Fatores da satisfação e fidelidade do cliente: um estudo no varejo de supermercado

This thesis deals with the factors affecting customer satisfaction and loyalty in the supermarket sector. It is adapted a model proposed by Johnson et al. (2001) and included the brand construct as a loyalty of construct antecedent. It is conducted a survey with a sample of 290 customers of a supermarket in Natal city, Brazil, and descriptive and multiple regression statistical analysis. The main findings are that the proposed model is confirmed with quality being the main factor affecting satisfaction, but also in this case the place marketing construct playing a key role on satisfaction. The loyalty model is also supported by this research with the brand construct appearing important for a segment of the customers. This study support the conclusion that customer satisfaction is not the sole or main factor to explain loyalty

Cadeia produtiva da farinha de mandioca na perspectiva da análise de filière e supply chain management :um estudo de caso das relações entre a agroindústria e a distribuição

This research aims to study the manioc flour productive chain in order to understand how the relationship between its segments happens, specially between the flour agroindustry and the distribuition. This research was made from a study of case that envolved three agro industries from the Potiguar wasteland and a company of food distribution. The filiére and the supply chain management analysis were applied to identify the functioning and the organization of the manioc flour productive chain. From the study of case it s noticed that the existing contracts, even the informal ones, has mutual benefits and it suggests that they be legalized

Avaliação da importância dos sistemas de gestão da qualidade nas universidades federais

This thesis aims at analyzing from the perspective of the manager the importance of the use of quality management tools and concepts in Federal Universities. It was motivated by the following research problem: do Federal University managers consider it to be relevant the quality management in their institution? Therefore, we sought to gather evidence for a satisfactory approach that addresses the complexity of the topic researched: quality, higher education and quality management systems. We chose to adopt an applied study, the exploratory-descriptive research as to the objective and the quantitative and qualitative research as to the approach to the problem. The object of study is composed by the Planning Provosts of Federal Universities listed in the University Ranking Sheet - (RUF) in 2013. We chose to restrict the sample listing only the provosts of the 20 best-placed universities in the ranking of the Federal Universities. The research instrument was composed of 26 questions, of which 6 questions were designed to identify the profile of the manager, 16 questions of perception (manifested variables) on the importance of quality management in the University, where the managers assigned values (answers) to the affirmatives (that address the main topic of this thesis) based on a Likert scale of 5 points, and 4 open and optional questions, in order to identify general management practices used. It was used for statistical analysis (data analysis) descriptive and factorial statistics. The responses collected through the questionnaire portray the managers´ perception regarding the importance of quality management in their institutions. Sixteen variables were addressed, the results of factor analysis of importance were "Important" and "Very Important", where the variable (V2) was "Important" and all others "Very important." With this information, it is possible to prioritize some areas that deserve immediate action. As it was observed that some variables are "Very important" for the vast majority of managers, others did not show the same result as example (V2, V10, V11). It is concluded that the manager´s perception of quality management in his or her institution is relevant, but the same importance is not given to quality programs implemented in other segments of the economy, and that, despite the advancements offered by SINAES, the model does not evaluate the institution in a global way. Thus, with the results, it is expected to contribute to the advancement of the subject, trying to arouse interest from the managers of Federal Universities in the subject, emphasizing the importance of quality management systems as a necessary tool to raise the institutional quality

Avaliação de programa de ginástica laboral e desempenho funcional: um estudo em empresa distribuidora de energia elétrica

