Perceived quality and user satisfaction: an evaluation of a Brazilian transparency portal

Purpose This study aims to investigate perceived quality and user satisfaction with a Brazilian Transparency Portal. Design/methodology/approach A survey was conducted with a sample of 410 users of the Transparency Portal. Findings The results indicate partial agreement regarding users’ perception of the Portal’s quality, assessed through three dimensions (SQ: System Quality, IQ: Information Quality, OQ: Operation Quality). The main challenges identified are related to data location and information retrieval (SQ), accuracy and comprehensibility of the information (IQ) and users’ ability to obtain the needed data and information within the shortest possible access time (OQ). Improvement opportunities identified include: (a) IQ: implementing advanced search filters and quick search functions, reference terms, keywords or related words to facilitate information retrieval, as well as including and providing supplementary materials such as reference documents and cost information spreadsheets; (b) SQ: offering tutorials and guidance materials to improve navigation and accessibility for users with lower levels of digital literacy and expertise; and (c) OQ: making access and dissemination of information more user-friendly for those with limited digital skills, increasing file-loading speed and expanding access formats. Originality/value This study contributes by evaluating both quality and user satisfaction with a Brazilian Transparency Portal, and by proposing a new measure for assessing quality.