Gestão da satisfação e fidelidade do cliente :um estudo dos fatores que influenciam a satisfação e a fidelidade no turismo regional

This Thesis presents a contribution to the study of models of customer satisfaction, analyzing the relationship between construct satisfaction and its antecedents and consequences, carrying through a survey with tourists who live in states of northeast region, had used to travel by bus or their own car and used hotel of Natal in the period from march to june at 2004. The theory research is focused in concepts of customer satisfaction and loyalty, quality management system models and customer satisfaction measurement index models. For the field survey was applied a model with questions based on the norwegian customer satisfaction barometer - NCSB considered for Johnson et al., 2001 with 92 tourists. The results gotten for the multiple regression evidence that tourist satisfaction with respect to the hotel suffer fort influences of six drivers of quality and complaints management. However the factors that influencing tourist loyalty with hotel are affective commitment, satisfaction with the hotel and the complaints management

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

Modelos de sobrevivência com fração de cura e erro de medida nas covariáveis

In this work, we study the survival cure rate model proposed by Yakovlev et al. (1993), based on a competing risks structure concurring to cause the event of interest, and the approach proposed by Chen et al. (1999), where covariates are introduced to model the risk amount. We focus the measurement error covariates topics, considering the use of corrected score method in order to obtain consistent estimators. A simulation study is done to evaluate the behavior of the estimators obtained by this method for finite samples. The simulation aims to identify not only the impact on the regression coefficients of the covariates measured with error (Mizoi et al. 2007) but also on the coefficients of covariates measured without error. We also verify the adequacy of the piecewise exponential distribution to the cure rate model with measurement error. At the end, model applications involving real data are made

Um sistema para estimação da vazão de gás de poços produzindo por Plunger Lift para vaso separador de teste em plataformas de petróleo

This work intends to analyze the behavior of the gas flow of plunger lift wells producing to well testing separators in offshore production platforms to aim a technical procedure to estimate the gas flow during the slug production period. The motivation for this work appeared from the expectation of some wells equipped with plunger lift method by PETROBRAS in Ubarana sea field located at Rio Grande do Norte State coast where the produced fluids measurement is made in well testing separators at the platform. The oil artificial lift method called plunger lift is used when the available energy of the reservoir is not high enough to overcome all the necessary load losses to lift the oil from the bottom of the well to the surface continuously. This method consists, basically, in one free piston acting as a mechanical interface between the formation gas and the produced liquids, greatly increasing the well s lifting efficiency. A pneumatic control valve is mounted at the flow line to control the cycles. When this valve opens, the plunger starts to move from the bottom to the surface of the well lifting all the oil and gas that are above it until to reach the well test separator where the fluids are measured. The well test separator is used to measure all the volumes produced by the well during a certain period of time called production test. In most cases, the separators are designed to measure stabilized flow, in other words, reasonably constant flow by the use of level and pressure electronic controllers (PLC) and by assumption of a steady pressure inside the separator. With plunger lift wells the liquid and gas flow at the surface are cyclical and unstable what causes the appearance of slugs inside the separator, mainly in the gas phase, because introduce significant errors in the measurement system (e.g.: overrange error). The flow gas analysis proposed in this work is based on two mathematical models used together: i) a plunger lift well model proposed by Baruzzi [1] with later modifications made by Bolonhini [2] to built a plunger lift simulator; ii) a two-phase separator model (gas + liquid) based from a three-phase separator model (gas + oil + water) proposed by Nunes [3]. Based on the models above and with field data collected from the well test separator of PUB-02 platform (Ubarana sea field) it was possible to demonstrate that the output gas flow of the separator can be estimate, with a reasonable precision, from the control signal of the Pressure Control Valve (PCV). Several models of the System Identification Toolbox from MATLAB® were analyzed to evaluate which one better fit to the data collected from the field. For validation of the models, it was used the AIC criterion, as well as a variant of the cross validation criterion. The ARX model performance was the best one to fit to the data and, this way, we decided to evaluate a recursive algorithm (RARX) also with real time data. The results were quite promising that indicating the viability to estimate the output gas flow rate from a plunger lift well producing to a well test separator, with the built-in information of the control signal to the PCV

Avaliação dos modelos de predição de propagação para telefonia móvel celular na cidade do Natal