This thesis treats of a avaliation of a laboral gimnastics program of a electrical energy enterprise from Rio Grande do Norte. The leading aim of this work is to analyse the laboral gimnastics program with emphasis on functional performing and personal changes of staff of different categories. The work shows two divisions: at first, it was carried out the bibliographic study approaching the concepts and historic about the ergonomy and the main focus of study, the laboral gimnastics , performing factors and lifestyle.The second time , it was carried out the field study where was used a questionnaire to a 160 staff population which participate of laboral gymnastics program; then the data were analysed through three statistics analyses: multivaried__ clusters, qui-quadrado and multiple linear regression. The results aim to the confirmation that the laboral gymnastics program developed two years ago on enterprise proposes to the white-collar and operational workers an improving on their functional performing and also, to the changes in some aspects of lifestyle, like the food, leisure and stress level. In conclusion, it was checked that the investiment in life quality programs offer benefits both to the staff and the enterprise which will account with good services and satisfaction of customer. Therefore, it was concluded that the laboral gymnastics while a ergonomic tool and a physical activity, it is an investiment which needs more and more to be strengthened and inserted by many segments of society

Análise de desempenho na rede metropolitana de saúde da Universidade Federal do Rio Grande do Norte : um dimensionamento aplicado a telemedicina e a telessaúde utilizando QoS baseado no padrão IEEE 802.1Q

It s notorious the advance of computer networks in recent decades, whether in relation to transmission rates, the number of interconnected devices or the existing applications. In parallel, it s also visible this progress in various sectors of the automation, such as: industrial, commercial and residential. In one of its branches, we find the hospital networks, which can make the use of a range of services, ranging from the simple registration of patients to a surgery by a robot under the supervision of a physician. In the context of both worlds, appear the applications in Telemedicine and Telehealth, which work with the transfer in real time of high resolution images, sound, video and patient data. Then comes a problem, since the computer networks, originally developed for the transfer of less complex data, is now being used by a service that involves high transfer rates and needs requirements for quality of service (QoS) offered by the network . Thus, this work aims to do the analysis and comparison of performance of a network when subjected to this type of application, for two different situations: the first without the use of QoS policies, and the second with the application of such policies, using as scenario for testing, the Metropolitan Health Network of the Federal University of Rio Grande do Norte (UFRN)

Construção e análise de desempenho de um fogão solar à concentração utilizando dois focos para cozimento direto

A model of a solar oven with a reflective surface composed of two mirror segments is presented, constituting a two semi-parabolic surfaces made of fiberglass, applied on a ceramic mold, intended to be used in residential and commercial cooking. The reflective surface of the semi-parable is obtained with the use of multiple plain segments of 2 mm wide mirrors. The semi-parabolic structure has visible movements that are comparable to that of the sun. The technical details of the manufacturing and assembling processes will be presented with an analysis of the viability of thermal, economic, and materials of such prototype. This prototype has important social implications and primordial aspects, which combats the ecological damages caused by the wide-scale use of firewood during cooking. It has been demonstrated that the solar oven has the capacity to cook simultaneous two meals distinct for a family of four

Projeto, construção e análise de desempenho de um forno solar alternativo tipo caixa a baixo custo

An alternative box-type solar oven constructed from the scrap iron of a gas conventional cook is presented, which functions principles are the effect greenhouse and the concentration. The oven of the conventional cook is the baking enclosure where the absorber (pot) of the solar oven is located, being re-covered for a glass blade for the generation of the greenhouse effect isolated lateral and having deep its and for a composite the plaster base and EPS. Segments of plain mirrors had been placed in the laterals of the oven for the concentration of the radiation and a reflecting parabola was introduced in the baking enclosure for the exploitation of the incident reflected radiation in the interior of the oven. The oven is mobile to allow one better aiming of exactly in relation to the apparent movement of the sun. The thermal economic and of materials viabilities of the stove in study will be demonstrate The average internal temperature of the absorber was around 150°C and the internal temperature around 120°C. Will demonstrate that its low cost and good thermal performance represents basic characteristics for the viability of large use of such archetype, mainly for cooking the decreases and averages temperatures. One will reveal that the archetype in study is competitive with the box-type solar cooker conceived in the whole world

Formulação e caracterização de massas de grês porcelanato preparadas a partir de matérias-primas naturais do Rio Grande do norte e com adição de chamote de telhas

