scholarly journals Utilização da escala SERVQUAL para mensuração da qualidade: estudo de caso em uma empresa de transporte público

2019 ◽  
Vol 12 (5) ◽  
pp. 894
Author(s):  
Deoclécio Junior Cardoso da Silva ◽  
Leoni Pentiado Godoy ◽  
Taís Pentiado Godoy ◽  
Roger Da Silva Wegner ◽  
Lucas Urach Sudati
Keyword(s):  
Continuous Measurement ◽  
Differentiated Services ◽  
Descriptive Statistics ◽  
Customer Choice ◽  
Five Dimensions ◽  
Future Studies ◽  
The Public ◽  
Analysis Of Results ◽  
The Ideal

Various services provided throughout the country in recent years, generated skilled jobs, increased internal and external competitiveness and accelerate innovation. It has expanded customer choice, preferring companies that offer differentiated services that meet their needs. Therefore, the aim of this study was to establish a measurement of services using SERVQUAL, and five dimensions of quality. It is evident in the public transport company, factors that must improve more efficiently and effectively what customers need and expect of the services received. The methodology was characterized as descriptive as it described the quality and measurement of SERVQUAL guidelines, when dealing with a case study because it involves a single company. In the analysis of results, it was used descriptive statistics and SERVQUAL scale with five dimensions of quality, taking into account the importance of each issue. The issue that stood out was the guarantee, reaching the ideal quality, both in expectancy and experience. It is suggested for future studies, management for an implementation project of the SERVQUAL methodology for continuous measurement of quality enterprise.

Sport, Twitter Hashtags, and the Public Sphere: A Qualitative Test of the Phenomenon Through a Curt Schilling Case Study

2018 ◽  
Vol 32 (4) ◽  
pp. 389-400
Author(s):  
Brendan O’Hallarn ◽  
Stephen L. Shapiro ◽  
Marion E. Hambrick ◽  
D.E. Wittkower ◽  
Lynn Ridinger ◽  
...  
Keyword(s):  
Social Media ◽  
Public Sphere ◽  
Recent Criticism ◽  
Negative Behaviors ◽  
The Public ◽  
Social Media Platforms ◽  
Qualitative Test ◽  
The Public Sphere ◽  
The Ideal

Popular social media platforms have faced recent criticism because of the tendency for users to exhibit strongly negative behaviors, threatening the open, prodemocratic discourse that proponents believe was made possible when social media sites first gained widespread adoption a decade ago. A conceptual model suggests that the microblogging site Twitter, and especially sport-themed debate through hashtags, can still realize these ideals. Analyzing a dataset of tweets about the firing of former Major League Baseball pitcher Curt Schilling by ESPN on April 20, 2016, as well as a qualitative questionnaire given to the users of the hashtag, this study attempted to ascertain how closely the discourse comes to realizing the ideal of the Habermasian public sphere. The findings demonstrate that although users draw value from participation in the discussion, they are less inclined to desire interaction with other hashtag users, particularly those who disagree with them. This suggests that Twitter hashtags provide an open forum that approaches the participatory requirement of the public sphere, but the lack of back-and-forth engagement suggests the medium is not ideal for the generation of deliberative public opinion.

Management of audio-visual records at the National Archives of Namibia

2020 ◽  
Vol 39 (1) ◽  
pp. 114-132
Author(s):  
Beauty Matongo
Keyword(s):  
Qualitative Method ◽  
Integrated Approach ◽  
Classification Systems ◽  
Descriptive Statistics ◽  
Future Studies ◽  
National Archives ◽  
Data Content ◽  
Analyse Data ◽  
Document Review

The study sought to determine the role that the National Archives of Namibia plays in the management of audio visuals in an attempt to curtail the deterioration of audio-visual archives which are kept in various organisations, some of which are unknown to the National Archives of Namibia. A qualitative method was applied in the study. The case study used the interpretive paradigm which enabled the researcher to triangulate the data collection instruments. Interviews, questionnaires and observation checklists were used to collect data. Content analysis was carried out to analyse data from interviews, document review and the observations. While Excel software provided descriptive statistics on graphs. The results indicated that AV materials were created and stored by various organisations, including the National Archives of Namibia, which oversees the management of all records. The Archives Act (Act 12 of 1992), section 4(1), gives a mandate to the National Archives of Namibia for control over records and archives of all formats in government offices, offices of local authorities and statutory institutions. Nonetheless, there are instances where AV materials are not deposited or stored in appropriate conditions. It is also apparent that different cataloguing and classification systems are used by different organisations. It is clear that most of the organisations manage AV materials in the same way as paper formats records. There is also an inadequately skilled workforce who were given a responsibility to manage AV materials. The study was limited to the Khomas region. Since there are 14 regions in Namibia, the findings cannot be generalized to other regions. Future studies should cover other regions. The results point to the need for the National Archives of Namibia to adopt an integrated approach to the management of AV records. This will require the NAN to work in cooperation with public sector institutions and empower them to preserve AV materials while, at the same time, they continue to deposit copies with the National Archives of Namibia. Unlike previous studies on management of audio visual archives in Namibia, this study included other organisations. The results give a clear picture of the role the National Archives plays in the management of audio visual records and archives.

