Gestão da satisfação e fidelidade do cliente :um estudo dos fatores que influenciam a satisfação e a fidelidade no turismo regional

This Thesis presents a contribution to the study of models of customer satisfaction, analyzing the relationship between construct satisfaction and its antecedents and consequences, carrying through a survey with tourists who live in states of northeast region, had used to travel by bus or their own car and used hotel of Natal in the period from march to june at 2004. The theory research is focused in concepts of customer satisfaction and loyalty, quality management system models and customer satisfaction measurement index models. For the field survey was applied a model with questions based on the norwegian customer satisfaction barometer - NCSB considered for Johnson et al., 2001 with 92 tourists. The results gotten for the multiple regression evidence that tourist satisfaction with respect to the hotel suffer fort influences of six drivers of quality and complaints management. However the factors that influencing tourist loyalty with hotel are affective commitment, satisfaction with the hotel and the complaints management

Desempenho muscular e equilíbriu postural em idosas frágeis residentes na comunidade

Human aging is physiological process causes alterations in several systems of the organism. In the musculoskeletal system, a main change is the decreased muscle strength, that in the lower extremity, compromises the ability to respond quickly with enough strength to prevent falls, causing alterations in postural balance. Currently, many researchers have study the human frailty, defined as a multifactorial syndrome, with excess of vulnerability to stressors, reducing ability in maintaining or regulating homeostasis. Its characteristics are directly related to physical function. Aim: To analyze muscle performance and postural balance in frail and pre-frail elderly women, and to compare them according with the frailty phenotypes criteria proposed by Fried 2001. Method: 39 frail elderly women living in the community, aged 65 years and older, were assessed muscle performance of lower extremity using isokinetic dynamometer and postural balance using Berg s balance scale and computerized baropodometry. Results: There was significant difference in plantar flexor, knee flexor and knee extensor strength, in anteroposterior (AP) oscillation with eyes open and on Berg s scores between groups. A weak correlation was observed between strength and balance. Conclusion: The results suggest that the frail elderly present worse muscle performance in lower extremity and worse postural balance compared to the pre-frail elderly. There were correlations between muscle performance and balance impairments in these elderly, but several variables are also involved in maintaining postural balance

Tradução, adaptação cultural e avaliação psicométrica da prova cognitiva de leganés em uma população idosa brasileira com baixo nível de escolaridade

Introdução: The scales of cognitive screening are important tools for early detection of dementia, creating the possibility of developing measures to slow this process and assist in the management of the disease. Objective: To validate the Leganés Cognitive Test (Prueba Cognitive de Leganés) (PCL) for cognitive screening in low educated elderly Brazilians. Methods: The study sample was composed of 59 elderly residents from the city of Santa Cruz, Brazil with low schooling levels. Reliability was analyzed with a 2-day interval between assessments, and concurrent validity was assessed using the Mini Mental State Examination (MMSE). Results: According to the PCL, the prevalence of dementia was 11.8%. The scale items showed a moderate to strong correlation between domains (p <0.01), and inter-rater reliability exhibited ICC = 0.81, 95% CI (0.72-0.88). Factor analysis resulted in two factors: memory and orientation. Interscale agreement was considered poor (k = - 0.02), supporting the hypothesis of an educational impact on final MMSE scores. Conclusion: The results suggest that PCL has acceptable levels of reliability for use in low educated elderly Brazilians

A Short Physical Performance Battery (SPPB) como preditora da fragilidade em idosos residentes na comunidade

Introduction: The SPPB provides information about physical function and is a predictor of adverse events in the elderly. Frailty is a multidimensional syndrome that increases susceptibility to diseases and disability. However it may be possible to prevent or postpone frailty if is identified early. Our objective is to analyze SPPB s ability in screening for frailty a community-dwelling young elderly from cities with distinct socioeconomic conditions. Methods: Data were originated from community dwelling adults (65-74 years old) in Canada (Saint Bruno; n = 60) and Brazil (Santa Cruz; n = 64). SPPB was used to assess physical performance. Frailty was defined as the presence of ≥ 3 of these criteria: weight loss, exhaustion, weakness, mobility limitation and low physical activity. One point was given for each criterion met, totalizing a frailty score ranged from 0 to 5. The Linear Regression and Receiver Operating Characteristics analyses were performed to evaluate the SPPB s screening ability. Results: Mean age was 69.48, 10.0% of the Saint Bruno s sample and 28.1% of Santa Cruz s were frail (p = 0.001), the SPPB score means were 9.6 and 8.5 respectively (p = 0.01). SPPB correlated with the frailty score (R2 = 0.33), with better results for Saint Bruno. A cutoff of 9 in SPPB had good sensitivity and specificity in discriminating frail from non frail in Saint Bruno (AUC = 0.81) but showed fair results in Santa Cruz (AUC = 0.61). Conclusion: The SPPB has moderate ability in predicting frailty among older adult s population, and is an useful test to identify people with good functionality and low frailty when SPPB scores are ≥9

