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 ambiental na agricultura: um estudo sobre fatores associados à conscientização ambiental em estudantes de uma escola agrotécnica

This study deals with environmental issues on agriculture. In this context, the aim of this study is investigate factors able to influence the environmental conscientization of students of a agricultural technicals school about the aspects and environmental impacts related to the agricultural productive process. Besides, the used methodology on this work was to the application of a questionnaire based in Likert-kind scale with closed questions, they are constituted of variables which consisted of groups denominated perception, attitude, communitarian sense, commitment, sel-consciousness, knowledge and student profile. Like data analysis way was used descriptive analysis and chi-square to check the association significance between the perception variable with the variable ones of cited groups. The results obtained show that the environmental knowledge variable was one of the that showed high significance when it associated to the variables of perception group. The students with environmental knowledge showed high consideration that the production activities on agriculture cause large adverse impacts on environment. After the identification of some factors of environmental conscientization are shown recommendations which school must prepare techniques in aware high school of agricultural sciences with the environmental problems which be able to apply sustainable technologies on agriculture instead of traditional ones through the benefit of environment

Fatores determinantes das estratégias de gestão ambiental na indústria millennium inorganic chemicals: cristal global

The general aim of this research was to analyze the factors that determine the environmental management strategies in the industry Millennium Inorganic Chemicals: Crystal Global, but also analyze which environmental management strategies are used by industry. For the achievement of the proposed objective, we conducted a case study organization based in twenty-eight environmental management strategies raised in the literature. Following this survey, it was possible to ascertain which of these strategies are used in the industry studied, as well as which factors are decisive for the implementation of these. The research is characterized as qualitative and applied, as the goals is exploratory and descriptive, with regard to the data, these were obtained through interviews with the directors of the organization and also documents made available by the industry. As a main result, it was realized that the industry practices twenty-eight twenty of environmental management strategies proposed in this study, the scale Waste Management that encompasses more strategies. Regarding the determinants realized that the endogenous factors that are most pressing for the organization creating environmental strategies, and these determinants, since the exogenous, with the exception of environmental legislation, not put pressure on the organization

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

Fatores que influenciam a fidelidade dos clientes em postos de combustíveis da cidade de Natal/RN

The customer loyalty became strategy factor for the sustainability of business enterprises. And will be them competitive is important to describe the factors than the consumers consider for to choose the business than will buy the product or service. The dissertation objective is to know the factors that influence the consumer s satisfaction and loyalty in gas stations of Natal/RN, using the index national of customer satisfaction. The literature review was directed for strategy concepts, service quality, satisfaction and fidelity consumer and index national of customer satisfaction. The method used was descriptive-explicative, with application of a survey, from march 15 until april 15 of 2013, with 391 consumers of gas station. In relational analysis, we considered eight constructs: quality, price, complaints, satisfaction, image, loyalty, affection and commitment calculated. For customer satisfaction, the factors that influence have resulted in fuel quality, technical skills of vendors and duration of service. For customer loyalty, the factors that influence resulted in: image, feeling for distributor flag post, location and overall satisfaction with the gas station

Gestão ambiental e competitividade: um estudo sobre os fatores que afetam a decisão de compra de produtos orgânicos na cidade de Teresina-PI

The organic products represent one of the main trends of alimentary consumption in the new century. In Brazil, the answer is already well representative which it becomes the country, as a great consuming and exporting market of products of LVF type. The objective of this research was to investigate the factors capable to influence the food consumer in its purchase decision of organic products in the supermarkets of Teresina, capital of Piauí State. The methodology was exploratory and descriptive, using survey, with closed and opened questions in 542 interviewed. The questionnaire was based on projected scales to evaluate the factors that can influence the purchase decision of organic products, whose variable had been grouped in the following groups: behavior, knowledge, interest, competitiveness, importance, barrier and profile. The used statistical techniques were descriptive analysis and multiple regression analysis. The results demonstrate interest of the population in paying more for the organic product, due to better quality of life, however it lacks to one better spreading and greater sensitization to attract these consumers. Some recommendations and proposals are presented after the results, as suggestions for future research

Fatores condicionantes da utilização da Internet na compra de serviços de viagens e turismo: estudo com turistas brasileiros em visita à Natal-RN

In today s global society, companies have become even more competitive with the abundance of information that prospective clients have available to them. This way the tourist services has appropriate the distribution using electronics ways as information for doing acquirement services. This work, shows the adopted provision of on-line tourist services does have suited apportionment for factors and buy decisions. The method used is a survey applied to the tourists, at international airport Augusto Severo, no matter why the visit reason to Natal city, at all, they were 210 people, being the chief variables evaluated the tourist perception of facility, utility, benefits, amenity and pleasure from the Internet s use, under the terms at the tourists experiences from the WEB about to acquisitions and researches. The results acquaint that the younger tourists or less experts tourists, in visit to Natal, demonstrated greater bias to the Internet s use than the other people. By the way women have a larger representation as a consumer from the WEB and finally, people along greater study tends to adopt. The work s contribution provides greater knowledge for the tourism executives about how might use the Internet, as well as bring forward a scene propitious for the on-line diffuseness service

