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Keywords: Estratégia;  Tecnologia da Informação;  Qualidade em Serviços;  Competitividade;  Strategy;  Information Technology;  Quality of Services;  Competitiveness.
Issue Date: 30-Sep-2003
Abstract: This work intends to investigate and to compare aspects of the quality of computer science services noticed by the directors of the Information Technology Organs (ITO) of the Federal Institutions of Higher education, and for the executives of their suppliers, and the directors visions about the strategic use of the Information Technology (IT). The purpose is to make a study on the competitive use of the IT, through the analysis of strategic application in the Federal Institutions. The research is based in the Projeto Fatores Humanos and Technological of the Competitiveness (Quintella, 1997). The objectives of the research are: to compare the perceptions and expectations of ITO of Federal Institutions researched on the quality of the products and services of IT acquired of suppliers; to verify as the suppliers of products and computer science services evaluate the expectations of ITO of Federal Institutions; to verify how ITO of researched Federal Institutions is using IT for obtaining of competitive advantage; to compare the results of the methodology application used in private companies. The conceptual model of the quality in services developed by Parasuraman et al. (1993), the model of the Chain of Value, defined for Michael Porter (1989), and still the own Projeto Fatores Humanos and Technological of the Competitiveness (Quintella, 1997) were the theoretical referencial used for the study. The presented central hypothesis is: ITO of Federal Institutions are using the technology of the information for the obtaining of competitive advantage. The lifted up hypotheses were tested in two samples - 19 ITO and 5 supplying companies of IT - with base in two applied questionnaires for the researcher, to the main executives of IT and the managers of marketing of the suppliers. The conclusion of the work, based on the adopted theoretical referenciais, it is that ITO of Federal Institutions is not using IT as strategic resource to get competitive advantage for Federal Institutions. The application of the resources of IT is not addressed for the use of integrated systems of administration, however we cannot
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