Sono e síndrome da fragilidade em idosos residentes em instituições de longa permanência

Introduction: The aging process causes quantitative and qualitative changes in sleeping. Such changes affects more than half of the adults above 65 years old, that live in the community and 70% of the institutionalized, a great negative impact in their quality of life. One of the pathological displays of aging, that share some characteristics with sleeping disorders and predict similar results, is the Frailty Syndrome, that characterize the most weakened and vulnerable elderly. The way sleeping disorders play a role in the frailty pathogeneses remains uncertain. Objective: Evaluate the relation between the sleeping and the frailty syndrome on institutionalized elderly. Methodology: A transversal study was performed with 69 elderly in institutions in the city of João Pessoa PB. Were used the Pittsburgh Sleeping Quality Index and actigraphy to subjective and objective variables, respectively, and questionnaires and specific tests to frailty phenotype variant (Fried Frailty Criteria). In the statistic analysis were used the Pearson correlation test, Chi Square and One-way ANOVA test, with Tukey-Krammer posttest. Subsequently, a Simple Linear Regression model was built. On every statistical analysis were considered a confidence interval of 95% and a p < 0,05. Results: The sample was characterized by the prevalence of the frail (49,3%), women (62,3%), single (50,7%) and 77,52 (±7,82).The frail elderly obtained the worst sleeping quality 10,37 (±4,31) (f = 4,15, p = 0,02), when compared with the non-frail. The sleep latency influenced more the frailty (R2 = 0,13, β standard = 1,76, β = 0,41, p = 0,001). Weren t found differences between the standard resting-activity variable and the frailty phenotype categories. Conclusion: Sleeping alterations, including bad sleeping quality, prolonged sleep latency, low sleep efficiency and day drowsiness, influenced the frailty in institutionalized elderly

Apoio social e síndrome da fragilidade em idosos residentes na comunidade

Introduction: The frailty in the elderly is the result of a complex interplay between many social and clinical factors involved in its genesis. Although there is an understanding of its association with increased risk of adverse clinical outcomes, still it is unclear whether this syndrome can be aggravated due to lack of social support. So, the objective of this study was to analyze the association between social support and frailty syndrome in elderly community residents. Materials and methods: Observational analytical cross-sectional study, with a sample of 300 elderly living in the city of Natal-RN. Were collected informations about socialdemographic, economics and physical health data. The Social support was assessed by the status of cohabitation; marital status; contact frequency and diversity rate; received and given attendance frequency rate; and Map Minimum Relations of the Elderly. The frailty was assessed using the following criteria: unintentional weight loss, weakness, low physical activity, exhaustion and Slowness. To observe any possible associations, we performed the Pearson chi-square test, the Student t test and multivariate analysis using binary logistic regression, adopting a significance level of 5%. Results: It was observed that there were no associations of frailty with the social support variables, except for housekeeping mode (p = 0.046) of the MMRI. For the sociodemographic, economic, physical health and social support data, only age (p <0.001), sedentary lifestyle (p = 0.002) and poor perceived health (p = 0.001) were the ones that remained in the logistic regression model, with strong association for the presence of frailty. Conclusion: Among the variables related to social support, only to help with housekeeping was significantly associated with frailty. However, more studies need to be developed to characterize the social vulnerability, as well as health services need to recognize the importance of social support as an integral part of care for the elderly

Sintomatologia depressiva e concentrações do cortisol em idosos residentes na comunidade: um estudo transversal