scholarly journals Gestão de resíduos sólidos no restaurante universitário da Universidade Federal Rural de Pernambuco: diagnóstico e análise à luz da agenda ambiental na administração pública

2020 ◽  
Vol 12 (6) ◽  
pp. 1260
Author(s):  
Manuela Medeiros Gonçalves ◽  
José De Lima Albuquerque
Keyword(s):  
Data Collection ◽  
Solid Waste ◽  
Continuous Improvement ◽  
Waste Reduction ◽  
Future Studies ◽  
The Public ◽  
Final Destination ◽  
Food Planning ◽  
The University

The amount of solid waste produced by the University Restaurant of the Federal Rural University of Pernambuco is quite high. Roughly 3.5k meals are served daily. A number which requires proper strategies for waste reduction. The research main goal was to run a diagnosis and an analysis on the management of the main waste generated at the University Restaurant: generation, collection and final destination on the perspective of the Public Administration’s Environmental Agenda. The data collection was conducted through documental research and direct observation with the intention of identifying the management stages of the main solid waste generated. The methodology used was a case study with a qualitative investigative approach. The results showed a lack of efficiency on the management of the main produced waste and that would require further attention to A3P’s variable that outlines the management of generated waste and the related legislation. Besides, it is noted that and adjustment of the food planning at the restaurant with the intention to reduce the disparity between the planned and the consumed amount of food. The results of this research, as well as the recommendations for future studies, will be forwarded to the managers of the restaurant so the necessary actions can be taken in order to ensure the continuous improvement of its waste management.

scholarly journals Words Representation of Postfeminism in Indonesian Heroine Character : Case Study of Valentine Film

2020 ◽  
Vol 14 (2) ◽  
pp. 47-56
Author(s):  
Daniar Wikan Setyanto ◽  
Santosa Soewarlan ◽  
Sumbo Tinarbuko
Keyword(s):  
Image Reconstruction ◽  
Case Studies ◽  
Female Representation ◽  
The Public ◽  
Self Image ◽  
Ideal Image ◽  
The World ◽  
Public Imagination ◽  
The Ideal

The heroine is a character who has succeeded in embracing the public imagination in terms of self-image and became the ideal image of female, including in Indonesia. The character of Srimaya/ Valentine is a heroine character coming from local comic taken into Indonesia’s movies. The image presented on Srimaya/ Valentine is the symptom of capitalism in the Indonesian’s movies, the character is also one of the case studies in image reconstruction product or the representation of female using their image as a heroine. The discourse of female representation in the character of Srimaya/ Valentine does not only show about image idealized however it also represents the ideology of post-feminism as well as a politic of identity presented in the world of local films. The achievement of identity exceeds physical image from female because, in character, there are many symbols about feminists. This research was done to know the discourse of identity in view of post-feminism delivered in the film of Valentine(2017).

De advocaat in de vroegmoderne stedelijke justitie

Pro Memorie ◽  
2021 ◽  
Vol 23 (2) ◽  
pp. 206-236
Author(s):  
Tim van Polanen
Keyword(s):  
Early Modern ◽  
The Political ◽  
Court Case ◽  
Content Type ◽  
Modern City ◽  
The Public ◽  
Virtuous Character ◽  
General Tone ◽  
The Ideal

Abstract Hermanus Noordkerk was a famous barrister in eighteenth-century Amsterdam. After his death multiple necrologies were written in which the general tone was laudatory. This article investigates the reliability of the necrologies by answering the question why Noordkerk became such a famous barrister. What qualities did he have that made him so memorable? It becomes clear that together with his virtuous character Noordkerk was considered to be an inventive lawyer as well as an outstanding pleader and that, by combining these three characteristics, he embodied for contemporaries the ideal barrister. But besides, Noordkerk had another quality: he had the ability to exploit the public interest of a court case for the benefit of his client. Due to the political dynamics within an early modern city this might have been important for Noordkerk’s fame. The case study of Noordkerk thus sheds light on the qualities that a barrister should have in an early modern city.

scholarly journals “Why I Left BuzzFeed”: Alienation, YouTube, and Creative Labour in the Digital Age

2020 ◽  
Vol 6 (1) ◽  
pp. 1-15
Author(s):  
Victoria Yang
Keyword(s):  
Digital Media ◽  
Digital Age ◽  
Creative Industries ◽  
The Public ◽  
Media Companies ◽  
Creative Workers ◽  
A Company ◽  
Insight Into ◽  
The Ideal

