DSpace Communidade:http://repositorio.ufc.br/handle/riufc/217122026-04-18T07:10:55Z2026-04-18T07:10:55ZAnálise dos serviços de suporte de Tecnologia da Informação em uma IES pública fundamentada em um Modelo de Avaliação Conceitual da QualidadeCarioca, Wolber Richer da Silvahttp://repositorio.ufc.br/handle/riufc/859072026-04-17T11:50:10Z2026-01-01T00:00:00ZTítulo: Análise dos serviços de suporte de Tecnologia da Informação em uma IES pública fundamentada em um Modelo de Avaliação Conceitual da Qualidade
Autor(es): Carioca, Wolber Richer da Silva
Abstract: This study, entitled “Analysis of Information Technology Support Services in a Public Higher
Education Institution Based on a Conceptual Quality Evaluation Model”, aimed to analyze the
quality of IT support services in a public Higher Education Institution (HEI), using the State
University of Mato Grosso (UNEMAT) as a case study. To this end, the SERVPERF model
was adopted, which focuses exclusively on users’ perceptions of actual service performance,
avoiding the need to measure prior expectations and allowing for a more direct, experience-
centered evaluation. The research sought to answer how the quality of IT support services in a
public HEI can be assessed using this model. With a predominantly quantitative and applied
approach, UNEMAT was treated as a large empirical laboratory, with the potential for its results
to serve as a reference for other institutions. The methodology was structured into five stages.
The first stage presented the research setting, contextualizing UNEMAT as a multicampus
institution and highlighting the strategic role of the Technical Information Units (UTIs) in
maintaining the university’s IT infrastructure. In the second stage, a survey questionnaire was
applied to capture users’ perceptions of service quality, using a five-point Likert scale based on
the five SERVPERF dimensions: Tangibility, Reliability, Responsiveness, Assurance and
Empathy. In the third stage, the data were analyzed using descriptive statistics (mean and
standard deviation), and the internal reliability of the instrument was tested through Cronbach’s
alpha, which reached 0.966 in the final analysis and 0.981 in the pretest, confirming the
consistency of the questionnaire. In the fourth stage, the results showed that the overall
perception of service quality is positive, with an institutional mean of 4.14 out of 5, although
the Tangibility dimension presented a mean of 3.9, the only one below 4. Finally, in the fifth
stage, the study concluded that the SERVPERF model is a viable and reliable tool for assessing
the quality of IT services at UNEMAT. The quality of services was considered satisfactory and
consistent, but with room for improvement, especially regarding infrastructure and the sizing
of IT teams, given the gap between demand and the number of technicians. The study offers
methodological contributions, proposes data-driven improvements, and can be replicated or
adapted by other HEIs, providing concrete support for better resource management and
technological modernization.
Tipo: Dissertação2026-01-01T00:00:00ZA formação de docentes gestores nos Campus da UNEMATZimmermann, Cladeshttp://repositorio.ufc.br/handle/riufc/857772026-04-10T19:07:21Z2026-01-01T00:00:00ZTítulo: A formação de docentes gestores nos Campus da UNEMAT
Autor(es): Zimmermann, Clades
Abstract: This research aims to analyze the influence of the professional training of faculty members
acting as administrators on the development of their technical skills in university management
at UNEMAT campuses. It starts from the observation that the expansion of teaching functions,
especially in inland regions, has not been accompanied by consistent management training
policies, leading to challenges such as work overload and difficulties in strategic decision-
making. Using a qualitative approach and a dialectical method, the study employs semi-
structured interviews with faculty administrators, document analysis, and a literature review to
identify the training pathways, practices, and challenges faced. The results demonstrate that the
lack of specific training in management negatively impacts administrative performance and
institutional development, with learning generally acquired empirically. As a contribution, the
study proposes guidelines for the implementation of continuing education programs, aligned
with the Institutional Development Plan (PDI), capable of strengthening the performance of
faculty administrators and improving university management. The importance of institutional
policies aimed at training managers to promote more efficient, participatory administration
aligned with social demands is highlighted, thus expanding the social relevance of the public
university in the regional context.