Introdução: Vem sendo crescente o número de pesquisas que buscam o entendimento das relações entre os desfechos adversos à saúde e as concentrações do cortisol salivar, o qual é um marcador de estresse biológico. O cortisol parece seguir dois estágios de resposta: em situações de baixo/moderado estresse ocorre ativação do eixo Hipotálamo-Pituitária-Adrenal, aumentando o nível do cortisol, entretanto, quando o estresse persiste, o eixo HPA parece tornar-se hipoativo. A sintomatologia depressiva parece ter relação com as concentrações do cortisol, no entanto, essa relação é controversa na literatura. Objetivo: Analisar a relação entre sintomatologia depressiva e concentrações do cortisol em uma amostra de idosos do Nordeste brasileiro, residentes na comunidade. Métodos: Estudo observacional analítico, de caráter transversal, em uma amostra de 256 idosos (≥ 65 anos), residentes na comunidade. A sintomatologia depressiva foi avaliada pela versão brasileira da Center for Epidemiologic Studies-Depression Scale (≥ 16) e as concentrações do cortisol através da coleta salivar (ao acordar, 30 minutos após acordar, 60 minutos após acordar, às 15 horas e antes de dormir), além de medidas compostas. Como co-variáveis foram avaliadas condições sociodemográficas e de saúde. Para análise das medidas do cortisol entre idosos com e sem presença da sintomatologia depressiva, e entre os sexos, foi realizado o teste t de Student. Para verificar as diferenças entre as medidas do cortisol em cada curva foi utilizada a Análise de Variância (ANOVA) de medidas repetidas, com teste post-hoc de Bonferroni. Resultados: Houve diferença significativa para a medida de cortisol salivar ao acordar, entre os idosos com presença e ausência da sintomatologia depressiva (p=0,04). Não houve significância em relação ao sexo. Na análise entre as medidas de cada curva, foi observado que nos idosos com sintomatologia depressiva a 1ª medida não teve diferença significativa em relação à 2ª e 3ª medidas. Além disso, não houve diferença significativa da 4ª medida em relação à 5ª, demonstrando um maior nível noturno de cortisol para os idosos com sintomatologia depressiva, sem declínio, com aspecto plano da curva. Conclusão: Parece existir relação entre sintomatologia depressiva e hipocortisolismo. Entretanto, no Brasil, as condições adversas de vida podem levar ao estresse crônico e serem fatores fortes suficientes para sobrepor maiores diferenças que pudessem existir em relação à presença da sintomatologia depressiva

Ocupação de área e interações de golfinhos-rotadores (Stenella longirostris) com o turismo náutico no Arquipélago de Noronha/PE, Brasil

Several works characterize the presence of spinner dolphins at Fernando de Noronha Archipelago in the Dolphins Bay. Though, the dolphins abidance inside this cove has decreased and a new area has been occupied by the animals to achieve the same behaviors, that are resting, breeding and nursing. This area comprises the Inside Sea northeast border of Fernando s de Noronha Island, including the opposing Middle and Dog shore area, the San Antonio Bay and the Between Islands region. The aim was to characterize the dolphins occupation and describe their interactions with the tourism in this area. Data were collected in 2008 and 2009 through a fixed point observation. The study area was divided into seven sub-areas, recording: presence/absence of dolphins, days abidance endurance, abidance length in each area, estimated number of individuals, dolphins direction and speed of displacement, boats presence, interaction period, monitoring, boats attitude and velocity. The dolphins abidance time displayed the same pattern during both years of study, with the higher occupancy in the Between Islands region. Groups with farther than 200 individuals were more frequent both 2008 (46.2%) and 2009 (42.3%). Thus the displacement s slow speed as the preferred direction towards Rat Island also showed the same pattern in both years. The Between Islands region also presented the boats major abidance near the dolphins groups. Boats moved farther in slow speed (95%) than at high speed (5%). The legislation s compliance for the cetaceans protection occurred in 89.7% of 2.839 interactions between boats and spinners, in which this variable was recorded. Whenever boats moved at a slow speed during the meetings with spinner dolphins groups, animals also moved at a slow speed (n = 337), significantly more than the fast displacements (n = 128) ix or "porpoise" (n = 4) (X2 = 318.543, p = -0.001). When boats quickly passed by groups, a significant difference between the dolphins displacement speeds was observed (X2 = 18.264, p =- 0.001), however, the slow (47%) and fast (47% ) displacements frequency was equal, noted the difference with the porpoise displacements (6%), which had the lowest frequency. Data indicate the establishment of a new occupation pattern of the spinner dolphins at Fernando de Noronha, with the Between Islands area being of great importance to the dolphins habits and currently the main area of the boats meeting with the dolphins, showing the need of new conservation measures in this area

De vilarejo a cidade: identidade de lugar de moradores nativos de Tibau do Sul-RN

This study aimed to analyze some indicators of the restructuring process of place identity of natives resident in Tibau do Sul, a coastal town in the state of Rio Grande do Norte state, in relation to changes occurring in this locale in the last few decades. The concept of place identity a complex psychological structure in constant process of restructuring stresses the focus of this analysis on the aspects referring to the relationships of people with their physical and social environment throughout the transition process from the former village of fishermen and peasant farmers to the current growing town. Interviews with insider informants on local history were carried out as a preliminary step to getting in touch with the native participants. In total, 29 native local residents were interviewed, according to a wide range of personal and professional roles, focusing on their cognitions in regard to their past and present relationships with this context, as well as those related to expectancy for the future. The analysis focused both on the elements of distinctiveness, continuity, self-esteem and self-efficacy, and on how each of them have been valued (positive or negative). The participants evaluations of themselves and of the locale, as well as their distinctions in relation to others (people and places) were, in general, very positive. Many elements of group and place continuity, and the possibility of the satisfaction of their needs were highlighted positively, especially comparing to similar situations in the past. The development of the town, related to tourism as well as to other former economic activities, seemed to contribute to the restructuring process of place identity in a way of achieving desirable states for its structure. The broadening of the analysis to consider a wider spatial and temporal context, however, shows that such positive evaluation can be said to hinder some coping strategies of local residents faced with unsustainable economic activities, oftentimes handled to favor a minority of the population

