Gestão da satisfação e fidelidade do cliente: um estudo em uma instituição de ensino superior

This Master of Science Thesis deals with the customer satisfaction and loyalty focusing on a private higher education institution in Belém city, Brazil. The literature review focuses on costumer satisfaction and loyalty concepts and theory, models of quality managing systems and methodologies of costumer satisfaction measurement. The research was a survey with a random stratified sample of 329 undergraduate students of Business Administration at the Faculdade do Pará , in the morning and the night periods. The data analysis was made through the descriptive statistics and multiple regression analysis. The main findings are that the model was satisfactory and the main factors affecting Satisfaction to the School were Best Professor Didatics (beta=0.297), Courses Contents (beta=0.280), Clerks Sympathy (beta=0.201), and Number of Students in Classroom (beta=0,187) with a adjusted R2 = 0,47. The main factors affecting School Loyalty with an adjusted R2 = 0,43 were School Image (beta=0.383), Affective Commitment (beta=0.255), and Satisfaction with Professors (beta=0,218). The findings suggest also that may be differences between the set of students and those that complain for something

Técnica de controle adaptativo robusto aplicada a filtros ativos de potência e paralelo

The Methods for compensation of harmonic currents and voltages have been widely used since these methods allow to reduce to acceptable levels the harmonic distortion in the voltages or currents in a power system, and also compensate reactive. The reduction of harmonics and reactive contributes to the reduction of losses in transmission lines and electrical machinery, increasing the power factor, reduce the occurrence of overvoltage and overcurrent. The active power filter is the most efficient method for compensation of harmonic currents and voltages. The active power filter is necessary to use current and voltage controllers loop. Conventionally, the current and voltage control loop of active filter has been done by proportional controllers integrative. This work, investigated the use of a robust adaptive control technique on the shunt active power filter current and voltage control loop to increase robustness and improve the performance of active filter to compensate for harmonics. The proposed control scheme is based on a combination of techniques for adaptive control pole placement and variable structure. The advantages of the proposed method over conventional ones are: lower total harmonic distortion, more flexibility, adaptability and robustness to the system. Moreover, the proposed control scheme improves the performance and improves the transient of active filter. The validation of the proposed technique was verified initially by a simulation program implemented in C++ language and then experimental results were obtained using a prototype three-phase active filter of 1 kVA

Sistema de gerência de informação de processos industriais via Web

The structure of Industrial Automation bases on a hierarchical pyramid, where restricted information islands are created. Those information islands are characterized by systems where hardware and software used are proprietors. In other words, they are supplied for just a manufacturer, doing with that customer is entailed to that supplier. That solution causes great damages to companies. Once the connection and integration with other equipments, that are not of own supplier, it is very complicated. Several times it is impossible of being accomplished, because of high cost of solution or for technical incompatibility. This work consists to specify and to implement the visualization module via Web of GERINF. GERINF is a FINEP/CTPetro project that has the objective of developing a software for information management in industrial processes. GERINF is divided in three modules: visualization via Web, compress and storage and communication module. Are presented results of the utilization of a proposed system to information management of a Natural Gas collected Unit of Guamar´e on the PETROBRAS UN-RNCE.

Análise da viabilidade econômica de um sistema de aquecimento solar de água para uma empresa do setor hoteleiro

This paper presents an analysis of technical and financial feasibility of the use of a solar system for water heating in a fictitious hotel located in the Northeast region. Thereunto it is used techniques of solar collectors´ sizing and methods of financial mathematics, such as Net Present Value (NPV), Internal Rate of Return (IRR) and Payback. It will also be presented a sensitivity analysis to verify which are the factors that impact the viability of the solar heating. Comparative analysis will be used concerning three cities of distinct regions of Brazil: Curitiba, Belém and João Pessoa. The viability of using a solar heating system will be demonstrated to the whole Brazil, especially to the northeast region as it is the most viable for such an application of solar power because of its high levels of solar radiation. Among the cities examined for a future installation of solar heating systems for water heating in the hotel chain, João Pessoa was the one that has proved more viable.

