Gestão de satisfação e fidelidade do cliente: um estudo com turistas em hotéis

This Thesis deals with a study on customer satisfaction and loyalty 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 tourist in Natal. It is used a survey questionnaire applied at the airport in the departure moment of the tourist. The final sample results on 198 cases. Is is used a multiple regression analysis as the method to verify the factor affecting satisfaction and loyalty. Two models arise from the analysis. The first model concerning satisfaction results with cleaness and hygiene of the bathroom, leisure facilities, employees promptness, and price as the significant factors affecting satisfaction. The model has a R2 of 0.6430 and the also check in service, cleaness of the apartment and the hotel in general, bedroom setting have colinearity with some factors entering the model. The loyalty model results with satisfaction, affective commitment as the main factors affecting loyalty, with a R2 0.5396, and also image has collinearity with satisfaction. A small part of the sample has complained and this factor was not considered in the models. The results are consistent with the literature in term of quality as the main driver of the satisfaction and that it is not the only one factor to explain loyalty

Fatores que influenciam a fidelidade dos clientes em postos de combustíveis da cidade de Natal/RN

The customer loyalty became strategy factor for the sustainability of business enterprises. And will be them competitive is important to describe the factors than the consumers consider for to choose the business than will buy the product or service. The dissertation objective is to know the factors that influence the consumer s satisfaction and loyalty in gas stations of Natal/RN, using the index national of customer satisfaction. The literature review was directed for strategy concepts, service quality, satisfaction and fidelity consumer and index national of customer satisfaction. The method used was descriptive-explicative, with application of a survey, from march 15 until april 15 of 2013, with 391 consumers of gas station. In relational analysis, we considered eight constructs: quality, price, complaints, satisfaction, image, loyalty, affection and commitment calculated. For customer satisfaction, the factors that influence have resulted in fuel quality, technical skills of vendors and duration of service. For customer loyalty, the factors that influence resulted in: image, feeling for distributor flag post, location and overall satisfaction with the gas station

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

Modelagem de equações estruturais na análise de dados de serviços em comunicações móveis

In recent decades, changes have been occurring in the telecommunications industry, allied to competition driven by the policies of privatization and concessions, have fomented the world market irrefutably causing the emergence of a new reality. The reflections in Brazil have become evident due to the appearance of significant growth rates, getting in 2012 to provide a net operating income of 128 billion dollars, placing the country among the five major powers in the world in mobile communications. In this context, an issue of increasing importance to the financial health of companies is their ability to retain their customers, as well as turn them into loyal customers. The appearance of infidelity from customer operators has been generating monthly rates shutdowns about two to four percent per month accounting for business management one of its biggest challenges, since capturing a new customer has meant an expenditure greater than five times to retention. For this purpose, models have been developed by means of structural equation modeling to identify the relationships between the various determinants of customer loyalty in the context of services. The original contribution of this thesis is to develop a model for loyalty from the identification of relationships between determinants of satisfaction (latent variables) and the inclusion of attributes that determine the perceptions of service quality for the mobile communications industry, such as quality, satisfaction, value, trust, expectation and loyalty. It is a qualitative research which will be conducted with customers of operators through simple random sampling technique, using structured questionnaires. As a result, the proposed model and statistical evaluations should enable operators to conclude that customer loyalty is directly influenced by technical and operational quality of the services offered, as well as provide a satisfaction index for the mobile communication segment

Extração e Representação de Conhecimento de Séries Temporais de Demanda de Energia Elétrica Usando TSKR

The opening of the Brazilian market of electricity and competitiveness between companies in the energy sector make the search for useful information and tools that will assist in decision making activities, increase by the concessionaires. An important source of knowledge for these utilities is the time series of energy demand. The identification of behavior patterns and description of events become important for the planning execution, seeking improvements in service quality and financial benefits. This dissertation presents a methodology based on mining and representation tools of time series, in order to extract knowledge that relate series of electricity demand in various substations connected of a electric utility. The method exploits the relationship of duration, coincidence and partial order of events in multi-dimensionals time series. To represent the knowledge is used the language proposed by Mörchen (2005) called Time Series Knowledge Representation (TSKR). We conducted a case study using time series of energy demand of 8 substations interconnected by a ring system, which feeds the metropolitan area of Goiânia-GO, provided by CELG (Companhia Energética de Goiás), responsible for the service of power distribution in the state of Goiás (Brazil). Using the proposed methodology were extracted three levels of knowledge that describe the behavior of the system studied, representing clearly the system dynamics, becoming a tool to assist planning activities

Qualidade do serviço prestado aos pacientes de cirurgia cardíaca do Sistema Único de Saúde - SUS