Turismo e meio ambiente: uma análise do ecoturismo e sua contribuição sócio-ambiental no distrito matutuine: caso da reserva especial de Maputo Moçambique

Mozambique holds a potential for tourism development, especially for nature tourism, due to the existence of conservation areas around the country. The Maputo Special Reserve (MES) is considered as one of the most important conservation area and has benefited from investment in order to incruse the development of tourism in the region. Currently the number of visitors to MES has grown substantially with the intention to develop recreational activities related to ecotourism. Now the challenge lies in the way of optimizing opportunities for tourism development in order to achieve economic benefitis reduction the lead to poverty, without degrading the environment. Ecotourism face the demands and environmental discussions has been assumed as an alternative to the tourist market focused on protected areas, as it is believed that this segment is able to reconcile tourism development and simultaneously improve the conservation of the natural environment and still ensure the recovery of local communities and promoting their welfare. This study aims to analyze, from the perception of the local community, social and environmental contribution of ecotourism in Maputo Special Reserve, Mozambique. The research sought to investigate the relationship between ecotourism development in the region and generate benefits for the socio-environmental communities for residents. To achieve the objective, was chosen a critical analysis about the generation of socio-environmental benefits versus ecotourism in which we opted for a qualitative and quantitative approach seeking to establish the degree of agreement and disagreement about the benefits generated by ecotourism through interviews with community members

O processo de urbanização turística em Natal: a perspectiva do residente

The objective of the study was to analyze and discuss the process of urbanization in the tourist city of Natal focusing on the actions of the resident agent as a producer of space tourism. The production and expertise in the areas of the city for the performance of tourism have led to the intensification of social problems of nature that comes to few expelling the residents of the beaches. The cut space of the study included the four beaches of Natal / RN, the praias do Centro, Via Costeira, Ponta Negra beach in the Redinha. For this, was conducted a case study, using the technique of questioning, with the application of one hundred and sixteen (116) questionnaires to residents, with age from thirty-five years, between the four of the City Administrative Regions. The results show that the process of urbanization has interferido tourism on the practices of the recreation of residents in the areas as tourism has shown a trend seen in the intensifying problems of social order, such as prostitution, insecurity, pollution of beaches, etc. The combination of these problems are reflected negatively on the tourist areas and are gradually removing the residents. Through this framework problematic, given to tourist areas in the city, the resident still has not positioned the way criticizes the defense of these, choosing not express or adopting a form of discrete event, such as the gradual exit of the areas and electing tourist beaches in other municipalities. The results are of great significance for the direction of a trip planning committed with the participation of the resident in the planning process. The study is to corroborate with the importance of the participation of the resident, before the trip planning, as it is a fundamental agent for the sustainability of space tourism

A vilegiatura marítima e a urbanização em Tibau/RN

This research aims the analysis of the urbanization process that has taken place in the coastal city of Tibau/RN in the period comprising 1980-2012, due to the (re) production of space to consumption of leisure and recreation, through the so called practice of Maritime Villeggiatura. Such practice exists so that people settle temporarily on the beach as a second home, interfering in the Regulation of the land use as well as in the urban planning of Tibau, promoting urbanization based in the logic of leisure, with enormous capacity for appropriation and space consumption. The practice of Maritime Villeggiatura in Tibau began in the late nineteenth century, becoming more relevant in the 1980s, when the practice became fashionable for the citizens of Mossoró City, in view of their economic strength, and consumption power to invest in this type of domicile. Tibau has become a great depository of second homes for leisure practice, which contributed even to the city administrative and political emancipation in 1997. The intensification of Real Estate activities, expanding second homes along the coast, results in the urbanization of Tibau territory with the assistance of Local Government, whom was interested in entering Tibau on the State tourism routes. The used methodology comprised literature review, data collection and local observation. Questionnaires were applied in the form of interviews to the villeggiaturistas, local residents, business and trade services local companies, a local agricultural firm named Agricultura Famosa Ltda., Municipal government and the Association of Senior Citizens of the municipality of Tibau. A photographic record was made to visualize the urbanization evolution of Tibau. It has also been taken georeference measures of the area object of study in this research, in order to analyze the use and occupation of the territory by urban and social agents villeggiaturistas and residents. The conclusion is that the urbanization process that has been taken in Tibau occurred along the coast shore, with low population density, and therefore creating difficulties to governance of the Municipal government. Real Estate Sector has been promoting the value increase of urban land in order to fragment the space with private condominiums segregating local resident population to outlying areas of the city, away from the coastline and lacking infrastructure and basic urban services