Estudo da incorporação de resíduo industrial polimérico ao CAP

This work presents the incorporation of an industrial polymeric waste into a petroleum asphalt cement with penetration grade 50-60 (CAP 50-60). The main goal of this research is the development of a polymer-modified asphalt, with improvements in its physical properties, in order to obtain a more resistant material to the traffic loads. Furthermore, the use of this polymeric waste will result in economic and environmental benefits. The CAP 50-60 used in this research was kindly supplied by LUBNOR Lubrificantes e Derivados de Petróleo do Nordeste (produced in Fazenda Belém Aracati - Ceará) and the industrial polymeric waste was provided by a button manufacturer industry, located in Rio Grande do Norte state. This polymeric waste represents an environmental problem due to its difficulty in recycling and disposal, being necessary the payment by the industry to a landfill. The difficulty in its reuse is for being this material a termofixed polymer, as a result, the button chips resulting from the molding process cannot be employed for the same purpose. The first step in this research was the characterization of the polymeric waste, using Differential Scanning Calorimetry (DSC) Infrared spectroscopy (IR spectroscopy), and Thermogravimetric analysis (TGA). Based on the results, the material was classified as unsaturated polyester. After, laboratory experiments were accomplished seeking to incorporate the polymeric waste into the asphalt binder according to a 23 experimental factorial design, using as main factors: the polymer content (2%, 7% and 14%), the temperature of the mixture (140 and 180 oC) and the reaction time (20 and 60 minutes). The characterization of the polymer-modified asphalt was accomplished by traditional tests, such as: penetration, ring and ball softening point, viscosity, ductility and flash point temperature. The obtained results demonstrated that the addition of the polymeric waste into the asphalt binder modified some of its physical properties. However, this addition can be considered as a feasible alternative for the use of the polymeric waste, which is a serious environmental and technological problem.

Aplicação de microemulsões na solubilização de frações pesadas de petróleo

This work presents studies related to the use of microemulsions in the solubilization of heavy crude oil fractions responsible by the formation of deposits. The first stage of the work was addressed to the construction of phases diagrams, with the intention of determining the area within which the microemulsion is formed. The following systems were studied: UNITOL L 90 n-Butanol - Water - Kerosene (system 1); UNITOL L 90 - n-Butanol - Water - Xylene (system 2); UNITOL L 90 n-Butanol - Water - Kerosene/Xylene 10% (system 3); UNITOL L 90 - Sec-Butanol - Water - Xylene (system 4). In parallel experiments of physical adsorption were carried out by the static method, with the intention of simulating natural conditions of reservoirs. Crude oil of the Fazenda Belém field (Rio Grande do Norte), was used as solute, xylene as solvent and the Assu sandstone (Rio Grande do Norte, Brazil) and Botucatu sandstone (Paraná, Brazil) as rock reservoirs. The curves of adsorption presented the S format type, in agreement with the classification proposed by Giles, Smith and Huitson (1974). The solubilization process was accomplished in the batch method, by varying the time of agitation, the microemulsions and the solid/solution ratio. The experiments showed that the microemulsions presented high efficiency in the solubilization of the crude oil adsorbed on the sandstones. System 2 presented an efficiency of 99% for the Assu sandstone and 97% for the Botucatu sandstone

Adsorção do corante amarelo reativo BF-4G 200% por argila esmectita

This study aimed to evaluate the potential use of smectite clays for color removal of textile effluents. The experiments were performed by testing exploratory/planning method factorial and fractional factorial where the factors and levels are predetermined. The smectite clays were used originating from gypsum hub of the region Araripe-PE, and the dye used was Reactive Yellow BF-4G 200%. The smectite clay was collected and transported to the Laboratory of Soil Physics of UFRPE, where it held its preparation through air drying, lump breaking and classification in sieve to then submit it to the adsorption process. Upon completion of 22 complete factorial design it was concluded that the values of (96, 96,5 and 95,8%) corresponding to the percentage of of removal for "in-kind", chemically and thermally activated, respectively and adsorbed amounts of (4,80, 4,61 and 4,74 mg/g) for three clays. Showed that the activation processes used did not increase the adsorption capacity of smectite clay. The kinetic data were best fitted to the Freundlich isotherm, with an exponential distribution of active sites and that shows above the Langmuir equation for adsorption of cations and anions by clays. The kinetic model that best adapted to the results was the pseudosecond order model. In the factorial design study 24-1, at concentrations up to 500 mg/L obtains high percentage of color removal (92,37, 90,92 and 93,40%) and adsorbed amount (230,94, 227,31 and 233,50 mg/g) for three clays. The kinetic data fitted well to Langmuir and Freundlich isotherms. The kinetic model that best adapted to the results was the pseudosecond order model

Extração de metais pesados de efluentes da indústria do petróleo utilizando derivados de óleos vegetais como extratantes

