Publicação
Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results
| Resumo: | The purpose of this project is build and improve dashboards related to customer experience data (CX) in Public Administration. CX is crucial for organization’s success in today's competitive market because it directly influences user’s satisfaction, loyalty and overall organization’s performance. In the context of public administration, a positive user's experience increases citizen’s satisfaction and trust in government institutions. Keep monitoring and improving this experience make the institutions improve the quality and efficiency of services. To measure that performance, dashboards are an increasingly used tool to visualize customer experience (CX) data however they should be well designed according to the rules and techniques of data visualization. It is also important that dashboards fill the needs of different stakeholders who will extract insights and improve the customer-company relationship, for instance marketing or Quality Insurance departments. In this away, it is expected that the results can be presented more clearly and can drive better decision-making and strategies that are more focused on customers. |
|---|---|
| Autores principais: | Marques, Jorge Miguel Belo |
| Assunto: | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| _version_ | 1868983430542262272 |
|---|---|
| author | Marques, Jorge Miguel Belo |
| author_facet | Marques, Jorge Miguel Belo |
| author_role | author |
| contributor_name_str_mv | Coelho, Pedro Miguel Pereira Simões RUN |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Marques, Jorge Miguel Belo\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Coelho, Pedro Miguel Pereira Simões RUN |
| datacite.creators.creator.creatorName.fl_str_mv | Marques, Jorge Miguel Belo |
| datacite.date.Accepted.fl_str_mv | 2025-11-07T00:00:00Z |
| datacite.date.available.fl_str_mv | 2025-11-20T15:11:09Z |
| datacite.date.embargoed.fl_str_mv | 2025-11-20T15:11:09Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| datacite.titles.title.fl_str_mv | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| dc.contributor.none.fl_str_mv | Coelho, Pedro Miguel Pereira Simões RUN |
| dc.creator.none.fl_str_mv | Marques, Jorge Miguel Belo |
| dc.date.Accepted.fl_str_mv | 2025-11-07T00:00:00Z |
| dc.date.available.fl_str_mv | 2025-11-20T15:11:09Z |
| dc.date.embargoed.fl_str_mv | 2025-11-20T15:11:09Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10362/191121 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.cclincense.fl_str_mv | http://creativecommons.org/licenses/by/4.0/ |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| dc.title.fl_str_mv | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_bdcc |
| description | The purpose of this project is build and improve dashboards related to customer experience data (CX) in Public Administration. CX is crucial for organization’s success in today's competitive market because it directly influences user’s satisfaction, loyalty and overall organization’s performance. In the context of public administration, a positive user's experience increases citizen’s satisfaction and trust in government institutions. Keep monitoring and improving this experience make the institutions improve the quality and efficiency of services. To measure that performance, dashboards are an increasingly used tool to visualize customer experience (CX) data however they should be well designed according to the rules and techniques of data visualization. It is also important that dashboards fill the needs of different stakeholders who will extract insights and improve the customer-company relationship, for instance marketing or Quality Insurance departments. In this away, it is expected that the results can be presented more clearly and can drive better decision-making and strategies that are more focused on customers. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | masterThesis |
| fulltext.url.fl_str_mv | https://run.unl.pt/bitstreams/cd7c83ab-04f4-4015-9c95-694c639f0eeb/download |
| id | run_9fa10c2071051829bb27ad94de8aa69d |
| identifier.url.fl_str_mv | http://hdl.handle.net/10362/191121 |
| inst_facet_str | urn:organizationAcronym:unl{{{_:::_}}}Universidade Nova de Lisboa |
| instacron_str | unl |
| institution | Universidade Nova de Lisboa |
| instname_str | Universidade Nova de Lisboa |
| language | eng |
| network_acronym_str | run |
| network_name_str | Repositório Institucional da UNL |
| oai_identifier_str | oai:run.unl.pt:10362/191121 |
| organization_str_mv | urn:organizationAcronym:unl |
| person_str_mv | Marques, Jorge Miguel Belo |
| publishDate | 2025 |
| repo_facet_str | urn:repositoryAcronym:run{{{_:::_}}}Repositório Institucional da UNL |
| reponame_str | Repositório Institucional da UNL |
| repository_id_str | urn:repositoryAcronym:run |
| service_str_mv | urn:repositoryAcronym:run |
| spelling | engpt_PTThe purpose of this project is build and improve dashboards related to customer experience data (CX) in Public Administration. CX is crucial for organization’s success in today's competitive market because it directly influences user’s satisfaction, loyalty and overall organization’s performance. In the context of public administration, a positive user's experience increases citizen’s satisfaction and trust in government institutions. Keep monitoring and improving this experience make the institutions improve the quality and efficiency of services. To measure that performance, dashboards are an increasingly used tool to visualize customer experience (CX) data however they should be well designed according to the rules and techniques of data visualization. It is also important that dashboards fill the needs of different stakeholders who will extract insights and improve the customer-company relationship, for instance marketing or Quality Insurance departments. In this away, it is expected that the results can be presented more clearly and can drive better decision-making and strategies that are more focused on customers.application/pdfpt_PTBest European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX resultsMarques, Jorge Miguel BeloCoelho, Pedro Miguel Pereira SimõesHostingInstitutionOrganizationalRUNe-mailmailto:run@unl.ptrun@unl.ptURNurn:tid:2040737582025-11-20T15:11:09Z2025-11-072025-11-07T00:00:00ZHandlehttp://hdl.handle.net/10362/191121http://purl.org/coar/access_right/c_abf2open accessData visualizationBECXCustomer experienceDashboard designPerformance measurementDecision-makingSDG 4 - Quality educationSDG 9 - Industry, innovation and infrastructure3276850 bytesliteraturehttp://purl.org/coar/resource_type/c_bdccmaster thesis2025-11-07http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://run.unl.pt/bitstreams/cd7c83ab-04f4-4015-9c95-694c639f0eeb/download |
| spellingShingle | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results Marques, Jorge Miguel Belo Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| status | SINGLETON |
| subject.fl_str_mv | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| title | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| title_full | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| title_fullStr | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| title_full_unstemmed | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| title_short | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| title_sort | Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results |
| topic | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| topic_facet | Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure |
| url | http://hdl.handle.net/10362/191121 |
| visible | 1 |