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

Fatores que afetam a satisfação e a fidelidade do cliente: um estudo com compradores de automóveis

This thesis presents a contribution to the study customer satisfaction models, analyzing the relationship between antecedent variables satisfaction and customer loyalty, through a survey with car s buyers in Natal. The theorical survey is focused in concepts of customer satisfaction and loyalty, and in the customer satisfaction index models. For the field survey, was applied a questionnaire, based on the Norwegian Customer Satisfaction Barometer (NCSB), considered by Johnson et al. (2001), with 106 customer of concessionary Fiat, the Pontanegra Automóveis. The main results obtained by the multiple regression analysis reveal that, considering the Fiat, the satisfaction is influencing by reliance degree in the firm seriousness and by complaining handling, the loyalty is influenced by possibility of again pay the same value if was again buy a car, the satisfaction degree with a car, affective commitment relationship firm customer of the own car and the complaining handling. Considering the concessionaire, the satisfaction is influenced by reliance degree in the firm seriousness, ability degree of the concessionaire in delivery service and by complaining handling, already the loyalty is influencing by possibility of again pay the same value if was again buy a car, affective commitment relations to be concessionaire s customer, by calculate commitment in relation the economic loss of bought this car of this firm and complaining handling

Gestão de satisfação e fidelidade do cliente: um estudo com turistas em hotéis

This Thesis deals with a study on customer satisfaction and loyalty focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literature. It is surveyed a sample of tourist in Natal. It is used a survey questionnaire applied at the airport in the departure moment of the tourist. The final sample results on 198 cases. Is is used a multiple regression analysis as the method to verify the factor affecting satisfaction and loyalty. Two models arise from the analysis. The first model concerning satisfaction results with cleaness and hygiene of the bathroom, leisure facilities, employees promptness, and price as the significant factors affecting satisfaction. The model has a R2 of 0.6430 and the also check in service, cleaness of the apartment and the hotel in general, bedroom setting have colinearity with some factors entering the model. The loyalty model results with satisfaction, affective commitment as the main factors affecting loyalty, with a R2 0.5396, and also image has collinearity with satisfaction. A small part of the sample has complained and this factor was not considered in the models. The results are consistent with the literature in term of quality as the main driver of the satisfaction and that it is not the only one factor to explain loyalty

Gestão de satisfação e fidelidade do cliente: um estudo dos fatores que afetam a satisfação e fidelidade dos compradores de automóveis

This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry

Uma fundamentação para sinais e sistemas intervalares

In this work we use Interval Mathematics to establish interval counterparts for the main tools used in digital signal processing. More specifically, the approach developed here is oriented to signals, systems, sampling, quantization, coding and Fourier transforms. A detailed study for some interval arithmetics which handle with complex numbers is provided; they are: complex interval arithmetic (or rectangular), circular complex arithmetic, and interval arithmetic for polar sectors. This lead us to investigate some properties that are relevant for the development of a theory of interval digital signal processing. It is shown that the sets IR and R(C) endowed with any correct arithmetic is not an algebraic field, meaning that those sets do not behave like real and complex numbers. An alternative to the notion of interval complex width is also provided and the Kulisch- Miranker order is used in order to write complex numbers in the interval form enabling operations on endpoints. The use of interval signals and systems is possible thanks to the representation of complex values into floating point systems. That is, if a number x 2 R is not representable in a floating point system F then it is mapped to an interval [x;x], such that x is the largest number in F which is smaller than x and x is the smallest one in F which is greater than x. This interval representation is the starting point for definitions like interval signals and systems which take real or complex values. It provides the extension for notions like: causality, stability, time invariance, homogeneity, additivity and linearity to interval systems. The process of quantization is extended to its interval counterpart. Thereafter the interval versions for: quantization levels, quantization error and encoded signal are provided. It is shown that the interval levels of quantization represent complex quantization levels and the classical quantization error ranges over the interval quantization error. An estimation for the interval quantization error and an interval version for Z-transform (and hence Fourier transform) is provided. Finally, the results of an Matlab implementation is given

Especificação e implementação de um modelo assíncrono para replicação, propagação e conciliação de bases de dados distribuídas