The study of a promising alternative for the treatment of produced water from the oil industry envisaging its reuse was the focus of this work. Millions of liters of water are generated per day, containing heavy metals in low concentrations (< 0,15 mg/L for Pb, <0,04 mg/L for Cd, <0,04 mg/L for Ni). The technology applied to extract these metals from aqueous phase was the solvent extraction and the extratants used were vegetable oils originated from coconut oil. They can be used in natural form or as derivatives, known as MAC - Mixture of Carboxílics Acids. The determination of the heavy metal con¬centrations in a complex matrix was made by using the atomic absorption spectrometry technique (AAS). On the bench tests using synthetics aqueous solutions containing metals, vegetable oils showed no power to extract the metals studied. The extractant MAC was selective for the Pb> Cd> Ni, in the concentration of 8% in the same organic phase. In this condition, the lower efficiency of extraction obtained was 92% for the Pb, 69% for the Cd, in the range of pH ranging from 6 to 8. An experimental planning was conducted for continuous tests. The device used was called MDIF Misturador-Decantador à Inversão de Fases and the aqueous phase was produced water from Pólo Indutrial de Guamaré/RN . No correlation between the studied variables (concentration of metal, concentration of extratant and agitation in the mixing chamer) could be obtained, because of possible factors which occurred as: variation in the composition of the studied sample, phenomena of precipitation and complexation of metals in the reservoir of feed, solubility of extratant

Avaliação do potencial fitorremediador da mamona (Ricinus communis L.) e girassol (Helianthus annuus L.) quanto à remoção de chumbo e tolueno em efluentes sintéticos.

The development of research that aim to reduce or even eliminate the environmental impacts provided by anthropogenic actions. One of these main action is the discard of industrial waste in the biotic compartments such as soil, water and air, gained more space in academic settings and in private. A technique of phytoremediation involving the use of plants (trees, shrubs, creepers and aquatic) and their associated microorganisms in order to remove, degrade or isolate toxic substances to the environment. This study aimed to evaluate the potential for phytoremediation of castor bean (Ricinus communis L.) and sunflower (Helianthus annuus L.), wild crops suitable region of Rio Grande do Norte, to reduce concentrations of lead and toluene present in synthetic wastewater that simulate the characteristics of treated water production originated in the petrochemical Guamaré. The experiment was accomplished in randomized blocks in four replicates. Seeds of BRS Energy for the development of seedlings of castor beans and sunflower for Catissol 01, both provided by EMPARN (Empresa de Pesquisa Agropecuária do Rio Grande do Norte) were used. Lead concentrations tested were 250, 500 and 1000 mg/L called T2, T3 and T4, respectively, for toluene the concentrations used were 125, 256 and 501 μg/L, called T5, T6 and T7, respectively. The data for removal of lead in relation to sewage systems applied in castor bean and sunflower were 43.89 and 51.85% (T2), 73.60 and 73.74% (T3) and 85.66 and 87.80 % (T4), respectively, and toluene were approximately 52.12 and 25.54% (T5), 55.10 and 58.05% (T6) and 79.77 and 74.76% (T7) for castor and sunflower seeds, respectively. From the data obtained, it can be deduce that mechanisms involved in reducing the contaminants were of phytoextraction, in relation to lead and phytodegradation for toluene. However, it can be concluded that the castor bean and sunflower crops can be used in exhaust after-treatment of industrial effluents that have this type of contaminant

Obtenção de emulsões asfálticas modificadas utilizando resíduos industriais

The main objective of this research was the development and characterization of conventional and modified cationic asphalt emulsions. The asphalt emulsions were developed by using the Petroleum Asphalt Cement (CAP 50-70) from Fazenda Belém (Petrobras -Aracati-Ce). The first step in this research was the development of the oil phase (asphalt + solvent) and the aqueous phase (water + emulsifying agent + acid + additives), separately. During the experiments for the obtaining of the conventional asphalt emulsion, the concentration of each constituent was evaluated. For the obtaining of the oil phase, kerosene was used as solvent at 15 and 20 wt.%. For the development of the aqueous phase, the emulsifying agent was used at 0.3 and 3.0 wt.%, whereas the acid and the additive were set at 0.3 wt.%. The percentage of asphalt in the asphalt emulsion was varied in 50, 55, and 60 wt.% and the heating temperature was set at 120 °C. The aqueous phase in the asphalt emulsion was varied from 16.4 to 34.1 wt.% and the heating temperature was set at 60 °C. After the obtaining of the oil and the aqueous phases, they were added at a colloidal mill, remaining under constant stirring and heating during 15 minutes. Each asphalt emulsion was evaluated considering: sieve analysis, Saybolt Furol viscosity, pH determination, settlement and storage stability, residue by evaporation, and penetration of residue. After the characterization of conventional emulsions, it was chosen the one that presented all properties in accordance with Brazilian specifications (DNER-EM 369/97). This emulsion was used for the development of all modified asphalt emulsions. Three polymeric industrial residues were used as modifier agents: one from a clothing button industry (cutouts of clothing buttons) and two from a footwear industry (cutouts of sandals and tennis shoes soles), all industries located at Rio Grande do Norte State (Brazil).The polymeric residues were added into the asphalt emulsion (1 to 6 wt.%) and the same characterization rehearsals were accomplished. After characterization, it were developed the cold-mix asphalts. It was used the Marshall mix design. For cold-mix asphalt using the conventional emulsion, it was used 5, 6 and 7 wt.% asphalt emulsion. The conventional mixtures presented stability values according Brazilian specification (DNER-369/97). For mixtures containing asphalt modified emulsions, it was observed that the best results were obtained with emulsions modified by button residue

