Proposta de um modelo de medição e análise da satisfação de clientes em empresas de software : caso prático do ambiente business-to-business

Os estudos da satisfação e lealdade do cliente em ambiente Business-to-Business têm emergido devido ao interesse práctico e académico. Recorreu-se a um caso práctico de uma empresa de software internacional, ESRI, a operar em Portugal com modelo de negócio B2B e comportamento de compra extensivo. Desenvolveu-se um modelo estrutural com 11 variáveis latentes: lealdade; satisfação; imagem; atmosfera; cooperação; adaptação; processos; tecnologia; orientação ao cliente; competências; colaboradores e comunicação. Foram analisadas 304 respostas ao questionário de satisfação e de seguida aplicou-se o modelo a seis grupos de clientes segmentados de acordo com a contribuição do cliente para as receitas e o comportamento no processo de decisão de compra. Recorreu-se a modelos SEM (Structural Equation Modelling) com estimação dos parâmetros através da metodologia PLS (partial Least Squares). Os resultados mostram nos seis segmentos, que os valores da empresa, a cooperação através da competência dos colaboradores e da orientação ao cliente e a tecnologia são factores mais importantes para a satisfação e lealdade dos clientes.

Connect to success- consulting program of the U.S. embassy Lisbon creation of a business plan for “Quinta dos I’s”

The purpose of this project is to analyse and evaluate if the rural tourism cottage Quinta dos I’s will be profitable within the first five years of operation. It starts with a brief description of the business, followed by an industry analysis of the rural tourism market in Portugal and an intensive competitor analysis to evaluate Quinta dos I’s’ competitive advantages. The project then defines a marketing plan to generate awareness and establish the cottage in the market. Finally, a financial analysis is performed to examine the outcome of Quinta dos I’s’ recommended strategic activities. The results of this project show that the cottage is profitable after the first year of operation and expects to grow annually.

[An editorial to] Recent Advances on Knowledge Discovery and Business Intelligence

Special issue guest editorial, June, 2015.

Business intelligence in banking: A literature analysis from 2002 to 2013 using Text Mining and latent Dirichlet allocation

telligence applications for the banking industry. Searches were performed in relevant journals resulting in 219 articles published between 2002 and 2013. To analyze such a large number of manuscripts, text mining techniques were used in pursuit for relevant terms on both business intelligence and banking domains. Moreover, the latent Dirichlet allocation modeling was used in or- der to group articles in several relevant topics. The analysis was conducted using a dictionary of terms belonging to both banking and business intelli- gence domains. Such procedure allowed for the identification of relationships between terms and topics grouping articles, enabling to emerge hypotheses regarding research directions. To confirm such hypotheses, relevant articles were collected and scrutinized, allowing to validate the text mining proce- dure. The results show that credit in banking is clearly the main application trend, particularly predicting risk and thus supporting credit approval or de- nial. There is also a relevant interest in bankruptcy and fraud prediction. Customer retention seems to be associated, although weakly, with targeting, justifying bank offers to reduce churn. In addition, a large number of ar- ticles focused more on business intelligence techniques and its applications, using the banking industry just for evaluation, thus, not clearly acclaiming for benefits in the banking business. By identifying these current research topics, this study also highlights opportunities for future research.

From a NoSQL data source to a business intelligence solution: An experiment

We are living in the era of Big Data. A time which is characterized by the continuous creation of vast amounts of data, originated from different sources, and with different formats. First, with the rise of the social networks and, more recently, with the advent of the Internet of Things (IoT), in which everyone and (eventually) everything is linked to the Internet, data with enormous potential for organizations is being continuously generated. In order to be more competitive, organizations want to access and explore all the richness that is present in those data. Indeed, Big Data is only as valuable as the insights organizations gather from it to make better decisions, which is the main goal of Business Intelligence. In this paper we describe an experiment in which data obtained from a NoSQL data source (database technology explicitly developed to deal with the specificities of Big Data) is used to feed a Business Intelligence solution.

Pervasive business intelligence platform to improve the quality of decision process in primary and secondary education – A Portuguese case study

Business Intelligence (BI) can be seen as a method that gathers information and data from information systems in order to help companies to be more accurate in their decision-making process. Traditionally BI systems were associated with the use of Data Warehouses (DW). The prime purpose of DW is to serve as a repository that stores all the relevant information required for making the correct decision. The necessity to integrate streaming data became crucial with the need to improve the efficiency and effectiveness of the decision process. In primary and secondary education, there is a lack of BI solutions. Due to the schools reality the main purpose of this study is to provide a Pervasive BI solution able to monitoring the schools and student data anywhere and anytime in real-time as well as disseminating the information through ubiquitous devices. The first task consisted in gathering data regarding the different choices made by the student since his enrolment in a certain school year until the end of it. Thereafter a dimensional model was developed in order to be possible building a BI platform. This paper presents the dimensional model, a set of pre-defined indicators, the Pervasive Business Intelligence characteristics and the prototype designed. The main contribution of this study was to offer to the schools a tool that could help them to make accurate decisions in real-time. Data dissemination was achieved through a localized application that can be accessed anywhere and anytime.