Traditional ceramics have an important role in the economy of Rio Grande do Norte. The local industries manufacture over 50 million shingles a month, corresponding to 60% of their overall production. As a result of processing flaws, roughly 20% of the production must be discarded, since little or no use has been envisaged for such fired components. Therefore, the use of this kind of residue, especially in the composition of other ceramic materials, comes as an interesting option from the economical and environmental point of view. In this scenario, the objective of the present study was to assess the effect of the addition of fired shingle waste in the composition of porcelainized stoneware tiles. To that end, two porcelainized stoneware tiles compositions were initially prepared. Subsequently, contents from 10 to 30% of roofing tiles chamote were added to each one of them. All raw materials and grog were characterized by FRX, XRD, and thermal analysis. The ceramics were fired using natural gas for 30 min at different temperatures, i.e. 1150, 1200 and 1250ºC, and fully characterized. The addition of roofing tiles chamote resulted in composition with superior properties compared to additive-free compositions. Porcelainized stoneware tiles products that fulfill required standards for practical applications were achieved

Análise de desempenho de um fogão solar com parabola fabricada em material compósito

It is presented a solar cooker made with a parabolic reflector composed by a composite material. For this purpose, it was utilized a cast concrete with a parabolic profile obtained by means of modeling. It will be demonstrated the manufacturing process and settings, as well as tests results, in order to determine the contact temperature and cooking time of some foods. This solar cooker presents the following main characteristics: the concentration method, low cost and easy manufacturing process. It was performed by employing recycled materials such as cement, plaster, crushed polystyrene and wheels. The captation area measures 1 square meter and its parabole was covered with a mirrors measuring 25 cm2. A temperature higher than 650°C was obtained. Furthermore, it has been demonstrated that the cooking viability for several type of foods such as beans, potatoes, rice, yams and pasta can be used in two meals for a family of four. In addition, the advantages of this cooker were analysed in comparison with others described in literature as well as those operating on gas. Especially in Northeast of Brazil, where there is a potential for solar energy, this prototype is an important tool, because it avoids not only desertification, but also pollutants from burning firewoods which cause ecological imbalance

Viabilidade de uso de um fogão solar para cocção de alimentos com parábola refletora fabricada em compósito que utiliza fibras de Carnaúba e resina Ortoftálica

Presents a composite formed by orthophthalic resin and fiber loading of carnauba straw. The fibers were first dried in direct sun exposure and subsequently ground into fodder for the reduction in size. Various formulations of the composite were preliminarily tested by choosing the one presenting the best processability in applying the mold. The composite produced is used for the manufacture of a parabolic surface subsequently coated with mirror segments, flexible plastic, for reflecting the solar rays incident on it. The reflective parable represents the main element of the solar cooker that works with the concentration of sunlight and has dimensions of 1.14 m in diameter and area of 1.0 m². Manufacturing processes and assembly of solar cooker concentration produced are presented. The results of tests for cooking and baking various foods, including rice, pasta, beans, cake, cassava, shrimp, beef, breaded demonstrating the competitiveness of solar cooker studied with other stoves already manufactured and tested in Brazil are presented and in the world. It was also demonstrated the feasibility of the proposed composite for Prototypes manufacture of solar and other structures that do not require great efforts resistance

Caracterização de água produzida na indústria de petróleo para fins de descarte e otimização do processo de separação óleo/água

