Governo eletrônico na Receita Federal do Brasil: fatores determinantes para a qualidade do atendimento na adoção de serviços digitais

Abstract

The quality of services is currently a topic widely debated by organizations, whether as a differentiating factor for the customer or as a factor in service performance and citizens' expectations, seeking to ensuregreater accessibility to services and contributing to generating competitive advantage. For efficient service, it is necessary to know the user's difficulties, in order to propose solutions that enable the improvement of service in the public sector. This study sought to answer which factors are decisive for the quality of service, in the adoption of electronic services, from the citizen's perspective, and contributes to the understanding of how digital interactions impact the relationship between the government and citizens, promoting the improvement of taxpayer experience, and preserving accessibility, security and equity in the provision of digital services. It is a research with a quantitative approach, developed through analysis and statistical tools, using as a reference the quality dimensions for digital services proposed by Parasuraman et al., in 2005, associated with the attributes defined by current federal government legislation. Through the study it was possible to identify significant correlations between factors, such as efficiency, which was strongly associated with the perception of accessibility, and between privacy and meeting deadlines. Furthermore, it was possible to identify that the largest number of people consider the Brazilian Federal Revenue service to be regular.