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 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

Caracterização dos resíduos esgotados de sistemas de tratamento individual de esgotos de Natal

In Natal still dominates the use of individual disposal systems for domestic sewage, once only 29% of the city has a sewarage system. Wastes that are accumulated in these individual treatment systems should be exhausted periodically, service provided by collector entrepreneurs. Some of these companies causing major damage to the environment. In Natal, only two companies have their own septage (RESTI) treatment system, which were designed with parameters from domestic sewage generating strain and inefficient systems. Therefore, the characterization becomes essential as a source of parameters for their design. Thus, this work presents the physical-chemical and microbiological characterization of waste pumped from individual sewage treatment systems. Samples collections were made weekly from 5 different trucks at the reception point on the treatment plant on the point of the preliminary treatment. From each truck it was taken 5 samples during the discharge in order to make a composite sample. Afterwards, samples were carried out to laboratory and analyses for determination of temperature, pH, conductivity, BOD, COD, nitrogen (ammonia e organic), alkalinity, oils, phosphorus, solids, faecal coliforms and helminth egg. The results were treated as a single database, and ranked according to its generating source (multi and single house, lodging, health, services and / or food), area of origin (metropolitan, south and north) and type of system (cesspits, septic tank and / or sink). Through these data it was possible to verify that the type of system adopted by most in Natal and the metropolitan region is cesspit, besides to confirm the difference between the septage of areas with a population have different social and economical characteristics. It was found that the septage have higher concentrations than domestic sewage, except for thermotolerant coliforms that showed concentrations of 1,38E+07. Among the parameters studied, is the median values identified for COD (3,549 mg / L), BOD (973mg / L) and total solids (3.557mg / L). The volatile fraction constitutes about 70% of the total solids of the septage. For helminths has been a median of 7 eggs/L. In general, the characteristics of the waste followed the variability found in the literature reviewed for all variables, showing high amplitudes

Caracterização do conteúdo de fossas e tanques sépticos na cidade de Natal

Only 32% of the population of Natal is attended by sewage, while the remaining population use pits and septic tanks. The characterization of the contents of septic tanks and pits contributes to the performance of such system and may guide the decision on treatment of these contents. The main of this research is to characterize the contents of interior residential pits and septic tanks in the greater Natal, with the following specific goals: to develop and manufacture a sampler capable of collecting a representative sample of the entire column (the surface scum, the clarified liquid and sludge bottom); to compare the contents of the tanks with the pits; to compare the contents of the septage from vacuum trucks; to relate the composition content with socioeconomic characteristics of households; to compare the content in both chambers of the septic tanks in series; to assess the situation of the content before and six months after the cleanness; and ultimately propose a pilot scale plant for treatment of septage. Once the sampler was developed, samples were collected within 14 septic tanks and 10 pits in many districts of Natal. Medians of the 24 systems were obtained: temperature, pH, conductivity, oil and grease, total solids, total suspended solids and sediments of 28.0 °C, 6.95; 882 mS/cm, 75.2 mg/L; 10,169 mg/L, 6,509 mg/L and 175 mL/L respectively; 111.0 mgN/L for ammonia, 130.5 mgN/ L for organic nitrogen, 0.2 mgN/L for nitrite, 0.4 mg/L for nitrate; 8935 mgO2/L for COD, 29.2 mgP/L for total phosphorus, thermotolerant coliforms from 9.95 E +06 CFU/100mL helminth eggs and 9.2 eggs/L with a maximum concentration of 688 eggs/L and minimum of 0 eggs/L. Medians of organic nitrogen and TKN were significantly different between groups of tanks and pits. The systems with cleanness gap from 11 and 20 years presented the higher concentrations for most variables. The effluent from the toilets and bathrooms participate more effectively in contributing fractions of solids, alkalinity, nitrogen, COD, total phosphorus, thermotolerant coliforms and helminth eggs. The systems used by socioeconomics class with income from R$ 3,700.00 to R$ 7,600.00, presented higher concentrations for COD, nitrogen, solids and helminth eggs. The first of the two chambers had always presented higher concentrations over the second compartment. The analysis of variance for most variables, showed that the values of septic tanks, pits and septage from vacuum trucks belong to the same group. In the samples taken after cleanness, the median of pH and temperature increased, while alkalinity, COD, organic nitrogen, total phosphorus, ammonia and helminth eggs decreased. The oils and greases and thermotolerant coliforms had slightly varied due to the continuous release of sewage into the systems that maintained their steady state concentrations.

Estudo de sistemas complexos com interações de longo alcance : percolação, redes e tráfego

In this thesis we investigate physical problems which present a high degree of complexity using tools and models of Statistical Mechanics. We give a special attention to systems with long-range interactions, such as one-dimensional long-range bondpercolation, complex networks without metric and vehicular traffic. The flux in linear chain (percolation) with bond between first neighbor only happens if pc = 1, but when we consider long-range interactions , the situation is completely different, i.e., the transitions between the percolating phase and non-percolating phase happens for pc < 1. This kind of transition happens even when the system is diluted ( dilution of sites ). Some of these effects are investigated in this work, for example, the extensivity of the system, the relation between critical properties and the dilution, etc. In particular we show that the dilution does not change the universality of the system. In another work, we analyze the implications of using a power law quality distribution for vertices in the growth dynamics of a network studied by Bianconi and Barabási. It incorporates in the preferential attachment the different ability (fitness) of the nodes to compete for links. Finally, we study the vehicular traffic on road networks when it is submitted to an increasing flux of cars. In this way, we develop two models which enable the analysis of the total flux on each road as well as the flux leaving the system and the behavior of the total number of congested roads