Estudo da circulação hidrodinâmica e da dispersão de óleo na zona costeira entre Macau e Galinhos RN

This paper presents a study on coastal hydrodynamics and the spread of an oil spill in waters off Macau and Galinhos, on the east coast of the state of Rio Grande do Norte in Northeast Brazil. This area has a very marked coastal dynamic owing to the complexity of its geomorphological features, developed in a regime of semidiurnal mesotides involving reefs, spits, estuaries, mangroves, lakes and dunes. The region also plays an important role in the socioeconomic development of the state, given that the production of oil, natural gas, salt and shrimp is concentrated there. The series of oil platforms is interconnected by a pipeline system that carries oil to the local terminal. This pipeline could leak at any moment, causing immense ecological damage. To gauge the risks of an oil leak and resulting contamination of the coastal region, two hydrodynamic scenarios were simulated. The results obtained were used to implement a contaminant transport model with the creation of various oil leak scenarios modeled at different volumes (from small to large) and intensities (sporadic and continuous), at points considered critical for the model (on two platforms and at two pipeline intersections), under different wind (summer and winter) and tidal (high and low at new, full and quarter moon phases) conditions. The use of hydrodynamic circulation computer models as a tool for representing a real project design has been increasingly frequent in recent years, given that they enable the realistic simulation of the hydrodynamic circulation pattern in bodies of water and an analysis of the impacts caused by contaminants released into the water. This study used the computer models contained in SisBAHIA®, in continuous development in the area of Coastal Engineering and Oceanography at COPPE/UFRJ

Síndrome da fragilidade e fatores associados em idosos comunitários do município de Santa Cruz RN

The frailty in the elderly is characterized by decreased physiological reserves, and is associated with increased risk of disability and high vulnerability to morbidity and mortality. This study is part of a multicentric project on Frailty in Elderly Brazilians (REDE FIBRA). Aims: to investigate characteristics, prevalence and associated factors related to frailty. Metodology: We interviewed 391 elderly patients aged 65 years, selected randomly. Data collection was performed using a multidimensional questionnaire containing information about socio-demographic and clinical variables. To characterize the frail elderly, was considered the phenotype proposed by Fried. Data were analyzed using descriptive statistics, bivariate analysis (χ ²) and binary logistic regression. Results: The prevalence of frailty was 17.1%. In the final model of multivariate analysis, was obtained as factors associated with frailty: advanced chronological age (p <0.001), have comorbidity (p <0.035), show dependence on performing basic activities of daily living (p <0.010) and instrumental (p <0.003) and have poor perception of health status (p <0030). Conclusions: The factors associated with frailty suggest a predictive model helping to understand the syndrome, guiding actions that minimize adverse effects on the aging process

Análise da genotoxicidade das águas da Lagoa da Extremoz - RN

The contamination of the waters resources for wastewater from industrial, agricultural, and domestic sources is a serious environment problem, compromising its use for human consumption and agriculture. The Extremoz-RN Lake is an important freshwater source for the supply of the city of Natal, supplying a population of approximately 160,000 habitants. This aquatic body is located near an industrial pole which can be a serious risk factor for quality of its waters. The objectives of this study were examined the genotoxicity of Extremoz Lake between September of 2006 and January of 2008, by a combination of the Allium micronucleus test, piscine micronucleus test and the comet assay in erythrocytes from peripheral blood of Oreochromis niloticus. Additionally, the level of eight different heavy metals was quantified through spectrometry of atomic absorption of flame. The Allium test did not detect increase in the frequencies of micronucleus in none of the analyzed periods, however a strong cytotoxic activity was demonstrated for decrease in mitotic index in the analyses carried in April and July of 2007. Negative results had been detected in the frequencies of micronucleus in O. niloticus. A statistic significant increase was observed in the levels of DNA damage in comet assay carried in July of 2007. The results of the chemical analysis had detected increase in the levels of cadmium, chromium, copper, nickel, lead and zinc in different periods. These results demonstrated an alteration of the water s quality of the Extremoz Lake caused for the contamination for heavy metals and increase of DNA strand breaks. The use of biomonitoring program of the heavy metal and other pollutants with genotoxic potential combinated with genotoxicity assays is recommends.

