Abstract Purpose The purpose of this paper is to validate and measure the overall evaluation of electronic health record (EHR) and identify the factors that influence the health information systems (HIS) assessment in Brazil. Design/methodology/approach From February to May 2020, this study surveyed 262 doctors and nurses who work in hospitals and use the EHR in their workplace. This study validated the National Usability-focused HIS Scale (NuHISS) to measure usability in the Brazilian context. Findings The results showed adequate validity and reliability, validating the NuHISS in the Brazilian context. The survey showed that 38.9% of users rated the system as high quality. Technical quality, ease of use and benefits explained 43.5% of the user’s overall system evaluation. Research limitations/implications This study validated the items that measure usability of health-care systems and identified that not all usability items impact the overall evaluation of the EHR. Practical implications NuHISS can be a valuable tool to measure HIS usability for doctors and nurses and monitor health systems’ long-term usability among health professionals. The results suggest dissatisfaction with the usability of HIS systems, specifically the EHR in hospital units. For this reason, those responsible for health systems must observe usability. This tool enables usability monitoring to highlight information system deficiencies for public managers. Furthermore, the government can create and develop actions to improve the existing tools to support health professionals. Social implications From the scale validation, public managers could monitor and develop actions to foster the system’s usability, especially the system’s technical qualities – the factor that impacted the overall system evaluation. Originality/value To the best of the authors’ knowledge, this study is the first to validate the usability scale of EHR systems in Brazil. The results showed dissatisfaction with HIS and identified the factors that most influence the system evaluation.

resumo: Este estudo teve como objetivo verificar a relação existente entre a qualidade percebida do serviço e a lealdade dos clientes pessoa jurídica de uma instituição bancária na região sul do Brasil. Para tanto, desenvolveram-se duas etapas de pesquisa, uma qualitativa exploratória e outra quantitativa descritiva. A etapa qualitativa, através de entrevistas semiestruturadas em profundidade teve como propósito coletar percepções de gestores e clientes do banco, que proporcionassem subsídios para o aprimoramento do instrumento de coleta aplicado na etapa quantitativa. Através de uma survey, foi aplicado um questionário com 48 questões em 129 clientes, cuja escala de qualidade de serviços SERVPERF e a escala de lealdade de Santos (2001) tiveram adicionadas 20 questões oriundas das entrevistas da etapa qualitativa. Como resultados, a etapa qualitativa contribuiu com uma proposta de escala adaptada para o contexto atual do setor bancário clientes PJ. Na etapa quantitativa, através da análise de regressão múltipla, os fatores empatia, segurança e resposta, em ordem decrescente de importância, mais impactaram na lealdade, com um poder de explicação de 62%. Adicionalmente, com a ANOVA, os resultados permitem concluir que as médias de avaliação são mais elevadas para clientes com maior grau de relacionamento com o Banco, envolvendo os que operam com crédito e que tinham o banco como principal instituição financeira em volume de negócios.

abstract: This study aims to verify the relationship between perceived service quality and loyalty among corporate customers of a bank located in the southern region of Brazil. Two research stages were developed, one qualitative exploratory and the other quantitative descriptive. The qualitative stage aimed to collect managers’ and customers’ perceptions about the bank services. This stage has been developed through semi-structured in-depth interviews, which provided input to improve the collection instrument applied in the quantitative stage. A survey with 48 questions was applied to 129 customers, based on SERVPERF service quality scale, Santos’ loyalty scale (2001) and questions added from qualitative stage. The qualitative stage has contributed with a proposal of scale adapted to the current context of the banking sector, corporate customers . In the quantitative stage, through multiple regression analysis, we have identified that empathy, safety and response factors, in descending order of importance, have had a greater impact on loyalty, with a power of explanation of 62%. Additionally, through ANOVA, the results allow us to conclude that means are higher among customers with a longer relationship with the bank, among customers who operate with credit and who have the bank as the main financial institution in terms of investments.

Abstract: The objective of this article is to analyze comparatively the importance of intellectual capital and the impact of intellectual capital on the performance of Brazilian companies awarded the Rio Grande do Sul Quality Award in 2004 and 2017. A sample of 72% of the Brazilian companies that received this Quality Award of the Gaucho Quality and Productivity Program in 2004 and 70.5% in 2017 were investigated. It can be affirmed that intellectual capital continues to be an essential asset, but during this period there have been some changes concerning the level of presence and importance among the elements that compose it. Regarding the changes in the influence of intellectual capital on organizational performance between 2004 and 2017, the results showed that intellectual capital, through human, structural and client capital, practically still has the same level of influence on organizational performance.