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

Ocorrência de leite instável na região semiárida do Rio Grande do Norte e sua correlação com a qualidade do leite

The unstable non acid milk (UNAM) is characterized by coagulation in the alcohol test and wanted acidity (14-18°D). Among Brazilian regions, the South and Southeast have the highest occurrence of LINA, which has been causing problems for both producers and for industries, due to the disposal or undervaluation of milk. In the Northeast there are few studies that indicate their occurrence and quality. The objective of this study was to identify the occurrence of unstable non-acid milk in the west and central mesoregions of Rio Grande do Norte, determine their physicochemical characteristics, test alcoholic graduations and evaluate their correlation with the quality of milk. 176 raw milk samples were analyzed in the period from September to December /2014 from 23 APASA’s cooling tanks, located in 7 cities of west and central mesoregions RN. The samples were collected in duplicate, one sample used for alcohol testing at 68, 72 and 76%, measurement of pH, acidity, electrical conductivity and boiling proof, made in LABOLEITE / UFRN; and the other sample containing Bronopol® preservative, was sent to the APCBRH (Cattle Breeders Association Paranaense Holstein) laboratory in Curitiba-PR, which were analyzed fat, protein, total solids, lactose, casein, urea nitrogen and somatic cell count. The test alcohol samples disapproved 31.82%, of which 30% proved to be non-acid, and 30% had high acidity. The samples were divided into three classes: Stable Milk, UNAM and acid milk. 3% Tukey test was used for comparison of stable milk components and UNAM and there was no significant difference between them. Both classes obtained averages within the standard required by IN 62. The average value of electric conductivity was 4.84 mS/cm for stable milk, 4.55 mS/cm for unstable and acid milk and 4.53 mS/cm for non-acid unstable milk. The electrical conductivity was positively correlated with alcohol stability of milk and negative correlation with acidity and pH. Could not observe direct relationship between the electrical conductivity and the somatic cell count.The boiling test was negative for all samples UNAM. It can be concluded that the incidence of UNAM in the studied region is low, although the predisposing factors such as heat stress, drought and nutritional deficiency. In conclusion, the UNAM has quality similar to stable milk, conform the norms required by Agriculture Ministry, and with adequate thermal stability, which proves that there is no reason to reject this milk by industry.

Qualidade do leite de búfala (Bubalus bubalis) suplementada com selênio

This study aimed to evaluate the effect of diet with selenium on the physico-chemical composition and somatic cell count of buffalo milk, and check the selenium waste in milk and minas kind fresh cheese. For the analysis of physical-chemical composition and SCC were used 2264 buffalo milk data from the Murrah, belonging to Tapuio Ltda, located in the agreste region of the state of Rio Grande do Norte, in the period 2010 to 2014. To check the amount of selenium residue in buffalo milk and fresh cheese mines were used 100 Murrah buffaloes divided into 5 lots. The batches were formed according to the production levels of animals, wherein the amount of concentrate fed varied within each lot, which received 0.08 ppm / Se / kg of concentrate. Was collected from 300 ml of tank milk from and each lot, as well as 300 gr minas cheese, from August to November 2014, with the collection of lots held only in the month of November. The samples were sent to the Pernambuco Tecnology Institute for selenium residue analysis. The effect of the seasons was contrasted in two ways, namely: Spring, Summer, Autumn and Winter season or drought and rainy season. The analyzes statistics were performed using the procedures available in the software SAS® (SAS, 2002). Selenium level provided to the animals in this study was not significant to the point of detection of their residue in milk and the cheeses. However, it influences the reduction of the CCS. The milk characteristics were not affected by selenium use only the seasons.

Qualidade do leite de búfala (Bubalus bubalis) suplementada com selênio

This study aimed to evaluate the effect of diet with selenium on the physico-chemical composition and somatic cell count of buffalo milk, and check the selenium waste in milk and minas kind fresh cheese. For the analysis of physical-chemical composition and SCC were used 2264 buffalo milk data from the Murrah, belonging to Tapuio Ltda, located in the agreste region of the state of Rio Grande do Norte, in the period 2010 to 2014. To check the amount of selenium residue in buffalo milk and fresh cheese mines were used 100 Murrah buffaloes divided into 5 lots. The batches were formed according to the production levels of animals, wherein the amount of concentrate fed varied within each lot, which received 0.08 ppm / Se / kg of concentrate. Was collected from 300 ml of tank milk from and each lot, as well as 300 gr minas cheese, from August to November 2014, with the collection of lots held only in the month of November. The samples were sent to the Pernambuco Tecnology Institute for selenium residue analysis. The effect of the seasons was contrasted in two ways, namely: Spring, Summer, Autumn and Winter season or drought and rainy season. The analyzes statistics were performed using the procedures available in the software SAS® (SAS, 2002). Selenium level provided to the animals in this study was not significant to the point of detection of their residue in milk and the cheeses. However, it influences the reduction of the CCS. The milk characteristics were not affected by selenium use only the seasons.