The oil industry has several segments that can impact the environment. Among these, produced water which has been highlight in the environmental problem because of the great volume generated and its toxic composition. Those waters are the major source of waste in the oil industry. The composition of the produced water is strongly dependent on the production field. A good example is the wastewater produced on a Petrobras operating unit of Rio Grande do Norte and Ceará (UO-RNCE). A single effluent treatment station (ETS) of this unit receives effluent from 48 wells (onshore and offshore), which leads a large fluctuations in the water quality that can become a complicating factor for future treatment processes. The present work aims to realize a diagnosis of a sample of produced water from the OU - RNCE in compliance to certain physical and physico-chemical parameters (chloride concentration, conductivity, dissolved oxygen, pH, TOG (oil & grease), nitrate concentration, turbidity, salinity and temperature). The analysis of the effluent is accomplished by means of a MP TROLL 9500 Multiparameter probe, a TOG/TPH Infracal from Wilks Enterprise Corp. - Model HATR - T (TOG) and a MD-31 condutivimeter of Digimed. Results were analyzed by univariated and multivariated analysis (principal component analysis) associated statistical control charts. The multivariate analysis showed a negative correlation between dissolved oxygen and turbidity (-0.55) and positive correlations between salinity and chloride (1), conductivity, chloride and salinity (0.70). Multivariated analysis showed there are seven principal components which can explain the variability of the parameters. The variables, salinity, conductivity and chloride were the most important variables, with, higher sampling variance. Statistical control charts have helped to establish a general trend between the physical and chemical evaluated parameters

As práticas exitosas de leitura no ensino fundamental: vozes sociais de professores e de estudantes

The school is the social place which should provide the formation of critical readers. In this context, the role of the teacher is crucial when it comes to teaching reading. Thus, this doctoral research aims to explicit the reading practices evidenced from social voices of teachers and Fundamental School students from state public schools at RN that have successful results, according to IDEB 2009. Moreover, we seek to explicit, through the positions of teachers, the conceptions of reading underlying their reading activities, as well as elucidate the social voices related to teaching of reading that are present in the National Curriculum Guide for 9 years Fundamental School and in the Political-Pedagogical Projects of the educational institutions investigated. In order to accomplish this goal, we carried out observations in the classroom, applied questionnaires with teachers and students in the 9th grade of Fundamental School, in classes of Portuguese Language, and also performed dialogical meetings with the management and pedagogics schools teams. The theoretical foundation that guides the research comes from bakhtinian thinking (2009, 2010), which addresses the dialogical perspective of language and active responsive comprehension. Furthermore, this work is anchored in theoretical reflections of Antunes (2005, 2009) and Geraldi (2003, 2006, 2010) about the reading and writing in the country, which contribute to the resizing of the teaching and learning process of Portuguese Language. This study belongs to the field of Applied Linguistics, which investigates language as social practice in the context of learning mother language or in contexts where relevant questions about the use of language are evidenced. The parameters of qualitative research in a social-historic perspective are adopted seeking to understand the school context by the subjects involved in research. The research corpus is composed of: (i) information constructed through the use of questionnaires with teachers and students; (ii) information constructed from the observed lesson and dialogue with management and pedagogical teams; (iii) a set of selected information, i.e., empiricism built through documentary analysis of the National Curriculum Guide for 9 years Fundamental School (CONSELHO NACIONAL DE EDUCAÇÃO, 2010) and the Political- Pedagogical Projects of the investigated schools. The analysis of the sayings of teachers and students suggest reading practices from various texts, in particular, from the literary sphere, in activities involving discussions, reading and reading comprehension exercises, interviews, songs, seminars organizations, concerts, dramatizations, literary weeks, among other practices. Furthermore, these analyses reveal that teach Portuguese Language requires commitment, responsibility and satisfaction, as well as more grounded theoretical principles, which make teaching practice more efficient. The research also reveals that the success of the teaching-learning process occurs by virtue of the involvement of school s segments in the educational process, creating therefore a network of responsibilities. In this sense, this research may contribute to the production of knowledge that can guide and enrich the teaching and learning of reading, envisioning a pedagogical practice constructed from the relationship with the other, i.e., from the dialogism which provides formation of young people that exercise their citizenship

