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Previous issue date: 2006-05-19 === This dissertation of Mestrado investigated the performance and quality of web sites. The target of the research is the proposal of an integrated model of evaluation of services of digital information in web educational sites. The universe of the research was constituted by eighteen Brazilian Universities that offer after-graduation courses, in the levels of mestrado and doutorado in the area of Engineering of Production. The adopted methodology was a descriptive and exploratory research, using the technique of systematic comment and focus group, for the collection of the data, using itself changeable independent dependents and, through the application of two instruments of research. The analysis protocol was the instrument adopted for evaluation and attainment of qualitative results. E the analysis grating was applied for evaluation and attainment of the quantitative results. The qualitative results had identified to the lack of standardization of web sites, under the attributes of content, hierarchy of information, design of the colors and letters. It of accessibility for carriers of auditory and visual special necessities was observed inexistence, as well as the lack of convergence of medias and assistivas technologies. The language of the sites also was evaluated and all present Portuguese only language. The general result demonstrated in grafico and tables with classification of the Universities, predominating the Good note As for the quantitative results, analysis method ed was estatistico, in order to get the descriptive and inferencial result between the dependent and independent variaveis. How much a category of analysis of the services of the evaluated sites, was found it props up and the index generality weighed. These results had served of base for ranking of existence or inexistence the Universities, how much of the information of services in its web sites. In analysis inferencial the result of the test of correlation or association of the independent variaveis (level, concept of the CAPES and period of existence of the program) with the caracteristicas, called was gotten categories of services. For this analysis the estatisticos methods had been used: coefficient of Spearman and the Test of Fisher. But the category you discipline of the Program of Mestrado presented significance with variavel independent and concept of the CAPES. Main conclusion of this study it was ausencia of satandardization o how much to the subjective aspects, design, hierarchy of information navigability and content precision and the accessibility inexistence and convergence. How much to the quantitative aspects, the information services offered by web sites of the evaluated Universities, still they do not present a satisfactory and including quality. Absence of strategies, adoption of tools web, techniques of institucional marketing and services that become them more interactive, navigable is perceived and with aggregate value === Esta disserta??o de Mestrado investigou a performance e qualidade de web sites. O escopo da pesquisa ? a proposi??o de um modelo integrado de avalia??o de servi?os de informa??o digital em web sites educacionais. O universo da pesquisa foi constitu?do por dezoito Universidades brasileiras, que ofertam cursos de p?s-gradua??o, nos n?veis de mestrado e doutorado na ?rea de Engenharia de Produ??o. A metodologia adotada foi uma pesquisa descritiva e explorat?ria, utilizando a t?cnica de observa??o sistem?tica e o focus group, para a coleta dos dados, utilizando-se vari?veis dependentes e independentes, atrav?s da aplica??o de dois instrumentos de pesquisa. O protocolo de an?lise foi o instrumento adotado para avalia??o e obten??o de resultados qualitativos. E a grade de an?lise foi aplicada para avalia??o e obten??o dos resultados quantitativos. Os resultados qualitativos identificaram a falta de padroniza??o dos web sites, sob os atributos de conte?do, hierarquia de informa??es, design das cores e letras. Observou-se a inexist?ncia de acessibilidade para portadores de necessidades especiais auditivas e visuais, bem como a falta de converg?ncia de m?dias e tecnologias assistivas. O idioma dos sites, tamb?m foi avaliado e todos apresentam o portugu?s como ?nico idioma. O resultado geral ? demonstrado em gr?fico e tabelas com a classifica??o das Universidades, predominando a nota Bom. No que se refere aos resultados quantitativos, o m?todo de an?lise adotado foi estat?stico, a fim de obter o resultado descritivo e inferencial entre as vari?veis dependentes e independentes. Quanto ? categoria de an?lise dos servi?os dos sites avaliados, foi encontrado o Escore M?dio Ponderado (EGP) e o ?ndice Geral Ponderado (IGP). Esses resultados serviram de base para o ranking das Universidades, quanto ? exist?ncia ou inexist?ncia dos servi?os de informa??o nos seus web sites. Na an?lise inferencial foi obtido o resultado do teste de correla??o e associa??o das vari?veis independentes (n?vel, conceito da CAPES e per?odo de exist?ncia do programa) com as caracter?sticas, denominadas categorias de servi?os. Para esta an?lise foram usados os m?todos estat?sticos: coeficiente de Spearman e o Teste de Fisher. Apenas a categoria Disciplinas do Programa de Mestrado apresentou signific?ncia com a vari?vel independente conceito da CAPES. A principal conclus?o deste estudo ? a aus?ncia de padroniza??o quanto aos aspectos subjetivos, design, hierarquia da informa??o, navegabilidade e precis?o de conte?do e a inexist?ncia de acessibilidade e converg?ncia. Quanto aos aspectos quantitativos, os servi?os de informa??o ofertados pelos web sites das Universidades avaliadas, ainda n?o apresentam uma qualidade satisfat?ria e abrangente. Percebe-se aus?ncia de estrat?gias, de ado??o de ferramentas web, de t?cnicas de marketing institucional e servi?os que os tornem mais interativos, naveg?veis e com valor agregado
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