The development of wireless telecommunication in the last years has been great. It has been taking academics to conceive new ideas and techniques. Their aims are to increase the capacity and the quality of the system s services. Cells that are smaller every time, frequencies that are every time higher and environments that get more and more complex, all those facts deserve more accurate models the propagation prediction techniques are inserted in this context and results with a merger of error that is compatible with the next generations of communication systems. The objective of this Work is to present results of a propagation measurement campaign, aiming at pointing the characteristics of the mobile systems covering in the city of Natal (state of Rio Grande do Norte, Brazil). A mobile laboratory was set up, using the infra-structure available and frequently used by ANATEL. The measures were taken in three different areas: one characterized by high buildings, high relief, presence of trees and towers of different highs. These areas covered the city s central zone, a suburban / rural zone and a section of coast surrounded by sand dunes. It is important to highlight that the analysis was made taking into consideration the actual reality of cellular systems with covering ranges by reduced cells, with the intent of causing greater re-use of frequencies and greater capacity of telephone traffic. The predominance of telephone traffic by cell in the city of Natal occurs within a range inferior to 3 (three) km from the Radio-Base Station. The frequency band used was 800 MHz, corresponding to the control channels of the respective sites, which adopt the FSK modulation technique. This Dissertation starts by presenting a general vision of the models used for predicting propagation. Then, there is a description of the methodology used in the measuring, which were done using the same channels of control of the cellular system. The results obtained were compared with many existing prediction models, and some adaptations were developed by using regression techniques trying to obtain the most optimized solutions. Furthermore, according to regulations from the old Brazilian Holding Telebrás, a minimum covering of 90% of a determined previously area, in 90% of the time, must be obeyed when implanting cellular systems. For such value to be reached, considerations and studies involving the specific environment that is being covered are important. The objective of this work is contribute to this aspect

Método híbrido para projeto de superfícies seletivas em frequência

This thesis presents a hybrid technique of frequency selective surfaces project (FSS) on a isotropic dielectric layer, considering various geometries for the elements of the unit cell. Specifically, the hybrid technique uses the equivalent circuit method in conjunction with genetic algorithm, aiming at the synthesis of structures with response single-band and dual-band. The equivalent circuit method allows you to model the structure by using an equivalent circuit and also obtaining circuits for different geometries. From the obtaining of the parameters of these circuits, you can get the transmission and reflection characteristics of patterned structures. For the optimization of patterned structures, according to the desired frequency response, Matlab™ optimization tool named optimtool proved to be easy to use, allowing you to explore important results on the optimization analysis. In this thesis, numeric and experimental results are presented for the different characteristics of the analyzed geometries. For this, it was determined a technique to obtain the parameter N, which is based on genetic algorithms and differential geometry, to obtain the algebraic rational models that determine values of N more accurate, facilitating new projects of FSS with these geometries. The optimal results of N are grouped according to the occupancy factor of the cell and the thickness of the dielectric, for modeling of the structures by means of rational algebraic equations. Furthermore, for the proposed hybrid model was developed a fitness function for the purpose of calculating the error occurred in the definitions of FSS bandwidths with transmission features single band and dual band. This thesis deals with the construction of prototypes of FSS with frequency settings and band widths obtained with the use of this function. The FSS were initially reviewed through simulations performed with the commercial software Ansoft Designer ™, followed by simulation with the equivalent circuit method for obtaining a value of N in order to converge the resonance frequency and the bandwidth of the FSS analyzed, then the results obtained were compared. The methodology applied is validated with the construction and measurement of prototypes with different geometries of the cells of the arrays of FSS.

Método híbrido para projeto de superfícies seletivas em frequência

This thesis presents a hybrid technique of frequency selective surfaces project (FSS) on a isotropic dielectric layer, considering various geometries for the elements of the unit cell. Specifically, the hybrid technique uses the equivalent circuit method in conjunction with genetic algorithm, aiming at the synthesis of structures with response single-band and dual-band. The equivalent circuit method allows you to model the structure by using an equivalent circuit and also obtaining circuits for different geometries. From the obtaining of the parameters of these circuits, you can get the transmission and reflection characteristics of patterned structures. For the optimization of patterned structures, according to the desired frequency response, Matlab™ optimization tool named optimtool proved to be easy to use, allowing you to explore important results on the optimization analysis. In this thesis, numeric and experimental results are presented for the different characteristics of the analyzed geometries. For this, it was determined a technique to obtain the parameter N, which is based on genetic algorithms and differential geometry, to obtain the algebraic rational models that determine values of N more accurate, facilitating new projects of FSS with these geometries. The optimal results of N are grouped according to the occupancy factor of the cell and the thickness of the dielectric, for modeling of the structures by means of rational algebraic equations. Furthermore, for the proposed hybrid model was developed a fitness function for the purpose of calculating the error occurred in the definitions of FSS bandwidths with transmission features single band and dual band. This thesis deals with the construction of prototypes of FSS with frequency settings and band widths obtained with the use of this function. The FSS were initially reviewed through simulations performed with the commercial software Ansoft Designer ™, followed by simulation with the equivalent circuit method for obtaining a value of N in order to converge the resonance frequency and the bandwidth of the FSS analyzed, then the results obtained were compared. The methodology applied is validated with the construction and measurement of prototypes with different geometries of the cells of the arrays of FSS.