O problema do caixeiro viajante alugador : um estudo algorítmico

The Car Rental Salesman Problem (CaRS) is a variant of the classical Traveling Salesman Problem which was not described in the literature where a tour of visits can be decomposed into contiguous paths that may be performed in different rental cars. The aim is to determine the Hamiltonian cycle that results in a final minimum cost, considering the cost of the route added to the cost of an expected penalty paid for each exchange of vehicles on the route. This penalty is due to the return of the car dropped to the base. This paper introduces the general problem and illustrates some examples, also featuring some of its associated variants. An overview of the complexity of this combinatorial problem is also outlined, to justify their classification in the NPhard class. A database of instances for the problem is presented, describing the methodology of its constitution. The presented problem is also the subject of a study based on experimental algorithmic implementation of six metaheuristic solutions, representing adaptations of the best of state-of-the-art heuristic programming. New neighborhoods, construction procedures, search operators, evolutionary agents, cooperation by multi-pheromone are created for this problem. Furtermore, computational experiments and comparative performance tests are conducted on a sample of 60 instances of the created database, aiming to offer a algorithm with an efficient solution for this problem. These results will illustrate the best performance reached by the transgenetic algorithm in all instances of the dataset

Uma linguagem de descrição arquitetural baseada em uma arquitetura de referência para sistemas ubíquos

A computação ubíqua é um paradigma no qual dispositivos com capacidade de processamento e comunicação são embutidos nos elementos comuns de nossas vidas (casas, carros, máquinas fotográficas, telefones, escolas, museus, etc), provendo serviços com um alto grau de mobilidade e transparência. O desenvolvimento de sistemas ubíquos é uma tarefa complexa, uma vez que envolve várias áreas da computação, como Engenharia de Software, Inteligência Artificial e Sistemas Distribuídos. Essa tarefa torna-se ainda mais complexa pela ausência de uma arquitetura de referência para guiar o desenvolvimento de tais sistemas. Arquiteturas de referência têm sido usadas para fornecer uma base comum e dar diretrizes para a construção de arquiteturas de softwares para diferentes classes de sistemas. Por outro lado, as linguagens de descrição arquitetural (ADLs) fornecem uma sintaxe para representação estrutural dos elementos arquiteturais, suas restrições e interações, permitindo-se expressar modelo arquitetural de sistemas. Atualmente não há, na literatura, ADLs baseadas em arquiteturas de referência para o domínio de computação ubíqua. De forma a permitir a modelagem arquitetural de aplicações ubíquas, esse trabalho tem como objetivo principal especificar UbiACME, uma linguagem de descrição arquitetural para aplicações ubíquas, bem como disponibilizar a ferramenta UbiACME Studio, que permitirá arquitetos de software realizar modelagens usando UbiACME. Para esse fim, inicialmente realizamos uma revisão sistemática, de forma a investigar na literatura relacionada com sistemas ubíquos, os elementos comuns a esses sistemas que devem ser considerados no projeto de UbiACME. Além disso, com base na revisão sistemática, definimos uma arquitetura de referência para sistemas ubíquos, RA-Ubi, que é a base para a definição dos elementos necessários para a modelagem arquitetural e, portanto, fornece subsídios para a definição dos elementos de UbiACME. Por fim, de forma a validar a linguagem e a ferramenta, apresentamos um experimento controlado onde arquitetos modelam uma aplicação ubíqua usando UbiACME Studio e comparam com a modelagem da mesma aplicação em SySML.

Estudo da redução de arrasto induzido por polímeros em escoamentos internos turbulentos em dutos

The flows turbulent and laminar are present in various applications of engineering and one of the villain of energy loss big is the surface friction. Currently, there are several research aimed for the study of reducing drag (DR) with the objective of developing effective methods to reduce the friction. Regardless of numerous research carried out until today, the phenomenon DR still remains in study not it is fully understood. This paper studied the drag reduction by polymer induction in turbulent internal flows in ducts. We constructed a testing bench to perform the analysis of drag reduction, the bench has basically two manometers with a 8.5 psi full scale, a peripheral pump 0.5 HP, an acrylic tank, valves and tubes pvc and is situated in the Laboratory Fluid Mechanics UFRN. Were used as polymer additives to polyethylene glycol 4000, the Polyox WSR N60K, Polyox WSR 301 and Polyox WSR 205. The rationale for the choice of these polymers is their wide application in situations requiring greater energy efficiency, such as the addition reducing polymers for the jet used by the fire department to achieve greater distances. The induced drag reduction polymers is investigated from the turbulent flow analysis, with Reynolds number in a range between 2×104

Estudo da redução de arrasto induzido por polímeros em escoamentos internos turbulentos em dutos

The flows turbulent and laminar are present in various applications of engineering and one of the villain of energy loss big is the surface friction. Currently, there are several research aimed for the study of reducing drag (DR) with the objective of developing effective methods to reduce the friction. Regardless of numerous research carried out until today, the phenomenon DR still remains in study not it is fully understood. This paper studied the drag reduction by polymer induction in turbulent internal flows in ducts. We constructed a testing bench to perform the analysis of drag reduction, the bench has basically two manometers with a 8.5 psi full scale, a peripheral pump 0.5 HP, an acrylic tank, valves and tubes pvc and is situated in the Laboratory Fluid Mechanics UFRN. Were used as polymer additives to polyethylene glycol 4000, the Polyox WSR N60K, Polyox WSR 301 and Polyox WSR 205. The rationale for the choice of these polymers is their wide application in situations requiring greater energy efficiency, such as the addition reducing polymers for the jet used by the fire department to achieve greater distances. The induced drag reduction polymers is investigated from the turbulent flow analysis, with Reynolds number in a range between 2×104