Fatores da qualidade e satisfação na compra pela internet e sua influência na fidelidade dos consumidores

A presente pesquisa objetivou estudar as relações entre os fatores intervenientes para a satisfação no processo de compras baseadas na Internet e sua influência na fidelidade online (e-loyalty), na visão dos consumidores de varejo virtual. Para tanto, foi utilizado como instrumento de coleta de dados um questionário baseado em fatores de qualidade e fidelidade oriundos dos serviços convencionais, que foi adaptado para a realidade dos serviços digitais. A pesquisa caracteriza-se como exploratória, de natureza quantiqualitativa. A análise quantitativa descreveu e testou a relação de variáveis de qualidade do site e de preço dos produtos do site com as variáveis de satisfação. Neste caso, foram utilizadas técnicas estatísticas como distribuição de freqüência, médias e desvio-padrão e correlação de postos de Spearman. Já na abordagem qualitativa, foi empregada a análise de conteúdo para uma questão aberta relacionada com a identificação dos fatores que levam a fidelidade digital. A pesquisa de campo foi feita com uma amostra de 44 alunos de pós-graduação em nível de Especialização da Universidade Federal do Rio Grande do Norte. Os resultados da análise quantitativa evidenciaram que a qualidade está ligada à satisfação dos clientes em vários fatores, mas o preço não influencia muito na satisfação. Na análise qualitativa, a segurança do website e os preços oferecidos são fatores que potencialmente fidelizam os clientes digitais, segundo a perspectiva dos entrevistados. O fator segurança e confiança no website foi considerado o mais crítico para a fidelidade dos clientes que compram pela Internet

A influência da cultura organizacional na adoção de práticas de qualidade Seis Sigma: um estudo exploratório no segmento de farmácia de manipulação do Estado do Rio Grand do Norte

In recent debates about the issues of quality, the theme organizational culture and Six Sigma has appeared ever more frequently. In this context several authors suggest that the adoption of Six Sigma practices is influenced by culture. This work focuses on the relationship of organizational culture and quality to the practices of Six Sigma quality. Thus a descriptive-exploratory and correlational study of forty pharmacies of manipulation from Rio Grande do Norte was undertaken. Data collection identified features of companies and the level of use of the practices of Six Sigma quality that have been identified in the literature. For the Organizational Culture evaluation was used the Competitive Value Model (Cameron & Quinn, 1996), tested on north-American organizations and considered a high value academic and professional instrument. This model has been involved with the taximetrics created by Cameron who classifies quality culture in four levels. The results suggest that the Group and Developmental cultures are associated with higher levels of use of the practices of Six Sigma quality than the Rational and Hierarchical Cultures. Regarding the levels of the culture s quality, the highest levels were most frequently cited in Errors Prevention and Perpetual Improvement and Creativity, being the last one more positively related to the Six Sigma indicators

A influência da responsabilidade social empresarial na satisfação e fidelidade do cliente : um estudo com compradores de automóveis

This study presents an investigation of the influence of Corporate Social Responsibility (CSR) in customer s satisfaction and loyalty through a study with car s buyers, besides that, it aims to contribute to conceptual models of satisfaction and loyalty analysis by applying the model of Johnson et al. (2001), adapted for the introduction of variables of CSR and conscious consumption, in a car dealership in Natal / RN. The methodology has a descriptive quantitative approach and for the analysis results were applied statistical methods of simple and multiple linear regression analysis, descriptive analysis and exploratory analysis. The field research provided 90 valid forms. The results show that CSR affects the image of the company studied and is also one of the elements of the compound of satisfaction and loyalty. This study concludes that CSR should be considered in the strategic and marketing actions of firms

Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

A influência do marketing ambiental na decisão de compra dos consumidores de produtos orgânicos

The search of the man for more comfort and one better quality of life led to an increment of the production of goods and services, that results, almost always, in aggressions to the nature and to a reduction of this same quality of life. The concern with the ambient problems appears as an important element regarding the material and economic growth and of the quality of life. With this scene a new question, the Ambient Marketing appears. Although the marketing concept to be well ample, the companies use the term ambient marketing to make reference what in fact, many times, are a more specific activity of ambient communication. The ambient communication is a new form to communicate used for the companies with the objective to get advantages of its competitors ahead, since the competitiveness by means of the o price, the stated period and the quality if becomes extremely incited. In view of the current competitive market, where the organizations need distinguishing to get greater have detached front to the competition, and the fact of the society to be each time more worried about the environment and the impacts that the companies cause it, the ambient communication has been used as form to convince its customers. Of this form, she evaluated herself, through a exploratory research and qualitative, the influence of the use of the ambient communication in the decision of purchase and of that she forms the companies when using of this communication can add value to its product. The results had indicated that 77% of the interviewed ones had heard to say on marketing or ambient communication and that the television is main the media for this knowledge, a time that 90.9% of the respondents had affirmed to have seen propagandas of directed products of consumption to the ambient question in this way. In fact, the concern with the environment demonstrated for the companies has its impact, therefore 84% of the respondents had told if to sensetize with this fact. However, only a lesser number of people, 70.5% answered that this concern really influences in its decision of purchase