Digital media companies on YouTube, exemplified by BuzzFeed, reinforce the perception of employment in the creative industries as an ideal opportunity for young millennials to make money “doing what they love.” In 2016, dozens of videos made by former BuzzFeed employees announcing their departures from the company went viral, challenging this view and granting the public unprecedented insight into the company's labour practices. BuzzFeed thus serves as a valuable case study for digital labour in the contemporary creative industries during a time when formal companies, individual creators, and unpaid users compete for viewership on the platform. This research paper reveals and critically engages with the tradeoffs that creative workers face when negotiating the benefits of working for a company, versus “going independent.” Using Marx’s theory of alienation to analyze “Why I Left BuzzFeed” videos, this paper argues that the option for professional creative workers to become independent creators on YouTube represents a shift towards the ideal of “non-alienated labour.” This article concludes by examining how, despite this shift, independent creative workers are still subsumed under capital.

The Poster Child of the “Second” Cultural Revolution: Huang Shuai and Shifts in Age Consciousness, 1973–1979

Modern China ◽  
2018 ◽  
Vol 44 (5) ◽  
pp. 497-524 ◽  
Author(s):  
Kyle E. David
Keyword(s):  
Primary School ◽  
Cultural Revolution ◽  
Public Life ◽  
The Public ◽  
Primary School Student ◽  
Class Background ◽  
Dramatic Shift ◽  
And Shifts ◽  
The Ideal

This article charts fluctuations in age consciousness during the waning years of China’s Cultural Revolution (1966–1976) and its immediate aftermath. It argues that between 1973 and 1979, a dramatic shift occurred in normative perceptions of children and what the experience of childhood should entail. During the Cultural Revolution, the ideal child had a good class background, was anti-intellectual, and challenged authority. After Mao’s death in 1976, however, the new leadership reimagined children along more conservative lines. Their child was naive, studious, and, most importantly, politically disenfranchised. In juxtaposing the prevailing attitudes of these two periods, we witness a reorientation of childhood whereby the post-Mao leadership sought to move children away from revolution toward a more normative understanding of childhood that involved play, study, and growth into economically productive citizens. As a case study in what the ideal child was meant to be, the article examines the public life of Huang Shuai, a twelve-year-old primary school student who rose to national prominence in late 1973.

Tragic Encounters and Ordinary Ethics

2016 ◽  
Author(s):  
Ruth Sheldon
Keyword(s):  
Lived Experiences ◽  
Free Expression ◽  
The Political ◽  
Ethnographic Research ◽  
Student Activists ◽  
The Public ◽  
The Media ◽  
University Spaces ◽  
The Ideal

For over four decades, events in Palestine-Israel have provoked raging conflicts between members of British universities, giving rise to controversies around free speech, ‘extremism’, antisemitism and Islamophobia within higher education, which have been widely reported in the media and subject to repeated interventions by politicians. But why is this conflict so significant for student activists living at such a geographical distance from the region itself? And what role do emotive, polarised communications around Palestine-Israel play in the life of British academic institutions committed to the ideal of free expression? This book invites students, academics and members of the public who feel concerned with this issue to explore the sources of these visceral encounters on campus. Drawing on original ethnographic research with conflicting groups of activists, it explores what is at stake for students who are drawn into struggles around Palestine-Israel within changing university spaces facing pressures associated with neoliberalism and the ‘War on Terror’. It begins from this case study to argue that, in an increasingly globalised world that is shaped by entangled histories of the Nazi Holocaust and colonial violence, members of universities must develop creative and ethical ways of approaching questions of justice. Tragic Encounters and Ordinary Ethics curates an ethnographic imagination in response to the political tensions arising out of the continuing violence in Palestine-Israel. It invites students and academics to attend to lived experiences within our own university institutions in order to cultivate ethical forms of communication in response to conflicts of justice.

PELAKSANAAN HUKUM KEWARISAN ISLAM DI PENGADILAN AGAMA BANTEN

ALQALAM ◽  
2013 ◽  
Vol 30 (1) ◽  
pp. 158
Author(s):  
Yusuf Somawinata
Keyword(s):  
Key Words ◽  
Islamic Law ◽  
Survey Methods ◽  
Adopted Children ◽  
Inheritance Law ◽  
Library Research ◽  
The Ideal

This article aims at describing the obseroance of wasiat wajibah (compulsory bequeathment) in the Islamic court of Banten, analyzing the provision of the substitute heir and adopted children in the Compilation of  Islamic Law (KHI). In addition, the ideal laws to manage the innheritance rules in Indonesia. This article is library research by using doctrinal approach and using case study and survey methods. The data was, then, analyzed by using analytical descriptive and analytical correlative methods. The result showed that the observance of wasiat wajibah in the Islamic court of  Banten employed by judges is by using the Mawali Hazairin’s Doctrine. The criteria of the adoption of substitute heir and adopted children in the KHI is the attempts of Ulama and many judgees junst in giving legal justice and certainty to the society.   Key Words: Islamic Inheritance Law, Compilation of Islamic Law, Islamic court of  Banten

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