masterThesis
A satisfação e a intenção de continuidade de uso em servços de e-learning:validação empírica de um modelo aplicado no serviço público
Fecha
2013-03-21Registro en:
PEREIRA, Fernando Antônio de Melo. A satisfação e a intenção de continuidade de uso em servços de e-learning:validação empírica de um modelo aplicado no serviço público. 2013. 165 f. Dissertação (Mestrado em Políticas e Gestão Públicas; Gestão Organizacional) - Universidade Federal do Rio Grande do Norte, Natal, 2013.
Autor
Pereira, Fernando Antônio de Melo
Resumen
The present study aims to investigate the constructs of Technological Readiness Index (TRI) and
the Expectancy Disconfirmation Theory (EDT) as determinants of satisfaction and continuance
intention use in e-learning services. Is proposed a theoretical model that seeks to measure the
phenomenon suited to the needs of public organizations that offer distance learning course with
the use of virtual platforms for employees. The research was conducted from a quantitative
analytical approach, via online survey in a sample of 343 employees of 2 public organizations in
RN who have had e-learning experience. The strategy of data analysis used multivariate analysis
techniques, including structural equation modeling (SEM), operationalized by AMOS© software.
The results showed that quality, quality disconfirmation, value and value disconfirmation
positively impact on satisfaction, as well as disconfirmation usability, innovativeness and
optimism. Likewise, satisfaction proved to be decisive for the purpose of continuance intention
use. In addition, technological readiness and performance are strongly related. Based on the
structural model found by the study, public organizations can implement e-learning services for
employees focusing on improving learning and improving skills practiced in the organizational
environment