FATORES DETERMINANTES DA QUALIDADE DOS SERVIÇOS EM RESTAURANTES FAST FOOD

No mundo moderno, comodidade e conveniência têm sido fatores ligados diretamente às necessidades cotidianas das pessoas, onde o tempo é cada vez mais escasso e a busca por facilidades se torna uma constante. Tendo em vista esse cenário, na mesma medida crescente do número de frequentadores em praça de alimentação, há uma concorrência intensa travada pelas empresas de fast food estabelecidas nesses centros de compras. Nesse contexto, esse trabalho identifica e analisa fatores determinantes da qualidade dos serviços de restaurantes fast food, sob a ótica dos consumidores. O setor de fast food foi dividido em três categorias: temáticos, por quilo e lanchonetes, visando identificar possíveis diferenças nesses segmentos. O universo da pesquisa concentra-se nos consumidores dos restaurantes fast food situados no principal shopping center da cidade de Mauá. A pesquisa é de caráter descritivo e exploratório, cujos dados foram coletados por meio de questionário, baseado no instrumento de análise SERVQUAL, aplicado junto a uma amostra não probabilística de 390 usuários da praça de alimentação. Foi realizada análise fatorial por meio do software estatístico SPSS v19, extraindo cinco fatores determinantes da qualidade dos serviços de restaurantes fast food. Dentre os fatores extraidos, ressaltam-se os que estão ligados à Excelência e à Personalização dos serviços. Os segmentos analisados apresentaram convergências em seus resultados, como a elevada expectativa por parte dos consumidores, além do déficit na qualidade percebida de serviços dos restaurantes fast food, assim como apresentaram divergências em suas análises individuais, evidenciando peculiaridades a cada um desses.

O IMPACTO DE PERCEPÇÃO DE SUPORTE ORGANIZACIONAL E COMPROMETIMENTO ORGANIZACIONAL AFETIVO SOBRE A INTENÇÃO DE ROTATIVIDADE

O objetivo geral deste estudo foi analisar, interpretar e discutir as relações entre a percepção de suporte organizacional, comprometimento organizacional afetivo e intenção de rotatividade e os efeitos das variáveis: gênero, idade, tempo de trabalho e chefia sobre a intenção de rotatividade. Participaram deste estudo 132 trabalhadores que atuam no estado de São Paulo em organizações públicas e privadas. Como instrumento para a coleta de dados foi utilizado um questionário de autopreenchimento composto por três escalas que mediram as variáveis. A presente pesquisa se propôs a apresentar, interpretar e discutir as relações entre as variáveis, como também, testar as hipóteses referentes ao modelo conceitual proposto, por meio de uma pesquisa de natureza transversal com abordagem quantitativa, cujos dados coletados foram analisados por aplicação de técnicas estatísticas paramétricas (cálculos de estatísticas descritivas: médias, desvio padrão, teste t student, correlações e cálculos de estatísticas multivariadas: analise da regressão múltipla hierárquica). O tratamento e análise dos dados foram realizados pelo software estatístico Statistical Package for Social Science SPSS, versão 19.0 para Windows. Os resultados obtidos demonstraram que percepção de suporte organizacional e o comprometimento organizacional são preditores diretos de intenção de rotatividade. As variáveis: gênero, idade, tempo de trabalho e chefia não apresentaram coeficientes de regressão significantes, portanto não é possível afirmar que são antecedentes de intenção de rotatividade. Os resultados foram discutidos à luz da literatura da área, tendo sido comparados com resultados de outros estudos empíricos.

ANÁLISE DA INFORMALIDADE: uso de crédito e crescimento perante a pesquisa da Ecinf

Este trabalho procura entender um pouco mais e discutir, partindo dos dados disponíveis do Instituto Brasileiro de Geografia e Estatística (IBGE), através de sua pesquisa de economia informal urbana (ECINF) gerada em 2003 (ultima disponível), aspectos ligados à informalidade, crescimento e uso do crédito. Procura explorar, neste contexto, aspectos relevantes ao crescimento e continuidade da micro e pequena empresa. Para atingir este objetivo, procura-se entender inicialmente conceitos sobre estes aspectos (informalidade, crescimento e uso de crédito) e suas características, e através de dados secundários e com o uso de software estatístico, procurar entender as suas relações, através de ANOVA e regressões, bem como optimal scaling contribuindo para o conhecimento deste cenário. Os dados levantandos e comparados com a teoria apontam as relações entre empregador e trabalhador por conta própria indicando dos fatores adotados no estudo quais mais contribuem e os que indicam pouca contribuição dentro deste contexto. Em conclusões acena para uma tendência onde o individamento através do uso de crédito tende a gerar um maior crescimento até um determinado ponto e a partir desta inflecção tende a dificultar a atividade bem como acena dificultar a formalização.(AU)