Fatores estressores no ambiente de trabalho docente: uma investigação em uma universidade privada

Currently, it stress it comes negative affecting the life of the people. In this direction, the present dissertação had as purpose to investigate the factors stressor in the environment of teaching work in a private university. For its concretion, bibliographical studies had been carried through, applied questionnaires, which were elaborated in elapsing of this dissertação, and comment of the environment of work of the professors. From the analysis of Spearman, of studies and comments 7 groups of variable had been analyzed, of which three of them if had shown excellent in the sprouting of stress it negative, namely: Environment of Work, characterization of the teaching activity and organization of the time/institucional aspects. From the displayed one, it is observed that the factors most excellent, that influence in the sprouting of stress it negative in the professors are: the imperfections of communication, the wage and the instability how much to horary the load definition attributed to these professionals

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

Variação, mudança e ensino: o caso dos pronomes possessivos da gente e nosso(a)(s) em uma abordagem sociofuncionalista

In this work, we analyze the variation and change phenomenon involving the possessive pronouns da gente and nosso(a)(s) in the light of the theoretical referentials of the North-american linguistic functionalism and of the variationist sociolinguistics. At first we present the phenomenon itself, highlighting the fact that few studies have considered it as an object, gap which we will try to fill in with our contribution. In the following chapter, we emphasize concepts and principles of the functionalism and the sociolinguistics that are used as our background for the data analysis. In the third chapter, we present what the normative grammars inform about our object of study, besides synthesizing some works on variation and change involving the personal pronouns nós and a gente. In the following chapter, we analyze the data. We used data from the Discurso & Gramática a língua falada e escrita na cidade do Natal (FURTADO DA CUNHA, 1998) corpus. In this chapter we present the results for the groups of social and linguistic factors which we can control. Grounded on these results, we specify the preferential contexts for employing the pronouns da gente and nosso(a)(s) and we observe that the social motivations, the valorization credited to the forms and the identity marks underly the restrictions exercised in their use by social factor groups, besides obtaining signs of ongoing changes in apparent time (from the age factor groups) and possible use specializations of each form, what helped us verify the course of the grammaticalization process of the referred pronouns in the community of Natal. In the sixth chapter, we make some considerations on the teaching of grammar and propose activities which can be carried on in the classroom involving the possessive pronouns da gente and nosso(a)(s) considering the variation and change issue

A implementação do você em cartas pessoais norte-riograndenses do século XX

Considering the theoretical and methodological presuppositions of Variationist Sociolinguistics (cf. WEINREICH; LABOV; HERZOG, 2006; LABOV, [1972] 2008), in this dissertation, we describe and analyze the process of variation/change involving the personal pronouns tu and você, and its extension in the pronominal paradigm in Brazilian Portuguese (BP), in three sets of personal letters written by people from Rio Grande do Norte (RN) along the 20th century. The discursive universe of those letters is news from the cities in which the informers lived and the themes from their everyday life (trade, jobs, trips, family and politics). Part of the analyzed letters integrate the written by hand minimum corpus of the Projeto de História do Português Brasileiro no Rio Grande do Norte (PHPB-RN). We are based on previous studies about the pronominal system in BP Menon (1995), Faraco (1996), Lopes e Machado (2005), Rumeu (2008), Lopes (2009), Lopes, Rumeu e Marcotulio (2011), Lopes e Marcotulio (2011) e Martins e Moura (2012) , which register the form você replaces tu from the end of the first half of 20th century and attest the following situation: while (a) the imperative verbal forms, (b) the explicit subjects and (c) prepositional complement pronouns are favorable contexts for você, the (d) non imperative verbal forms (with null subject), (e) the non prepositional complement pronoun and (f) the possessive pronoun are contexts of resistance of tu. The results got in this dissertation confirm, partially, the statements defended by the previous studies regarding the favorable contexts for the implementation of você in BP: (i) there are, in the letters from the first two decades of 20th century (1916 to 1925), high frequency of the usage of the form você (98%); (ii) in the personal letters of RN especially in the love letters, in which there are higher recurrence of intimate subjects the discursive universe proved to be itself very relevant in the determination/conditions of the forms of tu; (iii) the unique feminine informer of our sample uses, almost categorically, the forms of tu in letters of the period from 1946 to 1972; (iv) the letters corresponding to the period from 1992 to 1994 present a significant usage of the forms associated to the innovating você, letting appear the change is already implemented in the system of BP and there are, in that set of letters, strong evidences that make us state the pronominal forms of non prepositional complement (accusative/ dative) related to tu are also implemented in a system with an almost categorical usage of você

Construções com tópico marcado em cartas pessoais brasileiras dos séculos XVIII, XIX E XX

