https://tede.unioeste.br/handle/tede/551 Wed, 15 Apr 2026 09:53:24 GMT 2026-04-15T09:53:24Z https://tede.unioeste.br/handle/tede/8324 Title: Qualidade dos serviços prestados pela Secretaria Municipal de Finanças e Orçamento de Foz do Iguaçu: uma aplicação da Escala Servqual Autor: Pacheco, Mário Lioli Primeiro orientador: Hansel, Tiago Fernando Abstract: The growing demand for more efficient and citizen-oriented public services highlighted the need to assess the quality of municipal tax services, particularly in light of the expanded use of information systems. In this context, the study assessed the quality of services provided by the Municipal Finance and Budget Department of Foz do Iguaçu from the users’ perspective, using the SERVQUAL scale. The research adopted a descriptive-exploratory approach with quantitative analysis, based on structured questionnaires applied to users of municipal financial services. The sample consisted of respondents selected through convenience sampling, covering different service usage profiles and levels of interaction with the digital systems offered by the Department. The collected data were subjected to descriptive and inferential statistical analyses, enabling the measurement of quality gaps between users’ expectations and perceptions across the five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results revealed negative gaps in all evaluated dimensions, indicating that users’ perceptions were below both the minimum expected and the desired ideal levels. The most significant gaps were identified in responsiveness and tangibility, particularly regarding service agility, clarity of information, system usability, and technological infrastructure. The findings provided relevant evidence to support improvements in municipal public management, guiding actions aimed at enhancing service quality and strengthening the relationship between tax administration and citizens, in addition to contributing to future academic studies in the context of municipal public administration. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação Mon, 15 Dec 2025 00:00:00 GMT https://tede.unioeste.br/handle/tede/8324 2025-12-15T00:00:00Z https://tede.unioeste.br/handle/tede/8303 Title: Acompanhamento de egressos do ensino superior: proposta de política e ações para implementação em uma universidade federal Autor: Rojas, Christianne Valeria Haag Primeiro orientador: Mauricio, Claudio Roberto Marquetto Abstract: The monitoring of higher education graduates is a strategic instrument for institutional evaluation and continuous improvement of academic quality. This research aimed to propose a policy and a set of actions for the implementation of graduate monitoring at the Federal University of Latin American Integration (UNILA), based on current legal regulations and best practices adopted by other Brazilian federal universities. The study, of an applied nature, with a qualitative, exploratory and descriptive approach, involved the analysis of the legal framework and the institutional practices of federal universities in the implementation of policies and systems for monitoring graduates. The methodology included a document review, a Systematic Literature Review (SLR), mapping of institutional websites, and consultation with the ombudsman offices of federal universities, with content analysis of institutional responses and statistical and descriptive treatment of data collected through an applied questionnaire. The results highlight the absence of consolidated national guidelines, low standardization of procedures, technological limitations, fragility of institutional structures, and reduced engagement of alumni, revealing a scenario marked by isolated initiatives, policies under development, and diverse practices among institutions. Based on experiences considered successful, a draft institutional policy was proposed, composed of principles, guidelines, the creation of a committee, an integrated alumni portal, and management and monitoring mechanisms. This research, in addition to providing relevant information, contributes to strengthening university management, producing performance indicators, and modernizing evaluation processes, reinforcing the need for coordinated efforts to consolidate effective policies and systems for monitoring alumni within Brazilian federal universities. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação Fri, 19 Dec 2025 00:00:00 GMT https://tede.unioeste.br/handle/tede/8303 2025-12-19T00:00:00Z https://tede.unioeste.br/handle/tede/8299 Title: Aplicação da teoria das restrições para otimização dos serviços de manutenção predial em uma universidade federal Autor: Aquino, Joásio de Primeiro orientador: Cescon, José Antonio Abstract: Optimizing building maintenance services is a critical challenge faced by many institutions, and the application of the Theory of Constraints (TOC) offers a promising approach to solving these issues. This work aims to use the Theory of Constraints method to identify and mitigate bottlenecks in the building maintenance sector of a federal university, generating an increase in the efficiency and effectiveness of the services provided. The research seeks to answer how the Theory of Constraints can be applied to improve these services, analyzing its practical implementation and verifying its effects on building maintenance processes. Expected results include a significant improvement in resource allocation, reduced downtime and an increase in the responsiveness of the maintenance team. This study contributes to the literature on the applicability of TOC in educational environments, demonstrating its potential to transform maintenance management in universities Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação Wed, 10 Dec 2025 00:00:00 GMT https://tede.unioeste.br/handle/tede/8299 2025-12-10T00:00:00Z https://tede.unioeste.br/handle/tede/8143 Title: Multipropriedade e desenvolvimento sustentável: percepções de gestores e colaboradores de um resort frente às metas 8.5 e 8.9 do ODS 8 Autor: Feitosa, Thiago Vinicius Neres Primeiro orientador: Souza, Claudio Alexandre de Abstract: Fractional ownership has increasingly consolidated itself as an innovative model within the tourism sector, promoting not only the democratization of access to leisure properties but also generating significant impacts on job creation and regional development. This study aimed to analyze how the practices of a fractional ownership resort contribute to achieving targets 8.5 and 8.9 of Sustainable Development Goal 8 (SDG 8). The research adopted a descriptive approach, with both quantitative and qualitative methods, through the application of two data collection instruments— addressed to employees and managers of the resort—designed based on the methodological guidelines of the 2030 Agenda. The sample consisted of 80 employees and 9 managers. The results indicate that the resort implements consistent actions in the fields of social inclusion, professional training, diversity appreciation, and the promotion of adequate working conditions, in alignment with target 8.5. Regarding target 8.9, the adoption of sustainable practices was observed, such as prioritization of local suppliers, encouragement of regional culture, environmental education initiatives, and sustainability certifications, revealing institutional alignment with the principles of responsible tourism. It is concluded that the analyzed enterprise demonstrates a strong commitment to the Sustainable Development Goals, and the research objectives were achieved. The development of the proposed instruments also represents a relevant methodological contribution, considering the lack of specific tools for measuring the targets of the 2030 Agenda in organizational environments. The study reinforces the strategic role of fractional ownership in sustainable territorial development, especially in tourism regions such as Foz do Iguaçu. Publisher: Universidade Estadual do Oeste do Paraná Tipo do documento: Dissertação Tue, 05 Aug 2025 00:00:00 GMT https://tede.unioeste.br/handle/tede/8143 2025-08-05T00:00:00Z