Responsabilidade social e competitividade :um estudo sobre a influência de práticas sociais na decisão de escolha de um destino turístico

The work objective was to investigate the influence of social practices social in the choise decision of a tourist destination. For in such a way, a survey with the aid of a questionnaire, was used as being the research instrument. The study used a simple random sample without replacement, due to elements of the population had a equal probability different of zero, to be selected for forming part of the sample. The used collection method of data was personal interview. The data was collected at Augusto Severo International Airport at the moment in which tourists were embarking in return to the residence place or another tourist destination. For determination of sample size, it was considered the tourist who had visited Natal in November and December, 2004, supplied by the Secretariat of Tourism in the RN. The sample for the research was of 403 people. Results showed that the interviewed express the existence of high level of competitiveness in the tourism industry. It was observed that 42.5% of the interviewed believes to exist a very aggressive competition, and 47.5% believed that the competition is aggressive in the tourism industry. 10.4% of the interviewed expressed much interest in knowing about social practices in the tourism industry and 2.8% had not presented any interest in knowing about social practices in the tourism industry. For the interviewed, the travel agency image is a significant item in the choice for a tourist package, because of 35.6% believed that this factor is very important in the choice. 5% of the interviewed only find that little important or that sometimes the travel agency image can be seen as s decisive factor in the tourist package choice

A influência do modelo de triplice hélice no grau de maturidade de inovação: um estudo de caso em empresas participantes do projeto PRÓ-INOVA/NAGI no estado do RIO GRANDE DO NORTE

Public investments in the development of innovation in the country, either through the rigging of public universities, either through public announcements of the promotion, increased dramatically in recent years. To analyze the efficiency and effectiveness of the use of public resources is especially in times of austerity, essential for the development of a country. In this context, this research aims to identify the influence of public investments to promote innovation in the degree of maturity of innovative companies in the state of the RN. Another goal is to identify the regional influence from the installation site - capital or countryside, in the performance of the companies studied in the degree of innovation. The theoretical basis of the understanding of the scope of the concept of innovation and its determination for the purposes of this study. Typology, degree of innovation, evaluation methodologies and mechanisms to support innovation : Still on the theme of innovation additional concepts that help the reader to a greater understanding, such as are presented. Following is approached conceptualization of the triple helix, highlighting the concepts advocated by Etzkowitz and Leydesdorff, Salomon and Silva and Ipiranga, Freitas and Paiva, among others. With regard to methodological aspects, we propose a descriptive, exploratory and explanatory research quantitative and qualitative approach with the target audience group of companies served by INOVA PRO- NAGI design - multi-institutional action from a public resource called FINEP promotes the development of innovative companies in the State of Rio Grande do Norte - in 2013. The research should provide reflection and understanding of the influence of public investment in innovation, which by means of qualitative predictive variables associated with quantitative method to explain which variables are significant variations in the degree of maturity of enterprises studied

A influência da gestão do conhecimento nas companhias brasileiras com melhor governança corporativa: uma análise nas empresas classificadas pelo Investor Relations Global Rankings

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

A Influência da observabilidade e da visualização radial no projeto de sistemas de monitoramento de redes de computadores

Este trabalho apresenta um levantamento dos problemas associados à influência da observabilidade e da visualização radial no projeto de sistemas de monitoramento para redes de grande magnitude e complexidade. Além disso, se propõe a apresentar soluções para parte desses problemas. Através da utilização da Teoria de Redes Complexas, são abordadas duas questões: (i) a localização e a quantidade de nós necessários para garantir uma aquisição de dados capaz de representar o estado da rede de forma efetiva e (ii) a elaboração de um modelo de visualização das informações da rede capaz de ampliar a capacidade de inferência e de entendimento de suas propriedades. A tese estabelece limites teóricos a estas questões e apresenta um estudo sobre a complexidade do monitoramento eficaz, eficiente e escalável de redes