This graduate thesis proposes a model to asynchronously replicate heterogeneous databases. This model singularly combines -in a systematic way and in a single project -different concepts, techniques and paradigms related to the areas of database replication and management of heterogeneous databases. One of the main advantages of the replication is to allow applications to continue to process information, during time intervals when they are off the network and to trigger the database synchronization, as soon as the network connection is reestablished. Therefore, the model introduces a communication and update protocol that takes in consideration the environment of asynchronous characteristics used. As part of the work, a tool was developed in Java language, based on the model s premises in order to process, test, simulate and validate the proposed model

Aplicação de sistemas multi-classificadores no diagnóstico de falhas em motores de indução trifásicos

Equipment maintenance is the major cost factor in industrial plants, it is very important the development of fault predict techniques. Three-phase induction motors are key electrical equipments used in industrial applications mainly because presents low cost and large robustness, however, it isn t protected from other fault types such as shorted winding and broken bars. Several acquisition ways, processing and signal analysis are applied to improve its diagnosis. More efficient techniques use current sensors and its signature analysis. In this dissertation, starting of these sensors, it is to make signal analysis through Park s vector that provides a good visualization capability. Faults data acquisition is an arduous task; in this way, it is developed a methodology for data base construction. Park s transformer is applied into stationary reference for machine modeling of the machine s differential equations solution. Faults detection needs a detailed analysis of variables and its influences that becomes the diagnosis more complex. The tasks of pattern recognition allow that systems are automatically generated, based in patterns and data concepts, in the majority cases undetectable for specialists, helping decision tasks. Classifiers algorithms with diverse learning paradigms: k-Neighborhood, Neural Networks, Decision Trees and Naïves Bayes are used to patterns recognition of machines faults. Multi-classifier systems are used to improve classification errors. It inspected the algorithms homogeneous: Bagging and Boosting and heterogeneous: Vote, Stacking and Stacking C. Results present the effectiveness of constructed model to faults modeling, such as the possibility of using multi-classifiers algorithm on faults classification

Sistema Híbrido de Inferência Baseado em Análise de Componentes Principais e Redes Neurais Artificiais Aplicado a Plantas de Processamento de Gás Natural

Nowadays, where the market competition requires products with better quality and a constant search for cost savings and a better use of raw materials, the research for more efficient control strategies becomes vital. In Natural Gas Processin Units (NGPUs), as in the most chemical processes, the quality control is accomplished through their products composition. However, the chemical composition analysis has a long measurement time, even when performed by instruments such as gas chromatographs. This fact hinders the development of control strategies to provide a better process yield. The natural gas processing is one of the most important activities in the petroleum industry. The main economic product of a NGPU is the liquefied petroleum gas (LPG). The LPG is ideally composed by propane and butane, however, in practice, its composition has some contaminants, such as ethane and pentane. In this work is proposed an inferential system using neural networks to estimate the ethane and pentane mole fractions in LPG and the propane mole fraction in residual gas. The goal is to provide the values of these estimated variables in every minute using a single multilayer neural network, making it possibly to apply inferential control techniques in order to monitor the LPG quality and to reduce the propane loss in the process. To develop this work a NGPU was simulated in HYSYS R software, composed by two distillation collumns: deethanizer and debutanizer. The inference is performed through the process variables of the PID controllers present in the instrumentation of these columns. To reduce the complexity of the inferential neural network is used the statistical technique of principal component analysis to decrease the number of network inputs, thus forming a hybrid inferential system. It is also proposed in this work a simple strategy to correct the inferential system in real-time, based on measurements of the chromatographs which may exist in process under study

Desenvolvimento de Modelos no Programa DigSILENT PowerFactoryTM para o Estudo de Estabilidade Transitória em Sistemas Elétricos de Potência com Aerogerador

