Guarda and Viseu by the Private Social Solidarity Institutions located in those districts.
Description
Keywords
IPSS Segurança Social Administração Pública Cooperação organizacional Desempenho da qualidade ServPerf Social Security Public Administration Cooperation practices Quality performance SerPerf