O impacto das capabilidades analíticas organizacionais na qualidade do serviço percebida: um estudo nas incubadoras de empresas brasileiras

Abstract

This research was developed in order to measure the impact of Organizational Analytical Capabilities for a better perception of Perceived Service Quality, using Brazilian Business Incubators and their Incubated Companies as a field of study. Specifically, we also sought to understand the relevance of the indicators that measure Perceived Service Quality for the field of analysis, from a deeper appreciation of the perception of Incubated Companies in relation to these indicators. In this paper, Perceived Service Quality was understood as a perception’s measure of Incubated Companies in relation to the service provided by Business Incubators, and the SERVPERF scale was used as a measuring instrument for this perception. From this context, this dissertation can be classified as an exploratory/descriptive research, qualitative and quantitative nature, as it seeks to adapt, to the researched reality, a measurement scale widely known by researchers in the area, using semi-structured interviews with managers of Incubated Companies; and to statistically measure the relationship between two constructs by applying a Survey and using statistical tests. For the quantitative phase, the existence of Organizational Analytical Capabilities in the Business Incubators and the Perceived Service Quality by the Incubated Companies was measured, and a paired sample, formed by the two groups of respondents, was used to measure the relationship between constructs. Thus, the data analysis technique used to assess the hypothesized relationship and test the quality of the proposed theoretical model was the structural equation modeling using the Smart PLS-SEM 3.0 software. The results indicate that the model has predictive capacity, but the exogenous construct has little impact on the endogenous construct, and it is necessary to look for new relationships that can increase the predictive capacity of the model.