Influência da adição de rejeitos cerâmicos nas propriedades de cerâmica vermelha da região do Recôncavo Baiano

The study of the physical and mechanic properties is an analysis of unquestioned importance on the production of the ceramic materials. In the region of the Recôncavo Baiano, there are ceramic and small brick factories, that still use rudimentary techniques, where the necessity of characterization of raw materials is denounced by the quality of the final product. The present work has for objective to study the behavior of the clay proceeding from the region of the Recôncavo, between the cities of Candeias and Camaçari/Ba, with addition of 5, 10 and 15% by weight of brick scraps, trying to optimize the physic and mechanical properties of the final product, aiming a better possibility of being manufactured, mechanic resistance, low linear retraction and water absorption. The brick scraps and the clay were characterized by FRX, DRX, TG, ATD and the granulometric analysis. Samples for testing where prepared by uniaxial pressing at 25Mpa, in 60x20x5mm size. The evaluated technological properties were: linear retraction, water absorption, apparent porosity and flexural strength. The samples were burned in electric oven in the temperatures of 850º, 950º and 1050ºC and compared its mechanical properties and the gresification. With addition of 15% by weight of brick scraps and burning at 900º-1000ºC the samples showed properties superior to that clay

A influência da adição de caulim, quartzo e feldspato potássico na formulação de massas cerâmicas para telhas: Modelo estatístico

The production of roof tiles in the state of Rio Grande do Norte accounts for around 60% of the total of ceramic pieces produced. There is a need for investment to improve quality and productivity, thereby promoting technological innovations. Accordingly, the aim of this study is to determine the effect of kaolin, potassium feldspar and quartz in two standard formulations, as well as the effect of sintering temperature on the technological properties of linear firing shrinkage, water absorption and bending rupture stress, by fitting the statistical model and using multiple linear regression to assess the relationship between technological properties and independent variables. The raw materials were characterized using the following techniques: X-ray fluorescence (XRF), X-ray diffraction (XRF), rational analysis (RA), differential thermal analysis (DTA) and granulometric analysis (GA). The test specimens were compacted by uniaxial pressure (25 MPa), dried in a stove at 110 ºC for 24 hours and sinterized at 850 ºC, 950 ºC and 1050 ºC and held isothermal for 30 minutes. The results obtained indicate that the addition of kaolin to two standard formulations (M and R) promoted a reduction in water absorption values and an increase in bending rupture stress values. The sintering temperatures for group M that resulted in the lowest linear firing shrinkage and water absorption values were 850 ºC and 950 ºC, respectively, and the highest bending rupture stress values were reached at a temperature of 950 ºC. In the case of group R, the sintering temperature that obtained the lowest water absorption and linear firing shrinkage values was 850 ºC, and the highest bending rupture stress values were attained at a temperature of 1050 ºC. This work explains the statistical approach used to fit the model that describes the relationship between the technological properties and percentage of kaolin, quartz and feldspar, as well as the models that enable predictions, provided that the lower and upper limits of the percentage of clay minerals, flux and quartz used in this study are respected. Statistica 6 software was used and results were obtained by stepwise forward regression

Análise da influência de superfícies refletivas nas perdas de calor de sistema térmicos

The use of reflective surfaces functioning as thermal insulator has grown significantly over the years. Reflective thermal insulator are materials that have several characteristics such as low emissivity, low absorptivity and high reflectivity in the infrared spectrum. The use of these materials has grown a lot lately, since it contains several important radioactive properties that minimize the heat loss of thermal systems and cooling systems that are used to block the heat on the roof of buildings. A system made of three surfaces of 316 stainless steel mirror was built to analyze the influence of reflective surfaces as a way to reduce the heat loss and thereby conserve the energy of a thermal system. The system was analyzed both with and without the presence of vacuum, and then compared with a system that contained glass wool between the stainless steel mirror walls, since this isolator is considered resistive and also broadly used around the world in thermal systems. The reflectivity and emissivity of the surfaces used were also measured in this experiment. A type K thermocouple was fixed on the wall of the system to obtain the temperature of the stainless steel mirror surfaces and to analyze the thermal behavior of each configuration used. The results showed an efficiency of 13% when the reflective surfaces were used to minimize the heat loss of the thermal system. However, the system with vacuum had the best outcome, a 60% efficiency. Both of these were compared to the system made of glass wool as a thermal insulator

Influência da corrente de pulso, do tempo de pulso e diâmetro de gota sobre a estabilidade da transferência metálica no processo MIG-P