Step towards to improve the voluntary interruption of pregnancy by means of business intelligence

With the implementation of Information and Communication Technologies in the health sector, it became possible the existence of an electronic record of information for patients, enabling the storage and the availability of their information in databases. However, without the implementation of a Business Intelligence (BI) system, this information has no value. Thus, the major motivation of this paper is to create a decision support system that allows the transformation of information into knowledge, giving usability to the stored data. The particular case addressed in this chapter is the Centro Materno Infantil do Norte, in particular the Voluntary Interruption of Pregnancy unit. With the creation of a BI system for this module, it is possible to design an interoperable, pervasive and real-time platform to support the decision-making process of health professionals, based on cases that occurred. Furthermore, this platform enables the automation of the process for obtaining key performance indicators that are presented annually by this health institution. In this chapter, the BI system implemented in the VIP unity in CMIN, some of the KPIs evaluated as well as the benefits of this implementation are presented.

What works best for getting the unemployed back to work: employment services or small-business assistance programs? evidence from Romania

Recent empirical evidence has found that employment services and small-business assistance programmes are often successful at getting the unemployed back to work. Â One important concern of policy makers is to decide which of these two programmes is more effective and for whom. Â Using unusually rich (for transition economies) survey data and matching methods, I evaluate the relative effectiveness of these two programmes in Romania. Â While I find that employment services (ES) are, on average, more successful than a small-business assistance programme (SBA), estimation of heterogeneity effects reveals that, compared to non-participation, ES are effective for workers with little access to informal search channels, and SBA works for less-qualified workers and those living in rural areas. Â When comparing ES to SBA, I find that ES tend to be more efficient than SBA for workers without a high-school degree, and that the opposite holds for the more educated workers.

A three-pronged approach to social business: a Brazilian multi-case analysis

Social businesses present a new paradigm to capitalism, in which private companies, non-profit organizations and civil society create a new type of business with the main objective of solving social problems with financial sustainability and efficiency through market mechanisms. As any new phenomenon, different authors conceptualize social businesses with distinct views. This article aims to present and characterize three different perspectives of social business definitions: the European, the American and that of the emerging countries. Each one of these views was illustrated by a different Brazilian case. We conclude with the idea that all the cases have similar characteristics, but also relevant differences that are more than merely geographical. The perspectives analyzed in this paper provide an analytical framework for understanding the field of social businesses. Moreover, the cases demonstrate that in the Brazilian context the field of social business is under construction and that as such it draws on different conceptual influences to deal with a complex and challenging reality.

Small Business: Referral Information on Programs to Assist Women and Minorities in Establishing and Expanding Small Businesses, Revised October 2000

Small Business: Referral Information on Programs to Assist Women and Minorities in Establishing and Expanding Small Businesses

Measurement with Some Theory: a New Approach to Evaluate Business Cycle Models

We propose a method to evaluate cyclical models which does not require knowledge of the DGP and the exact empirical specification of the aggregate decision rules. We derive robust restrictions in a class of models; use some to identify structural shocks and others to evaluate the model or contrast sub-models. The approach has good size and excellent power properties, even in small samples. We show how to examine the validity of a class of models, sort out the relevance of certain frictions, evaluate the importance of an added feature, and indirectly estimate structural parameters.

Pitfalls to Avoid when Measuring Institutions: Is 'Doing Business' Damaging Business?

Over recent years, both governments and international aid organizations have been devoting large amounts of resources to "simplifying" the procedures for setting up and formalizing firms. Many of these actions have focused on reducing the initial costs of setting up the firm, disregarding the more important role of business registers as a source of reliable information for judges, government departments and, above all, other firms. This reliable information is essential for reducing transaction costs in future dealings with all sorts of economic agents, both public and private. The priorities of reform policies should therefore be thoroughly reviewed, stressing the value of the legal institutions rather than trivializing them as is often the case.

Report to Government Oversight Committee Regrading Soil and Water Conservation Districts Competition with Small Business, 2006

At the request of the Government Oversight Committee, the Ombudsman gathered information regarding competition by county Soil and Water Conservation Districts (SWCD) with small business through the sale of products and services. The goal of the Ombudsman’s review was to assist the Government Oversight Committee (Committee) in gaining an objective understanding of the issues so the Committee can ascertain whether there is a problem that requires legislation this legislative session. The Ombudsman focused on gathering specific information from four SWCD offices in central Iowa; Dallas, Greene, Guthrie and Jasper. These offices were specifically identified in documentation presented to the Government Oversight Committee by affected small business owners (contractors), Jon Judson of Diversity Farms and Dan Brouse of Iowa Restorations. However, with 100 SWCDs in Iowa,1 each with their own elected commissioners and each with different practices, priorities and fundraising activities, what the Ombudsman learned about these four counties may not be applicable to all the SWCDs in Iowa. The Ombudsman assigned the case to the Assistant Citizens’ Aide/Ombudsman for Small Business, Kristie Hirschman. For reference purposes in this report, actions taken by Ms. Hirschman will be ascribed to the Ombudsman.