Gestão da satisfação e fidelidade do cliente: um estudo em uma instituição de ensino superior

This Master of Science Thesis deals with the customer satisfaction and loyalty focusing on a private higher education institution in Belém city, Brazil. The literature review focuses on costumer satisfaction and loyalty concepts and theory, models of quality managing systems and methodologies of costumer satisfaction measurement. The research was a survey with a random stratified sample of 329 undergraduate students of Business Administration at the Faculdade do Pará , in the morning and the night periods. The data analysis was made through the descriptive statistics and multiple regression analysis. The main findings are that the model was satisfactory and the main factors affecting Satisfaction to the School were Best Professor Didatics (beta=0.297), Courses Contents (beta=0.280), Clerks Sympathy (beta=0.201), and Number of Students in Classroom (beta=0,187) with a adjusted R2 = 0,47. The main factors affecting School Loyalty with an adjusted R2 = 0,43 were School Image (beta=0.383), Affective Commitment (beta=0.255), and Satisfaction with Professors (beta=0,218). The findings suggest also that may be differences between the set of students and those that complain for something

Fatores que afetam a satisfação e a fidelidade do cliente: um estudo com compradores de automóveis

This thesis presents a contribution to the study customer satisfaction models, analyzing the relationship between antecedent variables satisfaction and customer loyalty, through a survey with car s buyers in Natal. The theorical survey is focused in concepts of customer satisfaction and loyalty, and in the customer satisfaction index models. For the field survey, was applied a questionnaire, based on the Norwegian Customer Satisfaction Barometer (NCSB), considered by Johnson et al. (2001), with 106 customer of concessionary Fiat, the Pontanegra Automóveis. The main results obtained by the multiple regression analysis reveal that, considering the Fiat, the satisfaction is influencing by reliance degree in the firm seriousness and by complaining handling, the loyalty is influenced by possibility of again pay the same value if was again buy a car, the satisfaction degree with a car, affective commitment relationship firm customer of the own car and the complaining handling. Considering the concessionaire, the satisfaction is influenced by reliance degree in the firm seriousness, ability degree of the concessionaire in delivery service and by complaining handling, already the loyalty is influencing by possibility of again pay the same value if was again buy a car, affective commitment relations to be concessionaire s customer, by calculate commitment in relation the economic loss of bought this car of this firm and complaining handling

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

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

Custo de produção e rentabilidade de abacaxizeiro cv. pérola em Cassilândia (MS), sob diferentes doses de potássio

The pineapple crop are high potential for economic expression and social, but problems with productivity and management of production costs can be solved in order to ensure the sustainability of the farming system. The objective of this study was determine the cost of production and profitability of the pineapple's cultivation Pearl in Cassilandia-MS, under application of potassium doses fertilizer. The treatments consisted of the following doses of potassium (K2O): 0, 200, 400, 600, 800 kg ha(-1), used as a commercial source of potassium chloride (60% K2O). Were determined by estimating the effective operational cost (EOC), total operating cost (TOC), gross (RB), operating profitability (LO), profitability index (%), productivity of balance and equilibrium price. It was found that all treatments had operating profitability and positive profitability index. Potassium fertilization with 200 kg ha(-1) gave an average productivity of 50416.58 kg ha(-1), and also promoted the highest operating profit of R$ 9,108.97, the profit margin of 36.13% and best benefit cost (R$ 1.57).

Investigação da rentabilidade de clientes: um estudo no setor hoteleiro do Nordeste

This study presents an investigation about customer profitability in the hotel industry. It exposes the hotel industry´s history and its managerial environment, besides its importance to the society and economy, considering the increasement of the hotel industry. It realizes a literature survey about the customer profitability, emphasizing the informations that are necessary to measurement. In order to perceive the hotel reality, a questionnaire was applied in some hotels classified as middle and great size. It has covered five Brasilian Northeast states. The objective of the research is to investigate the existence of an individual measurement to the customer profitability, through the hotel´s information systems. The results reveal that 81,6% of the sampled hotels do not evaluate the individual profitability obtained with the customers , while 18,4% do it. Although, 85,8% recognize the importance of the electronic system that supplies this information for decisions. Finally, it concludes that the informations about individual customer profitability may provide a good opportunity to the hotel maximize your customer relationships

Rentabilidade da produção orgânica de alface em função do ambiente, preparo do solo e época de plantio