Tipo: Dissertação2026-01-01T00:00:00ZAplicação do Modelo de Maturidade Correcional (CRG-MM) na Unidade Setorial de Correição da Universidade do Estado do Mato Grosso (UNEMAT)Oliveira, Leonardo Melo dehttp://repositorio.ufc.br/handle/riufc/857572026-04-10T16:50:53Z2026-01-01T00:00:00ZTítulo: Aplicação do Modelo de Maturidade Correcional (CRG-MM) na Unidade Setorial de Correição da Universidade do Estado do Mato Grosso (UNEMAT)
Autor(es): Oliveira, Leonardo Melo de
Abstract: In the current landscape of Brazilian public administration, maturity models have become
essential instruments for providing evolutionary maps of organizational capability, fostering
transparency, efficiency, and continuous strategic planning. Historically, correctional activities
within Brazilian public institutions were characterized by a lack of standardization and by the
dispersion of practices across different entities. Prior to 2020, each organization conducted
correctional procedures in an isolated manner, with low levels of integration and the absence
of uniform performance criteria. From 2020 onward, with the development of the Correctional
Maturity Model (CRG-MM) by the Office of the Comptroller General of the Union (CRG-
CGU), a process of transformation in the management of this function was initiated, enabling
the measurement of the development of correctional units and promoting the consolidation of
practices grounded in governance, efficiency, and public integrity. Accordingly, this study
aimed to analyze the level of correctional maturity of the Sectoral Correction Unit (USC) of
the State University of Mato Grosso (UNEMAT) using the CRG-MM, as well as to propose
action plans as management-oriented outputs. The research adopted a mixed-methods
approach, combining qualitative and quantitative techniques for data collection and analysis,
based on the completion of the CRG-MM diagnostic spreadsheet by the staff members of
UNEMAT’s USC. The data were systematized and analyzed through documentary
triangulation (qualitative) and supported by descriptive statistics (quantitative). The results
indicate that UNEMAT’s Sectoral Correction Unit is positioned at Level 1 (Initial) of maturity
and had implemented, by 2025, 78.57% of the macroprocesses required for Level 2
(Standardized). It is concluded that the CRG-MM is a fully adaptable and applicable tool for
the context of a sectoral correction unit within a state public university such as UNEMAT. The
action plans proposed as a technical product address eight essential activities within
macroprocesses 2.1, 2.2, 2.3, and 2.4 of Level 2, which must be fully implemented for the
USC/UNEMAT to be recognized as a standardized correctional unit
Tipo: Dissertação2026-01-01T00:00:00ZA repercussão das ações afirmativas na permanência acadêmica na UNEMAT- Campus de SinopOliveira, Letícia Santos Lima dehttp://repositorio.ufc.br/handle/riufc/857472026-04-10T12:37:35Z2026-01-01T00:00:00ZTítulo: A repercussão das ações afirmativas na permanência acadêmica na UNEMAT- Campus de Sinop
Autor(es): Oliveira, Letícia Santos Lima de
Abstract: This research is grounded in the context of social and economic inequalities that hinder access
to — and, especially, student retention in — higher education. In this context, the importance
of affirmative actions and their impact on reducing socioeconomic inequalities and promoting
student retention is emphasized, as part of the educational public policies developed at the State
University of Mato Grosso (Unemat), Sinop campus.The general objective was to evaluate the
impact of affirmative actions and student assistance programs at Unemat’s Sinop campus,
emphasizing their influence on student retention and academic performance from a
socioeconomic perspective. The methodology is characterized as applied research with a
quantitative approach, descriptive and exploratory objectives, and technical procedures
including bibliographic and documentary research, surveys, and a case study. Data were
collected through a semi-structured questionnaire using a Likert scale, administered to a sample
of 113 students who were beneficiaries of food and housing assistance between 2022 and 2024.
The estimated sampling error was 5.9 percentage points. The study concludes that food and
housing assistance had a positive impact on students’ retention and academic performance,
demonstrating the effectiveness of student assistance policies in promoting equity. However,
limitations persist regarding students’ awareness of affirmative action policies and the adequacy
of the assistance in addressing their financial difficulties. It is expected that the results of this
study will contribute to the improvement of these policies within the university context. As a
contribution, a Technical Product entitled Practice Diary: the impacts of affirmative actions on
academic retention at Unemat – Sinop Campus was proposed, aiming to improve the
management of assistance programs, the monitoring of scholarship students, and guidance
actions for CAEst, with the possibility of extension to other campuses. In this way, the study
seeks to contribute to management planning through pedagogical and administrative actions,
fostering more informed decision-making and expanding the reach of assistance programs.
Tipo: Dissertação2026-01-01T00:00:00Z