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Measuring ombudsman performance: evidence from Brazilian ombudsman offices in public higher education institutions

Author

Listed:
  • Josiane De Fatima Rosa Da Silva
  • Glauco Henrique De Sousa Mendes
  • Jorge Henrique De Oliveira Silva
  • Gilberto Miller Devos Ganga
  • Manoel Fernandes Martins
  • Ricardo Coser Mergulhão

Abstract

This article aims to examine the performance measurement practices implemented by ombudsman offices of Brazilian public higher education institutions (BPHEI) and their impact on the ombudsman's effectiveness. Data collection involved a survey method, and the structural equation modelling technique was used to test the research hypothesis. The results indicate a low maturity level regarding the use of performance practices for BPHEI ombudsmen. However, when they are implemented, they have a positive impact on the practices of ombudsman offices and their effectiveness. The article concludes with a discussion about how the study extends previous research on ombudsman performance and the implications for practitioners and future research.

Suggested Citation

  • Josiane De Fatima Rosa Da Silva & Glauco Henrique De Sousa Mendes & Jorge Henrique De Oliveira Silva & Gilberto Miller Devos Ganga & Manoel Fernandes Martins & Ricardo Coser Mergulhão, 2020. "Measuring ombudsman performance: evidence from Brazilian ombudsman offices in public higher education institutions," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 21(4), pages 437-454.
    • Handle: RePEc:ids:ijbpma:v:21:y:2020:i:4:p:437-454
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