Fatores que influenciam a satisfação de usuários com portais de governo eletrônico em transporte urbano: um estudo com equações estruturais

Abstract

The urban mobility sector has faced major changes in its development; sustainable perspective inserted in this context the national vision and the collective focus of the process, leaving behind the individualistic and private concept. Incentives worldwide have been conducted to stimulate the planning of urban mobility and benefit society. In Brazil was established, in 2012, the National Policy on Urban Mobility (PNMU), which brings important issues and that can be summarized in key words, among them, transparency, participatory management and publicity. To achieve a society more efficiently, interaction mechanisms are used by connecting the society to the government. In this sense, Electronic Government was inserted as an object of transformation in the relationship between government, society and private enterprises in terms of agility and transparency processes. The aim of this study is to identify the main satisfaction agents perceived by the user Electronic Government in urban mobility. People have become more aware with regard to the quality of public services offered, and demand greater responsibilities for the provision of such services by the State. It is within this context that the undeniable importance of satisfaction surveys as monitoring and evaluation tool of public services. For the preparation of a satisfaction model is used structural equation modeling, which by constructs extracted from literature enables the design of hypotheses to be tested from data collected in the application of a questionnaire among university students. The results show that of seven hypotheses proposed, four are confirmed, where system quality, information quality, trust and conscience are, in order of importance, the constructs established as influencers of satisfaction among the users of e-government portals. This result allows important conclusions to be drawn regarding the model and understanding of the PNMU by the citizens.