A educação permanente em saúde na ótica dos cirurgiões dentistas

This study aimed to examine the perception of dentist-surgeon about the Permanent Education in Health (PEH). It is characterized as a qualitative research with focus in the field of public health policies. It refers specifically to the development of Permanent Education policy in Health in the state of Rio Grande do Norte. They were participants of this research 42 dentist surgeons and 83.3% females and 16.7% males, participants in Specialization courses approved and agreed by the Permanent Education Center in Health (PEC-RN) in the period 2005 to 2007. These professionals are part of the Family Health Strategy (FHS), and 11.9% work in management at the central level and 88.1% are directly related to oral health care in the Basic Health Units of the Family, 30 cities in the state. Data collection was through a questionnaire, with questions that guided the research development and achieve the objectives proposed. The socio-demographic data were analyzed using the descriptive statistics and subjective content was subjected to content analysis by Bardin. The emerging categories from the textual material generated by respondents were: program content, methodological approach and concepts of Permanent Education in Health. The subjects surveyed reported that the program content is more comprehensive and directs to the reflection of everyday practices, with regard to the methodological approach, concern that occurs through discussion and reflection with dynamic, participative, varied and constructive activities, questioning and putting as the main focus. As for understanding of the concepts of the PEH, there was a consensus that define as education stable strategies which contributing to transform and improve the health workers to have the upgrade, improvement of practices, being based on everyday experience and taking into account the accumulation and renewal of these experiences. Therefore, results presented showed that there is a clear understanding of the subjects on the proposals and guidelines of the PEH. It was concluded that lack continuous access to the policies proposed by Ministry of Health involving health workers, managers, communities, through social control and the teaching-service integration and that they are worked within the health system and can classify all these segments of society favor the existence of a more participatory, effective, fair and better quality health service

Arranjos urbanos e subjetivos contemporâneos na invenção de territórios turísticos

We seek consistency empirical and analytical rigor to the concept of touristification in the course of the contemporary arrangements of subjectivity and urbanity stations through a landscape of social (dis)encounters between residents and foreigners living in the capital of Rio Grande do Norte, Natal. In the last three decades the city has become a major destination country for national and international tourism, making tourism an important monitor of choreography in search of synchrony between cities and subjectivities, orchestrated by the cyclical crises and the relentless battle for systemic capitalistic expansion and survival. We proceed with an ethnographic and cartographic inspiration in Ponta Negra, where the waterfront redevelopment in 2000 conducted by the government, influenced the implementation of various establishments, services and practices related to the construction of Natal s major industry hub of tourism and entertainment. We proposed an arch-genealogy of touristification inspared on Michel Foucault analytical perspective, increased by authors in confluence or in different theoretical and methodological approaches, among which stand out Karl Marx, Gilles Deleuze and Felix Guattari, Michael Hardt and Antonio Negri. The reflections that initially turned to the advancement of the sphere of consumerism as the issue capable of articulating the developmental trajectory of the capitalist system and the practice of tourism, promoting some effects (un)desirable in the conflictual dynamics of the condition of the district of Ponta Negra, territory each again (re) produces the designs to meet the consumption by affluent portion of the population and foreign, encountering social exclusion and inclusion differentiated a growing trend. We go forward with an analysis of the "liberation of desire" phenomenal features of the process of producing subjective, providing a breakdown of the recent world s financial crisis initially, but proved social and political crisis also, through a plot derived from the operation of real estate speculation, which Natal is mainly caught through touristification, showing the outlines of a generalized crisis in establishing a new order buoyed by the emergence of a context "biopolitical" since it is a major route that uses the capital to survive and expand, while guiding the process of "strategic beautification" held in Ponta Negra, problematized by us. We conclude by assessing the appropriateness of proposing on further analysis to explore the establishment of a "new social ontology in terms of interference touristification ongoing and the constitution of a "new order" local/global, away from that characterize a system's capitalist overcoming, try to give emphasis in the current stage of the radicalization of a capitalistic utopia