Fatores que afetam a satisfação e a fidelidade do consumidor: um estudo com usuários de calçado esportivo (tênis), na Região Sul da cidade de Natal

This paper aims to investigate the factors that influence the satisfaction and fidelity of tennis´s users with the region southern city of Natal, capital of Rio Grande do Norte as the area of analyzing , using the national satisfaction index models as a tool to study. In this study was used the questionnaire as a tool for collecting data based on the new Norwegian customer satisfaction barometer model proposed by Johnson et. al. (2001). The data collection took place during the months of May and June 2008, when 450 tennis´s users were interviewed. The main results obtained by multiple regression analysis and logistic regression showed that the users' satisfaction with the tennis´s brand is influenced by the quality, comfort, material used in the manufacture and price, while fidelity is potentized by the image of the brand and the satisfaction degree with the user's tennis and with the brand of tennis. In relation to user satisfaction with the tennis, that satisfaction is influenced by the quality, comfort, weight and the material used, while fidelity is potentized by the satisfaction with the tennis´s brand, with the possibility of paying the same amount again and the emotional commitment. As the processing of claims there was no direct influence on satisfaction and consumers fidelity due to the low number complaints

Fatores que afetam a satisfação de pacientes em serviços de saúde :um estudo em setor ambulatorial de hospital

This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index

Preparando pessoas para a qualidade :um estudo na Empresa de Correio do Brasil

This essay aims to analyze different aspects regarding employees satisfaction about their work environment in order to preparethem to deal with quality programs. The study was developed through field and bibliographic research, which was turn in to a comparative analysis between the results obtained in a pilot research and the results from a final research applied to Brazilian Mail enterprise that got the bronze award of the Federal Government Quality Award. The main issue is to define where to act so that employees will be ready to deal with a quality program, identifying why they consider important, their influence in the insertion of the program and the relationship between satisfaction in the work environment and the success of such insertion

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

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

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

Avaliação clínica de pacientes submetidos à colocação de implantes zigomáticos pela técnica de Stella & Warner

This study aimed to evaluate patients who underwent placement of zygomatic implants technique by Stella & Warner, considering the survival of conventional and zygomatic implants, sinus health and level of patient satisfaction in relation to oral rehabilitation. We evaluated 28 patients where 14 had received conventional and zygomatic implants, being rehabilitated with implant-fixed dentures (group 1) and 14 were rehabilitated only with conventional implants and implant-fixed dentures (group 2). The study had four phases, represented by radiographic evaluation of implants (stage I), clinical evaluation (stage II), assessing the health of the maxillary sinus (stage III) and a questionnaire to measure satisfaction of rehabilitation with fixed prosthesis implant Total -backed (stage IV). Group 2 underwent only stage IV, while group 1 participated in all stages. Descriptive analysis and statistics were performed, using the t test for independent samples in the evaluation of phase IV. The results demonstrated that the technique of Stella & Warner proved effective, allowing a high survival rate of conventional implants and zygomatic (100%), considering a minimum follow-up of 15 months and maximum 53 months after prosthetic rehabilitation. There were no pathological changes in tissues periimplants conventional and zygomatic implants analyzed. Radiographic findings showed satisfactory levels bone implants in the oral rehabilitation with conventional zygomatic implants and a good positioning of the apex of the zygomatic implants over the zygomatic bone. The presence of the zygomatic implant did not cause sinus and the t test showed a satisfaction index lower in group 1 compared with group 2. The zygomatic implant placement technique by Stella & Warner proved to be a predictable technique with high survival rate in patients with atrophic jaws, necessitating long-term follow-up to confirm the initial findings of the study

Avaliação do risco cardiovascular em indivíduos com periodontite

Pós-graduação em Biociências e Biotecnologia Aplicadas à Farmácia - FCFAR

Condições de trabalho de funcionários penitenciários de Avaré-SP e ocorrência de transtornos mentais comuns

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Carta de sensibilidade ambiental para derramamentos de óleo em rodovias: proposta aplicada a Estrada dos Tamoios (SP-099)

Pós-graduação em Geociências e Meio Ambiente - IGCE

Life quality assessment of patients after phacoemulsification or extracapsular cataract extraction

