Medição de satisfação e fidelidade do cliente :um estudo com pacientes de clínica particular

This Thesis deals with a study on customer satisfaction and loyalty measurement focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literature. It is surveyed a sample of 130 patients of a gynecology clinical. It is used a multiple regression analysis as the main statistical method in order to verify the factors affecting satisfaction and loyalty. The main findings are that the quality model explain 54% of the satisfaction but the whole model explain only 31% of the loyalty. Although the results are consistent with the literature in term of quality as the main driver of the satisfaction and that the satisfaction is not only one factor to explain loyalty, both the quality model to satisfaction and the factors model affecting loyalty should be improved to explain better the satisfaction and loyalty in health care service

Avalição de reusabilidade de aplicações web baseadas em frameworks orientados a ações e a componentes: estudo de Caso sobre os Frameworks Apache Struts e JavaServer Faces

Over the years the use of application frameworks designed for the View and Controller layers of MVC architectural pattern adapted to web applications has become very popular. These frameworks are classified into Actions Oriented and Components Oriented , according to the solution strategy adopted by the tools. The choice of such strategy leads the system architecture design to acquire non-functional characteristics caused by the way the framework influences the developer to implement the system. The components reusability is one of those characteristics and plays a very important role for development activities such as system evolution and maintenance. The work of this dissertation consists to analyze of how the reusability could be influenced by the Web frameworks usage. To accomplish this, small academic management applications were developed using the latest versions of Apache Struts and JavaServer Faces frameworks, the main representatives of Java plataform Web frameworks of. For this assessment was used a software quality model that associates internal attributes, which can be measured objectively, to the characteristics in question. These attributes and metrics defined for the model were based on some work related discussed in the document

Dos requisitos à arquitetura em linhas de produtos de software: uma estratégia de transformações entre modelos

The tracking between models of the requirements and architecture activities is a strategy that aims to prevent loss of information, reducing the gap between these two initial activities of the software life cycle. In the context of Software Product Lines (SPL), it is important to have this support, which allows the correspondence between this two activities, with management of variability. In order to address this issue, this paper presents a process of bidirectional mapping, defining transformation rules between elements of a goaloriented requirements model (described in PL-AOVgraph) and elements of an architectural description (defined in PL-AspectualACME). These mapping rules are evaluated using a case study: the GingaForAll LPS. To automate this transformation, we developed the MaRiPLA tool (Mapping Requirements to Product Line Architecture), through MDD techniques (Modeldriven Development), including Atlas Transformation Language (ATL) with specification of Ecore metamodels jointly with Xtext , a DSL definition framework, and Acceleo, a code generation tool, in Eclipse environment. Finally, the generated models are evaluated based on quality attributes such as variability, derivability, reusability, correctness, traceability, completeness, evolvability and maintainability, extracted from the CAFÉ Quality Model