Os Polímeros como Sistemas Complexos

Neste trabalho, através de simulações computacionais, identificamos os fenômenos físicos associados ao crescimento e a dinâmica de polímeros como sistemas complexos exibindo comportamentos não linearidades, caos, criticalidade auto-organizada, entre outros. No primeiro capítulo, iniciamos com uma breve introdução onde descrevemos alguns conceitos básicos importantes ao entendimento do nosso trabalho. O capítulo 2 consiste na descrição do nosso estudo da distribuição de segmentos num polímero ramificado. Baseado em cálculos semelhantes aos usados em cadeias poliméricas lineares, utilizamos o modelo de crescimento para polímeros ramificados (Branched Polymer Growth Model - BPGM) proposto por Lucena et al., e analisamos a distribuição de probabilidade dos monômeros num polímero ramificado em 2 dimensões, até então desconhecida. No capítulo seguinte estudamos a classe de universalidade dos polímeros ramificados gerados pelo BPGM. Utilizando simulações computacionais em 3 dimensões do modelo proposto por Lucena et al., calculamos algumas dimensões críticas (dimensões fractal, mínima e química) para tentar elucidar a questão da classe de universalidade. Ainda neste Capítulo, descrevemos um novo modelo para a simulação de polímeros ramificados que foi por nós desenvolvido de modo a poupar esforço computacional. Em seguida, no capítulo 4 estudamos o comportamento caótico do crescimento de polímeros gerados pelo BPGM. Partimos de polímeros criticamente organizados e utilizamos uma técnica muito semelhante aquela usada em transições de fase em Modelos de Ising para estudar propagação de danos chamada de Distância de Hamming. Vimos que a distância de Hamming para o caso dos polímeros ramificados se comporta como uma lei de potência, indicando um caráter não-extensivo na dinâmica de crescimento. No Capítulo 5 analisamos o movimento molecular de cadeias poliméricas na presença de obstáculos e de gradientes de potenciais. Usamos um modelo generalizado de reptação para estudar a difusão de polímeros lineares em meios desordenados. Investigamos a evolução temporal destas cadeias em redes quadradas e medimos os tempos característicos de transporte t. Finalizamos esta dissertação com um capítulo contendo a conclusão geral denoss o trabalho (Capítulo 6), mais dois apêndices (Apêndices A e B) contendo a fenomenologia básica para alguns conceitos que utilizaremos ao longo desta tese (Fractais e Percolação respectivamente) e um terceiro e ´ultimo apêndice (Apêndice C) contendo uma descrição de um programa de computador para simular o crescimentos de polímeros ramificados em uma rede quadrada

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

Projetos políticos pedagógicos dos cursos de Odontologia do RN : formação profissional e a perspectiva da atenção à terceira idade

Brazil has been undergoing major demographic change.According to IBGE, the next 20 years the country's elderly population may reach over 30 million people. This tariff provides specifics regarding the process of health / disease. It is essential that higher education institutions are committed to this demand in view of the integrated training of health needs of society. The aim of this study is to analyze the Pedagogical Political Projects (PPP) of courses in dentistry in Rio Grande do Norte (RN), according to the national curriculum guidelines (DCNS) and training from the perspective of health care for the elderly. This is an exploratory study with a qualitative approach: with records and interviews. The study subjects were an Assistant Professor in the development of PPPs for each institution. The scenario in this study were dental training institutions in the newborns. Initially, the analysis of the PPP was by using the Alceste 4.9 software. The interpretation of the contents of interviews with teachers was done through content analysis of Bardin (2010). The PPPs are based on the DCNS, meet the characteristics of regional and seek a generalist, but still strongly directed to technical and scientific aspects of professional practice. Efforts and institutional approaches, involving teachers and students of the courses are being mobilized for training with more articulated network of health services. However, the emphasis on content pertaining to the health care of the elderly, is still limited when compared to those targeted content inherent in children and adolescents in all three curricular structures. It is reasonable to conclude that the historical, political, scientific, cultural and social, present in society, influence the formation of the dental professional RN. The greater participation of society in the process of vocational training in dentistry is needed. This can be done from the involvement of universities with health councils, bodies representing the dental profession and other segments of civil society in order to induce changes that generate ideas and educational practices integrative and interdisciplinary, with emphasis on continuing education for teachers, servants, employees and students. Containing conduct this process inherent flexibility of curriculum, teaching-service integration and coordination abilities and professional skills that are essential to understanding the human being and its complexities