Métodos: O trabalho foi realizado no Serviço de Oftalmologia do Hospital Universitário Bettina Ferro de Souza, Belém, Pará, Brasil. O desenho experimental consistiu em séries de casos comparados. O estudo incluiu 60 indivíduos com catarata. Metade dos pacientes foi submetida à extração de catarata extracapsular convencional (ECEE) e a outra metade à extração de catarata por facoemulsificação (PHACO). Os pacientes foram entrevistados usando-se o questionário Visual Function 14 (VF-14) para determinar a qualidade de vida antes e 30 dias depois da cirurgia. Os resultados do exame oftalmológico foram registrados no arquivo de cada paciente e disponibilizados ao longo do trabalho. Foram usados análise de variância simples e comparação post-hoc com teste de Tukey e teste dos sinais para a análise estatística dos resultados. Resultados: O índice de satisfação médio VF-14 foi 38,0 e 89,4 antes e após a cirurgia, respectivamente, para o grupo ECEE, sendo 47,0 e 94,1 para o grupo PHACO. A melhora na qualidade de vida após a cirurgia foi significativa em ambos os grupos de pacientes (p<0,0001), tendo sido semelhante em ambos os grupos. Conclusão: A melhora observada na qualidade de vida avaliada foi significativa e diretamente relacionada à satisfação dos pacientes com os resultados da cirurgia, a qual também foi significativa (p<0,0001). A satisfação e a qualidade de vida são fatores individuais. Consequentemente, as respostas dos pacientes relativas à melhoria em cada atividade são subjetivas e dependem unicamente da percepção individual.

Superação da dormência de sementes de Tucum (Astrocaryum huaimi Mart.)

The objective of this study was to evaluate the effect of immersion for varying periods in different concentrations of gibberellic acid and separate methods of scarification on the germination of seeds tucum. In the first trial, testing different soaking periods (24 and 48 hours), different forms of soaking (fast and slow) and different concentrations of gibberellic acid (0, 100 and 200 mg L-(1)) compared to the control (water) under completely randomized design in a factorial 2x2x3. The second experiment evaluated the different scarification treatments being: physical (seed coat removal in the hilar region with the aid of a scalpel), chemical (sulfuric acid 98 PA for 2:04 minutes) and thermal (hot water at approximately 98 degrees C and cold water at about 2 degrees C for 4 minutes). In the first trial were evaluated % of contaminated seeds (seeds infected by microorganisms) and hard seeds (who did not start the germination process, but not soiled), and in the second we assessed germination percentage (%) every two days for three months; germination Speed Index (GSI), time to occurrence of 50 % germination (T50) and Emergency Speed Index (ESI). The use of gibberellic acid was ineffective in promoting germination of Tucum (Astrocaryum Huaimi Mart.). Scarification treatments were effective in promoting germination and emergence of seedlings in the nursery and the most efficient physical removal scarification of the seed coat in the hilar region with the highest percentage of germination.

Influência da existência de refeitório no ambiente de trabalho sobre os acidentes de trajeto

Pós-graduação em Engenharia de Produção - FEB

Positive Affection Measurement: Subjective Well-Being in Married People

The study analyzed the correlations among the different factors of subjective well-being (SWB) using a sample of 106 married people with an average of 16.11 years of marriage. The following instruments were used: Sociodemographic Questionnaire, Socioeconomic Questionnaire, and Subjective Well-being Scale (SWBS). Data analyses were conducted using the Software R and a multivariate model to understand the correlations among the factors of the SWBS. All factors of the SWBS were significantly inter-correlated, which confirm the results of the scale validation study. Future studies are necessary to evaluate the SWB in couples (dyads), which can help to understand whether this concept is influenced by the spouse or only by the marital status.

Emergy analysis of oil production from microalgae

The use of microalgae and cyanobacteria for the production of biofuels and other raw materials is considered a very promising sustainable technology due to the high areal productivity, potential for CO2 fixation and use of non-arable land. The production of oil by microalgae in a large scale plant was studied using emergy analysis. The joint transformity calculated for the base scenario was 1.32E + 5 sej/J, the oil transformity was 3.51E + 5 sej/J, the emergy yield ratio (EYR) was 1.09 and environmental loading ratio was 11.10 and the emergy sustainability index (ESI) was 0.10, highlighting some of the key challenges for the technology such as high energy consumption during harvesting, raw material consumption and high capital and operation costs. Alternatives scenarios and the sensitivity to process improvements were also assessed, helping prioritize further research based on sustainability impact. (C) 2012 Elsevier Ltd. All rights reserved.