OBJETIVO: Avaliar qualidade do serviço prestado aos pacientes de cirurgia cardíaca no período hospitalar, em serviço do SUS, identificando as expectativas e percepções dos pacientes. Relacionar qualidade de serviço com gênero, faixa etária e circulação extracorpórea. MÉTODOS: Estudaram-se 82 pacientes (52,4% do sexo feminino e 47,6% do masculino) submetidos a cirurgia cardíaca eletiva, operados por toracotomia médio-esternal, idade: 31 a 83 anos (média 60,4 ± 13,2 anos), período: março a setembro de 2006. Avaliou-se a qualidade do serviço em dois momentos: expectativas no pré-operatório e percepções do atendimento recebido no 6º dia de pós-operatório; mediante aplicação da escala SERVQUAL modificada (SERVQUAL-Card). O resultado foi obtido pela diferença da somatória das notas das percepções e expectativas por meio de análise estatística. RESULTADOS: A escala SERVQUAL-Card foi validada estatisticamente, apresentando adequado índice de consistência interna. Encontrou-se maior frequência de revascularização do miocárdio 55 (67,0%); primeira cirurgia cardíaca 72 (87,8%) e utilização de CEC 69 (84,1%). Verificaram-se altos valores para expectativas e percepções, com resultados significantes (P<0,05). Observou-se relação significante entre qualidade de serviço com gênero, na empatia (P=0,04) e faixa etária, na confiabilidade (P=0,02). Não se observou significância entre CEC e qualidade de serviço. CONCLUSÃO: A qualidade dos serviços foi satisfatória. O paciente demonstrou expectativa alta ao serviço médicohospitalar. Mulheres apresentaram maior percepção da qualidade na empatia, jovens na confiabilidade. A utilização de CEC não está relacionada com qualidade do serviço nesta amostra. Os dados obtidos sugerem que a qualidade deste serviço de saúde pode ser monitorada pelo emprego periódico da escala SERQUAL.

Avaliacao das condicoes de saude bucal dos idosos em um municipio brasileiro

This study assessed the oral health of individuals 60 years or older in the city of Araraquara, Sao Paulo, Brazil, in 1998. Of the 194 people who participated in the study, 91 of them were institutionalized and had an average age of 73.6 years, and 103 were not institutionalized and had an average age of 69.3 years. The study participants were examined by a previously trained oral surgeon who determined the prevalence of the most common oral health problems. The results revealed a large number of edentulous individuals (72% of those institutionalized and 60% of the noninstitutionalized participants) and many persons with extracted teeth (93% and 90%, respectively), as well as a high frequency of periodontal pockets (57% and 75%, respectively) and of inadequate dentures (80% and 61%, respectively). Our results show reduced quality of life for a large proportion of these older individuals, and also indicate that public health services should pay greater attention to this population group.

PMUs optimized allocation using a tabu search algorithm for fault location in electric power distribution system

Phasor Measurement Units (PMUs) optimized allocation allows control, monitoring and accurate operation of electric power distribution systems, improving reliability and service quality. Good quality and considerable results are obtained for transmission systems using fault location techniques based on voltage measurements. Based on these techniques and performing PMUs optimized allocation it is possible to develop an electric power distribution system fault locator, which provides accurate results. The PMUs allocation problem presents combinatorial features related to devices number that can be allocated, and also probably places for allocation. Tabu search algorithm is the proposed technique to carry out PMUs allocation. This technique applied in a 141 buses real-life distribution urban feeder improved significantly the fault location results. © 2004 IEEE.

Sistema de Informação Pré-Natal: análise crítica de registros em um município paulista.

The prenatal assistance is one of the health care pillars. This study aimed to conduct a critical evaluation of the SIS Prenatal in a city of São Paulo State, to compare its data with the local assistance and to verify the registry of pregnant women attended at Health Care Centers. It was analyzed the pregnant women records through consultation at Health Regional Unit and municipal health service. There were inconsistencies between the system and local registry. The failures were related to the inadequate filling of attendance files, besides scarce control of pregnant women files and scheduling on health centers. The results suggest the need for better planning of actions for the improvement of prenatal service quality.

Gestão do conhecimento em bibliotecas universitárias: análise de experiências no Brasil e em Portugal

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Regulation of the private provision of public water-related services

Includes bibliography

Utilização do custeio baseado em atividades em centro de material e esterilização como ferramenta gerencial

Pós-graduação em Enfermagem (mestrado profissional) - FMB

Avaliação da qualidade dos serviços hospitalares com a adaptação do modelo SERVQUAL em dois hospitais de Bauru - SP

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Sistema de informação para o controle dos recursos energéticos no meio rural

Pós-graduação em Agronomia (Energia na Agricultura) - FCA

Manual de procedimentos técnicos para manutenção preventiva em empilhadeiras na área de prestação de serviços

The service area is in full development in the world, and it is proven the benefits of outsourcing services to large companies, which deliver services and manufacturing experts can focus only on production of their products. In the case of cargo handling is no different, many factories hire specialized companies to reduce fixed costs and factory overhead. And with the intense competition in the market, service providers are increasingly seeking to reduce costs in order to offer services at competitive prices. So if we see a growing need to train its employees to perform services faster and with better quality. In this work, will be a handbook of technical procedures for preventive maintenance, as well as a catalog of parts required to perform the same for Toyota 8 Series forklifts. Will be developed also tools to control and carry out the preventive maintenance of these trucks, such as Check-list and a manual of tools needed for each procedure. The results show that service quality has improved considerably and the cost of wrong parts decreases more than 15%