Banca de QUALIFICAÇÃO: CLAUDIA GONÇALVES GALINARI

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : CLAUDIA GONÇALVES GALINARI
DATE: 26/11/2024
TIME: 15:30
LOCAL: Sala 101 Bloco 1C - Laboratório de Informática
TITLE:

HUMANIZATION OF ACCESS TO JUSTICE IN THE JUDICIARY OF THE STATE OF RONDONIA IN THE DIGITAL AGE

KEY WORDS:

Service Humanization, Judiciary, Digitalization, ServQual, Justice Access

PAGES: 100
BIG AREA: Outra
AREA: Multidisciplinar
SUMMARY:

This study investigated the quality of service provided by the Judiciary of the State of Rondonia, emphasizing humanizing services in a context of increasing digitalization. The research involved 146 participants and used structured questionnaires based on the ServQual model to evaluate five dimensions: accessibility, responsiveness, reliability, security, and empathy. The results revealed that although digital tools such as the Electronic Judicial Process (PJE) and the Virtual Counter have brought significant advances, there are still challenges, such as digital exclusion and a lack of transparency in some processes. The data indicate that, despite general user satisfaction, there is a need for more significant investment in staff training to ensure a more humanized service, focusing on empathy, clarity in communication, and conflict resolution. The study also suggests combining digital and in-person channels and implementing digital education programs for vulnerable populations. Key contributions include identifying the gaps between users' expectations and the reality of the services provided, as well as proposing strategies to improve service. Limitations include the small sample size and the lack of a longitudinal analysis. For future research, it is suggested that the sample be expanded, different user profiles be included, and emerging technologies should be investigated to personalize service. It is concluded that humanizing service and technological advancements are essential to ensure equitable access to justice.

COMMITTEE MEMBERS:
Presidente - 1738844 - CAROLINA YUKARI VELUDO WATANABE
Interna - 1718398 - THAIS BERNARDES MAGANHINI
Externo ao Programa - 396644 - CLARIDES HENRICH DE BARBA - UNIR