Caracterização genética de vacas leiteiras por meio de marcadores moleculares e suas implicações na composição e qualidade do leite

The objective of this study was to identify DNA polymorphisms at the genes leptin, β-lactoglobulin and pituitary-specific transcription factor in three genetic groups of Holstein x Guzerat dairy cows and investigate the relationship between their genotypes and the composition and quality of milk of dairy cows. Samples were collected in August 2009, being 113 blood samples from lactating crossbred cows and 58 milk samples. For analysis of DNA polymorphisms blood samples were collected, analyzed later in the Genetic Laboratory affiliated to the Zootechny Institute of São Paulo and individual milk samples were collected according to standards established by the laboratory of Management Program of Northeast Dairy Herds (PROGEN), at Federal Rural University of Pernambuco (UFRPE) for analysis of milk composition and quality. The characterization of genotypes was performed by PCR-RFLP, for which were designed specific primers for each studied gene and restriction enzymes Kpn2I, HaeIII and HinfI that cut the DNA of the following genes: leptin, β-lactoglobulin and a PIT, respectively. The leptin estimate genotypic frequence were CC 0.112, TT 0.225 and CT 0.661, for β-lactoglobulin were AA 0.136, AB 0.323 and BB 0.539, and for PIT were ++ 0.655, -- 0.311 and +- 0.032. The results show that the population is in Hardy-Weinberg disequilibrium for leptin, β-lactoglobulin and a PIT due to excess of heterozygotes in the population, however, as these genes are associated with the milk production it is considered that the animals have genetic potential for milk production in the Brazilian semi-arid conditions. Through the characterization of the studied herd there were not found implications of the polymorphism of leptin, β-lactoglobulin and PIT in the composition and quality of milk from cows in the different genetic groups 1/2, 3/4 and 7/8 Holstein x Guzerat. Key words: β-lactoglobulin, crossbred cows, leptin, PCR-RFLP, PIT1, semi-arid.

Caracterização comportamental e avaliação da qualidade de leite em caprinos da raça saanen no semiárido nordestino

Goats are social animals which groups are organized from dominance hierarchies, established by agonistic behaviors. The quality and productivity of the goat s milk can be influenced by the dominance hierarchy. In this context, the objectives of our work were describe the social and food behavior of Saanen goats in a semi-extensive production system; characterize the social organization from the assessment of dominance hierarchies in two seasonal periods and correlate the physicochemical quality of the goats milk according hierarchical position. The experiment was conducted in the EMPARN s experimental station, located in the district of Cruzeta/RN. We utilized 17 multiparous goats of the Saanen race, with different age and weight. The observations were performed in precipitation and drought phases. The scan method recorded the trough permanence and agonistic interactions by method "all occurrences" in the pasture the alimentary behaviors of eat, ruminate on foot, ruminate lying, leisure on foot, leisure lying and walk, by the focal animal sampling method. The goats milk was submitted to analyzes of: density, protein, fat, lactose, CSS and total solids. The animals spend most of the time feeding themselves, and the activities that demand greater energy expenditure are done in the morning. The animals changed the hierarchical structure during the seasonal periods because of the withdrawal of some individuals of the group, having more aggressive behavior in the rainy season. The dominant animal the lowet production, the more CSS and the lesser fat, the goat in the middle of the hierarchy was the one that obtained the best production and quality. We conclude that the Saanen goats adapt to the environment and the conditions of the group to ensure better survival and its production is influenced by the internal dynamics of the group

Características físico-químicas, sensoriais e perfil de ácidos graxos do leite de cabras saanen alimentadas com cactáceas

The objective of this research was to evaluate the influence of the supply of five types of native and exotic cacti Brazilian semiarid northeast on the sensory characteristics of milk of Saanen goats. Five multiparous goats were used with nine weeks of lactation, average live weight of 50 kg ± 4 kg., confined and distributed in a Latin square design 5 x 5 with five experimental diets and five periods. Each period lasted 17 days, with 10 days of adaptation to the diets of the animals and seven days for the data collection. The treatments were defined based on dry matter consisted of: 47.33 to 50.12% of a cactus (“Xiquexique”, “Mandacaru”, “Facheiro” or two species of forage cactus “Miúda” or “Orelha de Elefante Mexicana”) more 18.78 to 19.79% hay of plant “Sabiá” and 31.10 to 32.89% of concentrate. There was not effect of the experimental diets in the physical and chemical composition of milk for fat, total solids and salts, which showed mean values of 3.24%; 11.30% and 0.66%, respectively. However the protein, lactose, nonfat dry extract and freezing point were affected by diets. In the profile of fatty acids was higher concentration of fatty short and medium chain fatty acids, however, there were not changes between treatments, except for the butyric acid (C4:0), with mean values of 4.24% (“Orelha de Elefante Mexicana”) to 6.05% (“Facheiro”). The diets also did not provide sensory changes in milk for the parameters: odor, flavor, aftertaste and overall assessment. The use of the five cactus in the diet of dairy goats do not influence the sensory characteristics and lipid profile of milk. The physical and chemical composition of milk was showed within the minimum requirements of current legislation, except for nonfat dry extract and freezing point.