Além da produtividade física e da conservação do solo, o cultivo protegido e o preparo do solo, na olericultura, requerem altos investimentos, muito trabalho e insumos externos. Assim, o objetivo deste trabalho, foi identificar combinações entre ambiente, preparo do solo e época de plantio capazes de melhorar o desempenho econômico e a produtividade da cultura da alface em cultivo orgânico, em Rio Branco, Acre. O cultivo foi realizado em quatro tipos de ambientes: 1 - sombreamento proporcionado em 52% sob latada de maracujá; 2 - 35% de sombreamento sob estufa; 3 - 50% sob tela de sombreamento; e, 4 - cultivo a pleno sol (testemunha), considerando cada ambiente como um experimento, que avaliou-se três preparos de solo (plantio direto, cultivo mínimo e preparo convencional) em duas épocas de plantio (estiagem e chuvosa), sob delineamento de blocos ao acaso, com quatro repetições. Considerou-se como custo de produção a soma de todos os valores (insumos) e operações (serviços) utilizados no processo produtivo, incluindo-se os respectivos custos alternativos ou de oportunidade e a depreciação das instalações. O cultivo em estufa e sob tela de sombreamento aumenta a produtividade em época de estiagem, enquanto em época chuvosa, a produtividade é maior em cultivo sob estufa. O plantio direto e cultivo mínimo a pleno sol ou cultivo mínimo sob tela de sombreamento promovem maior produtividade no preparo convencional do solo. Proporcionam lucro supernormal (RMe > CTMe): o cultivo na época chuvosa (verão); sob sombreamento de latada de maracujá-amarelo; a pleno sol; o preparo convencional do solo sob latada e o plantio direto a pleno sol.

Custos e rentabilidade do milho em função do manejo do solo e da adubação nitrogenada

Agronomic practices that help farmers to raise yield and reduce costs must be studied to ensure agricultural sustainability. Thus, the objective of this study was to analyze economically the effect of soil management and nitrogen fertilization in maize crops. Treatments consisted of a combination of 3 soil management techniques (plow harrows + floating harrows, chisel + floating harrows, and no-tillage), 5 periods of nitrogen fertilization (control - 0 kg ha -1 N; 120 kg ha -1 after sowing (S); 120 kg ha -1 in the V 6 stage; 30 kg ha -1 (S) + 90 kg ha -1 in V 6; 30 kg ha -1 (S) + 45 kg ha -1 in V 4 + 45 kg ha -1 in V 8 The total operating cost (TOC), gross revenue (GR), operating profit (OP), profitability index (PI), break-even yield, and break-even price were estimated. It was concluded that the no-tillage system, after 11 years of management, associated with nitrogen fertilization promotes positive PI and OP, being useful to farmers.

Custo de produção e indicadores de rentabilidade da cultura do milho safrinha

The objective of this study was to evaluate the production cost and profitability of the second season corn crop in the Medio Paranapanema region, São Paulo State Brazil, under two technological levels (middle and high technology), crop 2008/2009, and compare the results with the 2006/2007 agricultural year. Effective and total operational cost as well as five profitability indicators were used. It was concluded that the high technology production cost for corn crop (direct seedling, sowing during the recommended period, use of simple hybrid seed, application of side-dressing fertilization, and treatment of seeds with different insecticides) was superior to the middle technology production cost (direct seedling, sowing after the recommended time, use of double hybrid seed, and no side-dressing fertilization). However, the average cost was inferior (US$ 8.5), due to a higher yield (4 t). The high technology corn crop was profitable (gross income and profitability index of 14% and 12%, respectively). For the middle technology crop, profitability indexes pointed out that the cropping system needs to be reevaluated by technicians and research institutions, regarding the adequate technical recommendations. Profitability indexes decreased considerably in both cropping systems. It was verified that, in relation to the 2006/2007 harvest period, the total operational cost increased for both technologies, mainly because of the increase of supplies prices.

Firewall Dinâmico: uma implementação cliente/servidor

Pós-graduação em Ciência da Computação - IBILCE

Análise de rentabilidade e risco na produção de cana-de- açúcar na região norte do Estado de São Paulo sob dois tipos de arranjos contratuais

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

Parâmetros genéticos para rentabilidade monetária em cavalos de corrida da raça Quarto de Milha

Pós-graduação em Genética e Melhoramento Animal - FCAV

Percepção do cliente quanto ao cuidado de enfermagem no período pós-operatório

Pós-graduação em Enfermagem (mestrado profissional) - FMB

Análise de produtividade e rentabilidade das culturas de pimentão, repolho, rúcula, alface e rabanete em cultivo consorciado

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Estudo da influência das respostas de empatia e recomendação do terapeuta na interação terapeuta-cliente e descrição de efeitos de um procedimento de intervenção para o tratamento de mães de adolescentes com problemas de comportamento

Pós-graduação em Psicologia do Desenvolvimento e Aprendizagem - FC