Gestão da satisfação e fidelidade do cliente : um estudo dos fatores que influenciam na satisfação e fidelidade dos clientes corporativos de telefonia celular

The competition in the telecommunications industry has grown in Brazil since the privatization, forcing companies that are active in the market to a growing commitment to quality products and services in order to survive. In this context, this work aims to understand the main factors that influence the degree of satisfaction exists in respect of a mobile operator with its corporate customers. The research covered theoretical concepts and analytical models of quality management system and models of indices related to the measurement of customer satisfaction. For the field research was carried out in a practical application of the main approaches based on this thesis by a case study in corporate segment, through a questionnaire applied to 10 consultants and 40 corporate customers of that company. Comparing the results of research with the consultants and corporate clients there is the concern of respondents to the indicators that comprise the constructs of customer satisfaction, commitment calculated, the price index and the handling of complaints, denoting the dissatisfaction of the general assessment for corporate customers with the carrier, against its current expectations. It is concluded that the mobile operator of the telecommunications industry have a big challenge, after ten years of privatization and consequently the period of rapid expansion of customer base and with the depleted, retain corporate customers as highly strategic, thus avoiding that migrate to other companies. We emphasize the need for further research and analysis of different approaches through research and using the same models to specifically evaluate and measure customer satisfaction of mobile enterprise, to adjust the model to the national market. Finally, we suggest the creation of an effective customer loyalty program with a strategy of relationship and specific to the corporate sector of mobile telephony

Fatores influenciadores da implementação de ações de gestão de segurança da informação :um estudo com executivos e gerentes de tecnologia da informação das empresas do Rio Grande do Norte

Information is one of the most valuable organization s assets, mainly on a global and highly competitive world. On this scenery there are two antagonists forces: on one side, organizations struggle for keeping protected its information, specially those considered as strategic, on the other side, the invaders, leaded by innumerous reasons - such as hobby, challenge or one single protest with the intention of capturing and corrupting the information of other organizations. This thesis presents the descriptive results of one research that had as its main objective to identify which variables influence the Executives´ and CIOs´ perceptions toward Information Security. In addition, the research also identified the profile of Rio Grande do Norte s organizations and its Executives/CIOs concerning Information Security, computed the level of agreement of the respondents according to NBR ISO/IEC 17799 (Information technology Code of practice for information security management) on its dimension Access Control. The research was based on a model, which took into account the following variables: origin of the organization s capital, sector of production, number of PCs networked, number of employees with rights to network, number of attacks suffered by the organizations, respondent´s positions, education level, literacy on Information Technology and specific training on network. In the goal´s point of view, the research was classified as exploratory and descriptive, and, in relation of the approach, quantitative. One questionnaire was applied on 33 Executives and CIOs of the 50 Rio Grande do Norte s organizations that collected the highest taxes of ICMS - Imposto sobre Circulação de Mercadorias on 2000. After the data collecting, cluster analysis and chi-square statistical tools were used for data analysis. The research made clear that the Executives and CIOs of Rio Grande do Norte s organizations have low level of agreement concerning the rules of the NBR ISO/IEC 17799. It also made evident that the Executives and CIOs have its perception toward Information Security influenced by the number of PCs networked and by the number of attacks suffered by the organizations

Fatores de influência na produção de leite bovino sobre os níveis da contagem bacteriana total

The objective of this study was to evaluate the influence of milking procedures on the levels of total bacterial count (TBC) in bovine milk. In the first study the influences of procedures for hygienic milking, cleaning of milking equipment and milk cooling tanks on the TBC levels were evaluated. Four bulk samples of milk were collected from each tank in eight properties for TBC analysis, employing the flow cytometry method. A questionnaire was applied in each property to assess the current situation of milking procedures on each production system that took part on this research, followed by training of employees in good agricultural practices in the production of milk and monitoring of the TBC measurements. The methodology for analysis of longitudinal data was considered, focusing on random effects models. The results showed that the handling procedures for milking and the cleanliness of the cooling tank contributed to a further reduction in the levels of TBC raw milk cooling tanks. The second study aimed to describe the percentage of the properties that comply with the Normative Instruction Nº 51 (Brazil s IN 51) with regard to total bacterial count (TBC) in bovine milk. The study was conducted from January 2010 to July 2011. Milk samples were collected from the eight properties selected for TBC analysis by the flow cytometry method. Again, on each property a questionnaire was applied to assess the current situation of milking procedures on each production system that took part on this research, followed by training of employees in good agricultural practices in the production of milk and monitoring of the TBC measurements. The methodology of marginal models based on Generalized Estimate Equations (GEEs) was followed in the statistical analysis. The results showed that the handling procedures of the milking and the cleanliness of the cooling tanks contributed to a considerable percentage of the properties that reached the limits of TBC established by IN 51

Fatores que afetam o apoio de residentes ao desenvolvimento do turismo em sítios arqueológicos: um estudo no Seridó Potiguar

The tourist activity , which appropriates spaces and natural , cultural , social and economic scenarios in a given locality , requires a model of integrated development necessarily reconciling the support of residents. In this perspective , this study aims to analyze the factors influencing the support of residents in tourism development in archaeological sites , specifically in the two counties of Parelhas and Carnaúba dos Dantas , in Rio Grande do Norte, in the region of Seridó Potiguar as well as the interrelationship existing between these factors . To achieve the proposed objective of the research , a descriptive -exploratory and quantitative study based on the study of Nunkoo and Hamkisson (2012 ) , using the technique of Structural Equation Modeling - SEM to explain the relationships of the constructs used in this research. Data collection was performed during the periodof May 2013 to July 2013. Among other studies, results indicate that , for the profile of the interviewees used , the higher the confidence of the community residing in the government agencies responsible for, the largest tourism will support the resident to the tourism development and that this supply relationship institutions and government agencies an opportunity to enhance their development strategies and social thinking of the resident agent of tourism . It was also found that the analysis model proposed has a better structural relationship when used interviewees who have knowledge about the activities in the archaeological sites , then suggesting the need for further research on the effect of the level of knowledge of the interviewee on the object and support of residents to tourism development

Distribuição socioespacial dos fatores dinâmicos da população na Região Metropolitana de Natal

The Metropolitan Region of Natal, like other metropolitan regions in Brazil, was marked by intense and rapid urbanization of the country occurred only in the second half of the twentieth century, coinciding with the process of consolidation of the industry in the country, resulting in serious urban social problems, such as the increase in slums, lack of infrastructure and this increase in violence in urban centers. When enters the reality of the metropolitan region, assessing the impacts of restructuring productive in the context of globalization, analyzing how the socio-economic factors influencing the dynamic of the population, whose configuration was shown to be contradictory according to social class busy. Accordingly, we studied the demographic configuration of the Metropolitan Region of Natal, analyzing their spatial distribution and their socio-demographic differences in light of building a type socio-space, which cuts the metropolitan space in homogeneous areas