CRM in justice sector : modeling the user’s satisfaction and loyalty

• Autor(es): Dias, Mariana Teles Viegas Cruz
• Data: 2018
• Identificador Persistente: http://hdl.handle.net/10362/42531
• Origem: Repositório Institucional da UNL
• Assunto(s): Users; Public Services; Satisfaction; Structural Model
• Tipo de Documento: Dissertação de mestrado
• Idioma: Inglês
• Orientador(es): Bação, Fernando José Ferreira Lucas; Correia, Pedro
• Contribuidor(es): RUN

Descrição

Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence

Even though the research on CRM as a strategy to increase users’ satisfaction and loyalty in private sector has increased markedly, there is still little research in public sector. Considering the gap on the subject, this case study in the public sector of justice contributed with theoretical and empirical research on the users’ satisfaction and loyalty towards the extrajudicial services. An online survey was conducted by Direção-Geral da Política de Justiça (DGJP) in order to measure the temporal evolution of the users’ satisfaction with the Alternative Dispute Resolution Means (ADR) means in Portugal. The data collected by DGPJ between October 2013 and 25 July 2017 was used in the construction of a Structural Model, Recommendation Maps and Priority Indexes. Results revealed a positive trend for the users’ satisfaction with the ADR means in all the years in analysis, contributing to the objective stablished by the European Commission for the Efficiency of Justice (CEPEJ): increasing the quality in the justice sector. Future work should extend this analysis in the sector of justice to a greater time lapse, by including not only the extrajudicial but also the judicial services.