Análise dos indicadores de qualidade versus taxa de abandono utilizando método de regressão múltipla para serviço de banda larga

Telecommunication is one of the most dynamic and strategic areas in the world. Many technological innovations has modified the way information is exchanged. Information and knowledge are now shared in networks. Broadband Internet is the new way of sharing contents and information. This dissertation deals with performance indicators related to maintenance services of telecommunications networks and uses models of multivariate regression to estimate churn, which is the loss of customers to other companies. In a competitive environment, telecommunications companies have devised strategies to minimize the loss of customers. Loosing customers presents a higher cost than obtaining new ones. Corporations have plenty of data stored in a diversity of databases. Usually the data are not explored properly. This work uses the Knowledge Discovery in Databases (KDD) to establish rules and new models to explain how churn, as a dependent variable, are related to a diversity of service indicators, such as time to deploy the service (in hours), time to repair (in hours), and so on. Extraction of meaningful knowledge is, in many cases, a challenge. Models were tested and statistically analyzed. The work also shows results that allows the analysis and identification of which quality services indicators influence the churn. Actions are also proposed to solve, at least in part, this problem

A Produção mais Limpa como ferramenta em busca da sustentabilidade empresarial: um estudo de múltiplos casos em empresas do Estado do Rio Grande do Norte

This study aimed to assess the Cleaner Production CP as corporate sustainable tool, through the multiple case studies within companies from Rio Grande do Norte State. In order to achieve this goal a research methodology approach was set. The initial stage of the research methodology was based on a literature review on which it was observed that the CP can be linked with corporate sustainable once it prevents pollution and reduces the operational risks among employees, community and environment. In addition, CP can useful for companies position within competitive position as well as being applied to process, products and services. In order to observe these factors, CP was used within food industry (Company 1), textile industry (Company 2) and in a car dealer (Company 3). Regarding the results, Company 1 changed its raw material as well as implementing housekeeping (control use of water, energy and condensed milk). In Company 2, it was observed the three levels of CP. In other words, housekeeping (e.g. cutting process and manipulation of chemical products), changing technology (high pressure washing machine) and internal and external recycling. In addition, Company 3 considered only level 3 external recycling. As consequence, it was observed that can be applied either within industry as well as service sector. Unfortunately, it was not possible to observe any social gains on a monetary basis. This is due to limitations of the CP methodology and study complexity. Therefore, it was observed improvements regarding to social, environmental and economic areas. Nevertheless, it is necessary more commitment from top level management in order to consider CP like effective sustainable tool

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

Aspectos cognitivos dos manuais de instruções: um estudo de caso em aparelhos de DVD

This work aims to present an investigation on the level of understanding in the informative texts enclosed in manuals of instructions of a DVD set, trying to identify what makes consumers use or not manuals of instructions which accompany the products. It analyses factors that affect the motivation to use manuals and, linguistically, to verify whether the language used in the manuals is adapted for the understanding of the information by the consumer. Under an ergonomic approach, the research tries to recognize whether it is accordance in the information contained in manuals. According to the production engineering, it is very important to insert the best production practical and administration of the product in the companies, aiming the best competitiveness, The present study suggests a route to evaluate manuals of instructions of a DVD set, using for that a questionnaire with closed questions and an open one, applied to students, employees and teachers of an agricultural school bonded to Rio Grande do Norte Federal University. The results can contribute to provide helps to industry in presentation quality betterment of its information, and becoming the consumer integral part of that improvement process

Proposta de um modelo de gestão da qualidade para micro e pequenas empresas integrando a estratégia seis sigma à NBR ISO 9001

This work has as its main purpose to set a model of Quality Management for micro and small companies integrating the management models: Six Sigma strategy to NBR ISO 9001:2000. An exploratory research is developed to collect technical and bibliographical information on both methods, emphasizing their integration. Then, a survey is carried out on 65 analysts/consultants of Quality Management Systems and it has detected, besides other factors, that current methodologies must be associated in order to reach better results. At last, it proposes the Sigma 9001 model, which aims to make it possible for micro and small companies to objectively and with low costs, implement a Quality Management System, able to assure competitive advantage through improvement identification in the processes, as well as an improvement in the companies management

Qualidade em obras públicas: um estudo comparativo entre as metodologias Seis Sigma, ISO 9000 e PBQP-H no RN