This work presents a description of models development at DigSILENT PowerFactoryT M program for the transient stability study in power systems with wind turbine. The main goal is to make available means to use a dynamic simulation program in power systems, widely published, and utilize it as a tool that helps in programs results evaluations used for this intent. The process of simulations and analyses results starts after the models setting description phase. The results obtained by the DigSILENT PowerFactoryT M and ATP, program chosen to the validation also international recognized, are compared during this phase. The main tools and guide lines of PowerFactoryT M program use are presented here, directing these elements to the solution of the approached problem. For the simulation it is used a real system which it will be connected a wind farm. Two different technologies of wind turbines were implemented: doublyfed induction generator with frequency converter, connecting the rotor to the stator and to the grid, and synchronous wind generator with frequency converter, interconnecting the generator to the grid. Besides presenting the basic conceptions of dynamic simulation, it is described the implemented control strategies and models of turbine and converters. The stability of the wind turbine interconnected to grid is analyzed in many operational conditions, resultant of diverse kinds of disturbances

Desenvolvimento de modelos no programa digSILENT powerfactoryTM para o estudo de estabilidade transitória em sistemas elétricos de potência com aerogerador

This work presents a description of models development at DigSILENT PowerFactoryTM program for the transient stability study in power systems with wind turbine. The main goal is to make available means to use a dynamic simulation program in power systems, widely published, and utilize it as a tool that helps in programs results evaluations used for this intent. The process of simulations and analyses results starts after the models setting description phase. The results obtained by the DigSILENT PowerFactoryTM and ATP, program chosen to the validation also international recognized, are compared during this phase. The main tools and guide lines of PowerFactoryTM program use are presented here, directing these elements to the solution of the approached problem. For the simulation it is used a real system which it will be connected a wind farm. Two different technologies of wind turbines were implemented: doubly-fed induction generator with frequency converter, connecting the rotor to the stator and to the grid, and synchronous wind generator with frequency converter, interconnecting the generator to the grid. Besides presenting the basic conceptions of dynamic simulation, it is described the implemented control strategies and models of turbine and converters. The stability of the wind turbine interconnected to grid is analyzed in many operational conditions, resultant of diverse kinds of disturbances

Análise tribológica de um sistema de acionamento alternativo de pigs para a indústria do petróleo

It is analyzed through the concepts of tribology and mechanical contact and damage the suggestion of implementing a backup system for traction and passage of Pipeline Inspection Gauge (Pig) from the inside of pipelines. In order to verify the integrity of the pipelines, it is suggested the possibility of displacement of such equipment by pulling wires with steel wires. The physical and mechanical characteristics of this method were verified by accelerated tests in the laboratory in a tribological pair, wire versus a curve 90. It also considered the main mechanisms of wear of a sliding system with and without lubricant, in the absence and presence of contaminants. To try this, It was constructed a test bench able to reproduce a slip system, work on mode back-and-forth ("reciprocation"). It was used two kinds of wires, a galvanized steel and other stainless steel and the results achieved using the two kinds of steel cables were compared. For result comparative means, it was used steel cables with and without coating of Poly Vinyl Chloride (PVC). The wires and the curves of the products were characterized using metallographic analysis, microhardness Vickers tests, X-ray diffraction (XRD), X-Ray Refraction (XRF) and tensile tests. After the experiments were analyzed some parameters that have been measurable, it demonstrates to the impracticality of this proposed method, since the friction force and the concept of alternating request at the contact between the strands of wire and the inner curves that are part ducts caused severe wear. These types of wear are likely to cause possible failures in future products and cause fluid leaks

Desenvolvimento de um sistema para aplicação dos conceitos da tecnologia cad3d-bim na indústria moveleira

In this work was developed an information system to apply the concepts of CAD3D-BIM technology for the design activities of the furniture industry. The development of this system was based in an architecture comprised of two modules: a web interface to management the metadata of models from furniture's library and the combination of three-dimensional CAD software with a specific plugin to access the information from this model. To develop this system was also used a Data Base Management System (DBMS) designed to storage the information from models in a hierarchical way, based on concepts of Group Technology (GT). The centralization of information in a single database allows the automatic availability of any changes to all participants involved in a particular project when it‟s happens. Each module from system has its own connection to this database. Finally was developed a prototype from a 3D virtual environment to help create Virtual Reality projects in the web. A study from available technologies to create 3D web applications for execution in websites was done to support this development. The interconnection between modules and the database developed allowed the assembly of a system architecture to support the construction and exhibition of projects of the furniture industry in accordance with the concepts proposed by BIM (Building Information Modeling), using as object of study the furniture industry of state of Rio Grande do Norte