A survey of continuous improvement practices in the United Kingdom and Mexico

With the advent of globalisation companies all around the world must improve their performance in order to survive. The threats are coming from everywhere, and in different ways, such as low cost products, high quality products, new technologies, and new products. Different companies in different countries are using various techniques and using quality criteria items to strive for excellence. Continuous improvement techniques are used to enable companies to improve their operations. Therefore, companies are using techniques such as TQM, Kaizen, Six-Sigma, Lean Manufacturing, and quality award criteria items such as Customer Focus, Human Resources, Information & Analysis, and Process Management. The purpose of this paper is to compare the use of these techniques and criteria items in two countries, Mexico and the United Kingdom, which differ in culture and industrial structure. In terms of the use of continuous improvement tools and techniques, Mexico formally started to deal with continuous improvement by creating its National Quality Award soon after the Americans began the Malcolm Baldrige National Quality Award. The United Kingdom formally started by using the European Quality Award (EQA), modified and renamed as the EFQM Excellence Model. The methodology used in this study was to undertake a literature review of the subject matter and to study some general applications around the world. A questionnaire survey was then designed and a survey undertaken based on the same scale, about the same sample size, and the about the same industrial sector within the two countries. The survey presents a brief definition of each of the constructs to facilitate understanding of the questions. The analysis of the data was then conducted with the assistance of a statistical software package. The survey results indicate both similarities and differences in the strengths and weaknesses of the companies in the two countries. One outcome of the analysis is that it enables the companies to use the results to benchmark themselves and thus act to reinforce their strengths and to reduce their weaknesses.

Factor analysis and discriminant validity:a brief review of some practical issues

Growth in availability and ability of modern statistical software has resulted in greater numbers of research techniques being applied across the marketing discipline. However, with such advances come concerns that techniques may be misinterpreted by researchers. This issue is critical since misinterpretation could cause erroneous findings. This paper investigates some assumptions regarding: 1) the assessment of discriminant validity; and 2) what confirmatory factor analysis accomplishes. Examples that address these points are presented, and some procedural remedies are suggested based upon the literature. This paper is, therefore, primarily concerned with the development of measurement theory and practice. If advances in theory development are not based upon sound methodological practice, we as researchers could be basing our work upon shaky foundations.

Data analysis methods in optometry: is there a difference between two samples? Part 2.

In this second article, statistical ideas are extended to the problem of testing whether there is a true difference between two samples of measurements. First, it will be shown that the difference between the means of two samples comes from a population of such differences which is normally distributed. Second, the 't' distribution, one of the most important in statistics, will be applied to a test of the difference between two means using a simple data set drawn from a clinical experiment in optometry. Third, in making a t-test, a statistical judgement is made as to whether there is a significant difference between the means of two samples. Before the widespread use of statistical software, this judgement was made with reference to a statistical table. Even if such tables are not used, it is useful to understand their logical structure and how to use them. Finally, the analysis of data, which are known to depart significantly from the normal distribution, will be described.

Staying in nursing:what factors determine whether nurses intend to remain employed?

Aim. To test a model of eight thematic determinants of whether nurses intend to remain in nursing roles. Background. Despite the dramatic increase in the supply of nurses in England over the past decade, a combination of the economic downturn, funding constraints and more generally an ageing nursing population means that healthcare organizations are likely to encounter long-term problems in the recruitment and retention of nursing staff. Design. Survey. Method. Data were collected from a large staff survey conducted in the National Health Service in England between September-December 2009. A multi-level model was tested using MPlus statistical software on a sub-sample of 16,707 nurses drawn from 167 healthcare organizations. Results. Findings were generally supportive of the proposed model. Nurses who reported being psychologically engaged with their jobs reported a lower intention to leave their current job. The perceived availability of developmental opportunities, being able to achieve a good work-life balance and whether nurses' encountered work pressures were also influencing factors on their turnover intentions. However, relationships formed with colleagues and patients displayed comparatively small relationships with turnover intentions. Conclusion. The focus at the local level needs to be on promoting employee engagement by equipping staff with the resources (physical and monetary) and control to enable them to perform their tasks to standards they aspire to and creating a work environment where staff are fully involved in the wider running of their organizations, communicating to staff that patient care is important and the top priority of the organization. © 2012 Blackwell Publishing Ltd.