In Brazil the theme quality in public construction has been widely discussed in the early 1990s, with the creation of the Brazilian Program of Quality and Productivity for the Habitat (PBQP-H) which is strongly influenced by the wave of studies on issues of quality in the world, such as the ISO 9000. Over the years, other approaches have emerged and been consolidated, evolving from market and customer´s needs. An example is the Six Sigma methodology. This study aims to examine the Six Sigma, ISO 9000 and PBQP-H methodologies, noting the common elements, differences, gaps and how the methods are complementary, so that with the ongoing work, proposed initiatives can be developed to improve the quality that enables its application in public construction. Still aiming to optimize the deployment of the proposed initiatives, it was performed an analysis of ISO 9001 and PBPQ-H certifications in Brazil and in the state of Rio Grande do Norte, with respect to the construction industry and a case study to identify the factors that influence the adoption of initiatives to improve quality, and check if the selected construction company is prepared to implement the proposed initiatives. This research is characterized as exploratory and applied, with literature review and a case study. The data collection instrument was a questionnaire and the statistical analysis used a multidimensional scaling method. The conclusion is that the methodologies are compatible and complementary, and their integration could potentialize the goals set. It was identified that the state of Rio Grande do Norte has a few number of certifications in construction. Nine initiatives are proposed for implementation at construction companies. In the case study it was found that the studied company would be able to implement the suggestions proposed and the requirement for certification by clients and funding institutions influence the adoption of quality improvement initiatives. This result confirms the literature which states that top management support is crucial for the successful implementation of quality methodologies

Segurança Alimentar e Controle de Qualidade: um estudo da implantação do Programa Alimentos Seguros em supermercados de bairro

This study aimed to analyze the percentage of compliance, related to the requirements of Practice, achieved by 23 supermarkets in neighborhood after the deployment of Food Insurance Program. For its development research methodology adopted was the application start and end of a check-list (tool-specific SBP) in 23 supermarkets, target of this study. After the deployment of PAS was made a comparative study where it was possible to see that these companies need to improve conditions related to food safety, because according to the study, none of the 23 supermarkets evaluated met the criteria recommended by the SBP to 100% of compliance for the items critical of the check-list. Only 04 of the 23 supermarkets were in the range of 80 to 90% of the overall percentage of compliance, representing only 17.3% of the sample. Most of the sample submitted in a regular situation, according to the methodology of Cardoso (2001). Of the 23 supermarkets studied, 03 supermarkets were classified as poor (13.04%), 13 as scheduled (56.52%) as good and 07 (30.43%). You can see improvements in a small part of the sample, but the decline in the percentage of compliance of 02 companies after working for the implementation of the program, showing lack of responsibility and commitment of companies which should have as its top priority to food safety that market

Qualidade do serviço de informação digital :um estudo exploratório em web sites de Programas de Pós-Graduação

This dissertation of Mestrado investigated the performance and quality of web sites. The target of the research is the proposal of an integrated model of evaluation of services of digital information in web educational sites. The universe of the research was constituted by eighteen Brazilian Universities that offer after-graduation courses, in the levels of mestrado and doutorado in the area of Engineering of Production. The adopted methodology was a descriptive and exploratory research, using the technique of systematic comment and focus group, for the collection of the data, using itself changeable independent dependents and, through the application of two instruments of research. The analysis protocol was the instrument adopted for evaluation and attainment of qualitative results. E the analysis grating was applied for evaluation and attainment of the quantitative results. The qualitative results had identified to the lack of standardization of web sites, under the attributes of content, hierarchy of information, design of the colors and letters. It of accessibility for carriers of auditory and visual special necessities was observed inexistence, as well as the lack of convergence of medias and assistivas technologies. The language of the sites also was evaluated and all present Portuguese only language. The general result demonstrated in grafico and tables with classification of the Universities, predominating the Good note As for the quantitative results, analysis method ed was estatistico, in order to get the descriptive and inferencial result between the dependent and independent variaveis. How much a category of analysis of the services of the evaluated sites, was found it props up and the index generality weighed. These results had served of base for ranking of existence or inexistence the Universities, how much of the information of services in its web sites. In analysis inferencial the result of the test of correlation or association of the independent variaveis (level, concept of the CAPES and period of existence of the program) with the caracteristicas, called was gotten categories of services. For this analysis the estatisticos methods had been used: coefficient of Spearman and the Test of Fisher. But the category you discipline of the Program of Mestrado presented significance with variavel independent and concept of the CAPES. Main conclusion of this study it was ausencia of satandardization o how much to the subjective aspects, design, hierarchy of information navigability and content precision and the accessibility inexistence and convergence. How much to the quantitative aspects, the information services offered by web sites of the evaluated Universities, still they do not present a satisfactory and including quality. Absence of strategies, adoption of tools web, techniques of institucional marketing and services that become them more interactive, navigable is perceived and with aggregate value