Caracterização espacial de reservatórios do semiárido em função da qualidade da água através do uso de componentes principais

A região semiárida sofre escassez hídrica. A fim de regularizar a disponibilidade hídrica nos períodos de estiagem, são construídas barragens. No entanto, a qualidade da água armazenada tem sofrido os efeitos do descarte irregular de resíduos no meio ambiente e das atividades antrópicas exercidas nas bacias hidrográficas. A degradação hídrica pode ser constatada a partir do monitoramento dos parâmetros de qualidade da água. Estes dados podem ser analisados através de métodos estatísticos tais como a Análise de Componentes Principais e a análise de agrupamento, que seleciona indivíduos com características semelhantes. O objetivo deste trabalho é realizar oagrupamento dos reservatórios do Rio Grande do Norte, com base nos parâmetros de qualidade da água, para a identificação de grupos homogêneos de reservatórios em termos de fontes de poluição. Serão objeto desse estudo as bacias Piranhas-Açu, Apodi-Mossoró, Trairí, Potengi e Ceará-Mirim. Os parâmetros mercúrio, chumbo, cromo, fósforo total, nitrogênio total e zinco contribuíram para a formação da primeira componente principal, que pode indicar poluição por metais pesados; sólidos totais, DBO, OD e cobre, para a segunda componente, que pode ser indicativo de poluição por matéria orgânica e atividades antrópicas; e clorofila a , cádmio e níquel, para a terceira componente, que pode indicar eutrofização e poluição por metais pesados. De posse das componentes principais se procedeu o agrupamento dos reservatórios, formando-se quatro grupos distintos. Os grupos 1 e 2 são constituídos por reservatórios da Bacia Piranhas-Açu, que apresentou maiores valores de metais pesados. O grupo 3, constituído por reservatórios das bacias Ceará-Mirim, Potengi e Trairí, apresentou maiores valores de DBO e sólidostotais e o grupo 4 é formado por reservatórios da Bacia Apodi-Mossoró. Nas Bacias do Trarí e Piranhas-Açu deve ser coibido o lançamento desordenado de efluentes e fontes de poluição difusas, e implantado um sistema de coleta de esgoto para minimizar a poluição por matéria orgânica

Elaboração e aplicação de uma estratégia de ensino sobre os conceitos de calor e de temperatura

This piece of work has investigated the alternative conceptions shown by students of secondary school, concerned to the concepts of warmth and temperature, aiming the elaboration and application of a learning strategy as of the diagnose risen from the conceptions present in students. The learning strategy was built up by a sequence of activities that involve History of Science and experiments, put in a course that had as a base the proposal of the Group of Redevelopment of Physics Teaching (GREF). We have used as the conductor wire of our research the development of thermo dynamics since the development of the first thermo machines, passing by the Industrial Revolution and the evolution of concepts of warmth and temperature. The learning strategy was applied to a group of second grade of secondary school in a public school in Mossoró (RN). By doing these activities we tried to become the concepts, which are part of thermo dynamics, more meaningful to the students. We have estimated that the application of the strategy has represented some profits to the students of the group, concerning to learning of laws and concepts of thermo dynamics (specifically the concepts of warmth and temperature), as well as what it is referred to the overcoming of its initial conceptions

Elaboração de uma sequência didática sobre os conceitos geométricos preliminares ao estudo da trigonometria

This study is qualitative, including literature search and preparation of teaching materials. Your goal is to report the study of geometric problems of character presented in the application of trigonometry and work on the preparation of detailed activities that help in overcoming these difficulties. For this, we read some papers on teaching and learning of trigonometry in order to identify the difficulties encountered during their journey. Then separate the geometric difficulties of character and prepare a list of geometric content and procedures associated with them. Thus, we can organize a notebook with activities that would address most of these concepts. Finally we present the specification of activities called Activity on introductory concepts to the study of trigonometry