The effect of group counseling on the self-esteem, attendance, and counselor utilization of immigrant Hispanic secondary limited English proficient students

As the population of the United States becomes more diverse and the immigrant Hispanic, limited English proficient (LEP) school age population continues to grow, understanding and addressing the needs of these students becomes a pressing question. The purpose of this study was to investigate the effects of group counseling, by a bilingual counselor, on the self-esteem, attendance and counselor utilization of Hispanic LEP high school students. The design for this study was a quasi-experimental design. The experimental and control groups consisted of one class from each of the four levels of English for Speakers of Other Languages (ESOL), I-IV. The counseling intervention, the independent variable, was delivered by a bilingual counselor once a week, for fifteen weeks.^ A total of 112 immigrant Hispanic LEP students selected from the total ESOL student population participated in the study. The experimental and control groups were administered the Culture Free Self Esteem Inventory (CFSEI) Form AD as a pretest and posttest. The Background Information Questionnaire (BIQ) was utilized to gather information on counselor utilization and demographic data. Attendance data were obtained from the students' computer records. At the conclusion of the study the differences between the experimental and control groups on the three dependent variables were compared.^ Statistical analyses of the data were done using SPSS statistical software. A multivariate analysis of variance (MANOVA) was utilized to determine if there were significant differences in the self-esteem scores, attendance and counselor utilization. Correlational analyses was utilized to determine if there was a relationship between English language proficiency and self-esteem and between acculturation level and self-esteem.^ The study results indicate that there were no significant differences in the self-esteem scores and attendance of the subjects in the experimental group at the completion of the group counseling treatment. Counselor utilization was statistically significant for the targeted population. A relationship was found between English language proficiency level and self-esteem scores for students in ESOL levels II, III and IV. No significant correlation was found between acculturation and self-esteem.^ Research on the dropout rates of LEP coupled with the results of this study show that students at the intermediate and advanced levels of ESOL (III and IV) exhibit more positive self-esteem and achieve higher graduation rates that levels I and II. LEP students at levels I and II, once they became familiar with the role and function of school counselors through group counseling, utilized their services. ^

The effect of multimedia instruction on achievement of college history students

The purpose of this study was to investigate the effect of multimedia instruction on achievement of college students in AMR 2010 from exploration and discovery to 1865. A non-equivalent control group design was used. The dependent variable was achievement. The independent variables were learning styles, method of instruction, and visual clarifiers (notes). The study was conducted using two history sections from Palm Beach Community College, in Boca Raton, Florida, between August and December, 1998. Data were obtained by means of placement scores, posttests, the Productivity Environmental Preference Survey (PEPS), and a researcher-developed student survey. Statistical analysis of the data was done using SPSS statistical software. Demographic variables were compared using Chi square. T tests were run on the posttests to determine the equality of variances. The posttest scores of the groups were compared using the analysis of covariance (ANCOVA) at the .05 level of significance. The first hypothesis there is a significant difference in students' learning of U.S. History when students receive multimedia instruction was supported, F (1, 52) = 16.88, p < .0005, and F = (1, 53) = 8.52, p < .005 for Tests 2 and 3, respectively. The second hypothesis there is a significant difference on the effectiveness of multimedia instruction based on students' various learning preferences was not supported. The last hypotheses there is a significant difference on students' learning of U.S. History when students whose first language is other than English and students who need remediation receive visual clarifiers were not supported. Analysis of covariance (ANCOVA) indicated no difference between the groups on Test 1, Test 2, or Test 3: F (1, 45) = .01, p < .940, F (1, 52) = .77, p < .385, and F (1, 53) =.17, p < .678, respectively, for language. Analysis of covariance (ANCOVA) indicated no significant difference on Test 1, Test 2, or Test 3, between the groups on the variable remediation: F (1, 45) = .31, p < .580, F (1, 52) = 1.44, p < .236, and F (1, 53) = .21, p < .645, respectively. ^

Integrating Technology in a Statistics Course for a Special Program at Florida International University

A special undergraduate program for selected biology majors was recently inaugurated at Florida International University. The curriculum emphasizes science, mathematics, and statistics. A statistics course was implemented for this program integrating PowerPoint, statistical software (SPSS), and data from biological/biomedical studies. This didactic experience is discussed here.

