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

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

International Journal of Business Performance Management, 2020, vol. 21, issue 4, 437-454

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.

Keywords: ombudsman; performance; performance measurement; ombudsman performance; evaluation; performance measurement system; public interest; educational services; public sector; Brazil; Brazilian public higher education institutions. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbpma:v:21:y:2020:i:4:p:437-454

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