This dissertation is a research on the marked topic construction (CT) in Brazilian personal letters from eighteenth, nineteenth and twentieth centuries. The goal of our research is to verify if CT are present in the writing of Brazilians born in the centuries in question. Our research focus is based on the assumptions of generative theory (CHOMSKY 1981; 1986), which states that grammar is internalized in the mind / brain of the writers, with the emphasis on studies of grammatical change, as pointed texts by Paixão de Sousa (2004), Carneiro (2005); Galves, Namiuti and Paixão de Sousa (2006) and Martins (2009). Our corpus was extracted from Projeto Para a História do Português Brasileiro (PHPB) and Cartas Brasileiras coletânea de fontes para o estudo do português. We selected forty-six correspondents who should be inserted into the two criteria set out in this research: to be Brazilian and be born in the centuries mentioned above, so that we could find legitimate topic constructions of PB. This work is based on researches by Pontes (1987), Mateus et al. (2003), Araujo (2006, 2009), Berlinck, Duarte and Oliveira (2009), which actively support us in the study of this linguistic phenomenon in Portuguese. The results show that the marked topic construction in our corpus appear on the writing of Brazilians since the second half of the eighteenth century, while the typical constructions in Brazilian Portuguese locative topic, subject topic and copy topic - are already reflected in the I-language of the writers born in the second half of the nineteenth century and the first of the twentieth century

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

Saúde física e emocional de cuidadores da cidade de Santa Cruz-RN: perfil epidemiológico e fatores associados

Taking care for an impaired elderly is a hard and costly task that could affect directly the caregiver health. The purpose of this study was to evaluate the physical and mental health of elderly caregivers from the city of Santa Cruz-RN and analyze the potential correlated factors through an observational analytic design of a crosssectional. A multidimensional questionnaire was used to evaluation of the social demographics characteristics and those related to the care activity, as well as the caregivers´ physical and mental health. It was realized a descriptive analyze using frequency distribution and measures of the central tendency and dispersion to description of the caregivers. To verify the magnitude of the association between the variables was used the bivariate analysis through the Pearson and Spearman correlations and qui-square test. To evaluation of the association of the correlated factors to the adverse outcome with the caregivers´ physical and mental health was made a multivariate analysis by logistic binary regression and multiple linear regression models. The final sample was constituted by 304 persons, mostly women with a mean age of 50.3 ±16.8 years. The principal factors related to the physical health were age, stress and life satisfaction. Be a male caregiver, caring for a little while the elderly with cognitive deficit and not been spouse were related to worse mental health. Have worse physical health, high stress, depressive symptomatology, burden and low levels of satisfaction were also related to the mental health. After adjust through multiple linear regression was observed R2 values of R2=0,21 for Stress, R2 =0,17 for Depressive Symptomatology, R2 =0,21 for Burden and R2 =0,16 for Satisfaction. The attainment of the factors associated with caregiver´s health can help in the elaboration of specifics politics witch the goal is the integral attention to the elderly and his caregiver. The inability of continuous taking care could result in adverse outcomes such as institutionalization, impairment and death

Variáveis relacionadas ao processo de adesão a um programa de prevenção de quedas em idosos cadastrados na Estratégia de Saúde da Família

Introduction: Falls among older adults is a public health problem, therefore it is necessary preventive actions, however the adherence is the major problem faced by practitioners and researchers working on falls prevention programs. Objective: To evaluate the variables related to the adherence to falls prevention programs among the elderly enrolled in a Basic Health Unit (BHU). Methods: Was performed an observational cross-sectional analytical study. All elderly registered in a BHU and able to ambulate independently were invited to participate in a falls prevent program. The Elderly who Adhered to the Program (EAP) were evaluated at BHU; and the Elderly Not Adhered to the Program (ENAP) were identified and assessed at home. The assessment for both groups was performed using an evaluation form containing personal data, measures and clinical scales to assess cognitive status, balance, mobility, fear of falling, handgrip strength. Data were analyzed with SPSS 20.0. In addition to this assessment, the ENAP underwent a semi structured interview, in which we used the qualitative approach based on the figure of the Collective Subject Discourse. Results: The study included 222 elderly, 111 EAP and 111ENAP, most aged between 70 and 79 years (48.2%), female (68.5%), married (52.3%) and illiterate (47.7%). Consolidated as protective factors for adherence, worst rates of physical activity (p = 0.001), balance (p = 0.010) and cognition (p = 0.007). The interview of ENAP identified two themes: "Local implementation of programs for the prevention of falls" and "Relationship between BHU and the elderly health care," and found that the elderly who did not adhere were unable to displace and did not mention that primary care programs are related to health care in elderly. Conclusions: Elderly who do not adhere to the program differ from elderly who adhere as worst indices of cognition, balance and physical activity which implies greater risk of falling; and they were unable to participate in falls prevention program and by to be caregiver and showed displacement difficult