The effect of multimedia instruction on achievement of college history students

The purpose of this study was to investigate the effect of multimedia instruction on achievement of college students in AMH 2010 from exploration and discovery to1865. A non-equivalent control group design was used. The dependent variable was achievement. The independent variables were learning styles method of instruction, and visual clarifiers (notes). The study was conducted using two history sections from Palm Beach Community College, in Boca Raton, Florida, between August and December, 1998. Data were obtained by means of placement scores, posttests, the Productivity Environmental Preference Survey (PEPS), and a researcher-developed student survey. Statistical analysis of the data was done using SPSS statistical software. Demographic variables were compared using Chi square. T tests were run on the posttests to determine the equality of variances. The posttest scores of the groups were compared using the analysis of covariance (ANCOVA) at the .05 level of significance. The first hypothesis there is a significant difference in students' learning of U.S. History when students receive multimedia instruction was supported, F = (1, 52)= 688, p < .0005, and F = (1, 53) = 8.52, p < .005for Tests 2 and 3, respectively. The second hypothesis there is a significant difference on the effectiveness of multimedia instruction based on students' various learning preferences was not supported. The last hypotheses there is a significant difference on students' learning of U.S. History when students whose first language is other than English and students who need remediation receive visual clarifiers were not supported. Analysis of covariance (ANCOVA) indicated no difference between the groups on Test 1, Test 2, or Test 3: F (1, 4 5)= .01, p < .940, F (l, 52) = .77, p < .385, and F (1,53) =.17, p > .678, respectively, for language. Analysis of covariance (ANCOVA) indicated no significant difference on Test 1, Test 2, or Test 3, between the groups on the variable remediation: F (1, 45) = .31, p < .580, F (1, 52) = 1.44, p < .236, and F (1, 53) = .21, p < .645, respectively.

Perfis e práticas dos profissionais de saúde mental em dois hospitais psiquiátricos de grande porte

In the Brazilian network of psychosocial care, health professionals are important actors in the process of transformation of mental health public policies among various services. In the reality of psychiatric hospitals, one should understand the need to expand the debate about the current context of practices developed. This study aimed at analyzing the process of psychiatric reform and the mental health policy in the State of Rio Grande do Norte (RN) from the profiles and practices of higher-level professionals in two psychiatric hospitals. This is a cross-sectional and descriptive research, with quantitative and qualitative data, conducted in two psychiatric hospitals of RN. The universe of the target population was 95 professionals, taking into account the margin of error of 8%, non-response rate and the inclusion criteria: holding effective link with the institution by means of approval in public examination for, at least, six months, being state or municipal servant; having a minimum weekly workload of 20 hours in service; participating in care and/or activities with patients and families in a direct way. The final sample consisted of 60 professionals. The tool for data collection was a questionnaire with closed and semi-open questions about socioeconomic profile, and mental health policies, practices and training. Quantitative data were tabulated in the statistical software SPSS, and simple and bivariate statistics, chi-square type, was used for analysis by adopting the significance level with the value p<0,05. In order to analyze data, the content analysis of Bardin was used. The qualitative findings obtained with the semi-open questions in Analyse Lexicale par Context d'un Ensemble de Segments de Texte (ALCESTE) were grouped into four thematic axes: Professional action in mental health; Mental health training; Scenarios of psychiatric reform and psychiatric hospitals; Mental health policies and practices: challenges for professionals in hospitals. The profile of professionals has revealed the majority of women (89,7%), nurses (36,7%), aged 50-59 years (42,9%), weekly workload of 40 hours (52,4% ), time of completion of graduation from six to 15 years (57%), and 21,4% reported to have specialization in mental health. Regarding the practices developed in individual care, it was found an association between those who do not build or partially conducts the therapeutic project and those who conduct care related to observation and annotation. In family care, it was obtained care consultation during crisis; and, in group care, recreational activities. In the analysis of thematic axes, it was noted that, despite changes identified in the profiles and practices of higher-level professionals in care services for mental health, with the implementation of new public policies for this field, the findings indicate the confluence of asymmetries and divergences in the actions of the teams in psychiatric hospitals, difficulties in managing services, frequent readmissions, reduced quantitative of available services and equipment, high demand of users, disarticulation of the network of psychosocial care, and the very shortage of skilled human resources to compose these services. Accordingly, the evidenced scenarios partially outline the current political and ideological mismatch of the national process of psychiatric reform that denies the role of care actions conducted within hospitals, although it has not gone far enough with the creation of new services that justify the total extinction of this institution

Avaliação de polimorfismos funcionais nos genes de reparo XRCC1, APEX1, XPD e XPF em carcinomas de células escamosas orais