To obtain a process stability and a quality weld bead it is necessary an adequate parameters set: base current and time, pulse current and pulse time, because these influence the mode of metal transfer and the weld quality in the MIG-P, sometimes requiring special sources with synergistic modes with external control for this stability. This work aims to analyze and compare the effects of pulse parameters and droplet size in arc stability in MIG-P, four packets of pulse parameters were analysed: Ip = 160 A, tp = 5.7 ms; Ip = 300 A and tp = 2 ms, Ip = 350 A, tp = 1.2 ms and Ip = 350 A, tp = 0.8 ms. Each was analyzed with three different drop diameters: drop with the same diameter of the wire electrode; droplet diameter larger drop smaller than the diameter of the wire electrode. For purposes of comparison the same was determined relation between the average current and welding speed was determined generating a constant (Im / Vs = K) for all parameters. Welding in flat plate by simple deposition for the MIG-P with a distance beak contact number (DBCP) constant was perfomed subsequently making up welding in flat plate by simple deposition with an inclination of 10 degrees to vary the DBCP, where by assessment on how the MIG-P behaved in such a situation was possible, in addition to evaluating the MIG-P with adaptive control, in order to maintain a constant arc stability. Also high speed recording synchronized with acquiring current x voltage (oscillogram) was executed for better interpretation of the transfer mechanism and better evaluation in regard to the study of the stability of the process. It is concluded that parameters 3 and 4 exhibited greater versatility; diameters drop equal to or slightly less than the diameter of the wire exhibited better stability due to their higher frequency of detachment, and the detachment of the drop base does not harm the maintenance the height of the arc

Influência da umidade nas propriedades mecânicas dos compósitos poliméricos híbridos (sisal/ vidro)

This study aims to evaluate the mechanical properties of polymer matrix composites reinforced with sisal fabric bidirectional tissue (Agave sisalana,) and E-glass fibers, containing the following configuration: a polymer matrix hybrid composite (Polyester Resin orthophalic) reinforced with three (3) layers of glass fibers and alternating-2 (two) layers of bidirectional sisal fabric, and finally a composite of polymer matrix reinforced with five (5) layers of glass fiber mat-type E. For this purpose as first step, the preparation of by sisal, since they are not on the market. The composites were made by manual lamination (Hand lay-up) and evaluated for tensile properties and three point bending both in the dry, and wet conditions aswele as immersed in oil. Macroscopic and microscopic characteristics of the materialsweve awalysed, after the completion of the mechanical tests. After the studies, it was proven that the sisal fiber decreases the tensile stiffness of the material above 50% for both situations studied the tensile strength of the material decreases by approximately 40% for the cases mentioned, and when compared to the specific strength stiffness values drop to 14.6% and 29.02% respectively for the dry state only. Constants for bending the values were are to approximately 50% to 25% for strength and stiffness of the material for the cases dry, wet and immersed in oil. Under the influence of tension fluids do not interfere in the stiffness of the material for the bending tests, the same does not occur with the resistance, and these values are modified only in the cases stiffness and flexural strength

Influência da formação de pozolanas com adição de metacaulim em concreto de alta resistência

The need to build durable structures and resistant to harsh environments enabled the development of high strength concrete, these activities generate a high cement consumption, which implies factor in CO2 emissions. Often the desired strength is not achieved using only the cement composition. This study aims to evaluate the influence of pozzolans with the addition of metakaolin on the physical mechanics of high strength concrete comparing them with the standard formulation. Assays were performed to characterize the aggregates according to NBR 7211, evaluation of cement and coarse aggregate through the trials of petrography (NBR 15577-3/08) and alkali-aggregate reaction (NBR 15577-05/08). Specimens were fabricated according to NBR 5738-1/04 with additions of 0%, 4%, 6%, 8% and 10% of metakaolin for cement mortars CP V in the formulations. For evaluation of the concrete hardened in fresh state and scattering assays were performed and compressive strength in accordance with the NBR 7223/1992 and NBR 5739-8/94 respectively. The results of the characterization of aggregates showed good characteristics regarding size analysis and petrography, as well as potentially innocuous as the alkali-aggregate reaction. As to the test of resistance to compression, all the formulations with the addition of metakaolin showed higher value at 28 days of disruption compared with the standard formulation. These results present an alternative to reduce CO2 emissions, and improvements in the quality and durability of concrete, because the fine particle size of metakaolin provides an optimal compression of the mass directly influencing the strength and rheology of the dough