Base excision repair (BER) and nucleotide excision repair (NER) pathways play critical role in maintaining genome integrity. Polymorphisms in BER and NER genes which modulate the DNA repair capacity may affect the susceptibility and prognosis of oral cancer. This study was conducted with genomic DNA from 92 patients with oral squamous cell carcinomas (OSCC) and 130 controls. The cases were followed up to explore the associations between BER and NER genes polymorphisms and the risk and prognosis of OSCC. Four single-nucleotide polymorphisms (SNPs) in XRCC1 (rs25487), APEX1 (rs1130409), XPD (rs13181) and XPF (rs1799797) genes were tested by polymerase chain reaction – quantitative real time method. The GraphPad Prism version 6.0.1 statistical software was applied for statistical analysis of association. Odds ratio (OR), hazard ratio (HR), and their 95 % confidence intervals (CIs) were calculated by logistic regression. Kaplan-Meier curve and Cox proportional hazard model were used for prognostic analysis. The presence of polymorphic variants in XRCC1, APEX1, XPD and XPF genes were not associated with an increased risk of OSCC. Gene-environment interactions with smoking were not significant for any polymorphism. The presence of polymorphic variants of the XPD gene in association with alcohol consumption conferred an increased risk of 1.86 (95% CI: 0.86 – 4.01, p=0.03) for OSCC. Only APEX1 was associated with decreased specific survival (HR 3.94, 95% CI: 1.31 – 11.88, p=0.01). These results suggest an interaction between polymorphic variants of the XPF gene and alcohol consumption. Additionally APEX1 may represent a prognostic marker for OSCC.

Desenvolvimento de um material têxtil termosenssível com micro/nanocápsulas imobilizadas em fibras regeneradas

Intelligent and functional Textile Materials have been widely developed and researched with the purpose of being used in several areas of science and technology. These fibrous materials require different chemical and physical properties to obtain a multifunctional material. With the advent of nanotechnology, the techniques developed, being used as essential tools to characterize these new materials qualitatively. Lately the application of micro and nanomaterials in textile substrates has been the objective of many studies, but many of these nanomaterials have not been optimized for their application, which has resulted in increased costs and environmental pollution, because there is still no satisfactory effluent treatment available for these nanomaterials. Soybean fiber has low adsorption for thermosensitive micro and nanocapsules due to their incompatibility of their surface charges. For this reason, in this work initially chitosan was synthesized to functionalise soybean fibres. Chitosan is a natural polyelectrolyte with a high density of positive charges, these fibres have negative charges as well as the micro/nanocápsules, for this reason the chitosan acts as auxiliary agent to cationize in order to fix the thermosensitive microcapsules in the textile substrate. Polyelectrolyte was characterized using particle size analyses and the measurement of zeta potential. For the morphological analysis scanning Electron Microscopy (SEM) and x-Ray Diffraction (XRD) and to study the thermal properties, thermogravimetric analysis (TGA), Differential Scanning Calorimetry (DSC), Near Infrared Spectroscopy analysis in the Region of the Fourier Transform Infrared (FTIR), colourimetry using UV-VIS spectrum were simultaneously performed on the substrate. From the measurement of zeta potential and in the determination of the particle size, stability of electrostatic chitosan was observed around 31.55mV and 291.0 nm respectively. The result obtained with (GD) for chitosan extracted from shrimp was 70 %, which according to the literature survey can be considered as chitosan. To optimize the dyeing process a statistical software, Design expert was used. The surface functionalisation of textile substrate with 2% chitosan showed the best result of K/S, being the parameter used for the experimental design, in which this showed the best response of dyeing absorbance in the range of 2.624. It was noted that soy knitting dyed with the thermosensitive micro andnanocapsules property showed excellent washing solidity, which was observed after 25 home washes, and significant K/S values.

Performance of protective factors assessment in risk prediction for adults: systematic review and meta-analysis

Protective factors are neglected in risk assessment in adult psychiatric and criminal justice populations. This review investigated the predictive efficacy of selected tools that assess protective factors. Five databases were searched using comprehensive terms for records up to June 2014, resulting in 17 studies (n = 2,198). Results were combined in a multilevel meta-analysis using the R (R Core Team, R: A Language and Environment for Statistical Computing, Vienna, Austria: R Foundation for Statistical Computing, 2015) metafor package (Viechtbauer, Journal of Statistical Software, 2010, 36, 1). Prediction of outcomes was poor relative to a reference category of violent offending, with the exception of prediction of discharge from secure units. There were no significant differences between the predictive efficacy of risk scales, protective scales, and summary judgments. Protective factor assessment may be clinically useful, but more development is required. Claims that use of these tools is therapeutically beneficial require testing.