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

Gestão de satisfação e fidelidade do cliente na hotelaria :um estudo sobre os fatores que influenciam a satisfação e a fidelidade do turista internacional no Brasil

The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty

Uma contribuição à avaliação dos impactos da gestão de estoque na satisfação e fidelização pós-vendas de clientes de concessionárias de automóveis : um estudo empírico em Natal-RN

This paper aims to conduct a study to evaluate and measure the possible impact that the unavailability of spare parts can have on customer satisfaction for car dealerships in the post-sales. A theoretical-conceptual review on the subject of satisfaction and loyalty, on the backdrop of the reality of the automobile market, allowed the construction of a research tool dedicated to collect opinions of car owners, to allow an analysis empirical relationship between the availability of parts, repairs or scheduled service possible, and change or stay on the mark on the occasion of change of vehicle. 236 forms were applied to car owners in the city of Natal / RN. The results obtained in this survey allowed the identification of the unavailability of parts as a significant factor, among others, the motivation for the customer to switch brands. Collaterally, we could also conclude that the dynamics of change in marks, whatever its motivation, is reflected in the perceived positions of the different brands as the market share both in strictly quantitative terms and in terms of relative positioning, with significant changes in the ranking of consumer preferences for different brands available

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

PET containers in Brazil: Opportunities and challenges of a logistics model for post-consumer waste recycling

The use of post-consumer materials is directly related to reducing the cost of production and extraction of natural resources. Non-recyclable materials are randomly disposed in the environment. Brazil is one of the largest consumers of PET (polyethylene terephthalate) bottles. The purpose of this paper is to describe the opportunities and challenges of the logistics model for post-consumer PET bottle recycling in Brazil, while providing knowledge of its practices along the recycling chain. The results describe the need to educate those directly and indirectly involved in the process: to reduce consumption in order to reduce the amount of waste generated: to structure the post-consumer reverse chain and engage industrial sectors and government, through public policies, to support cleaner technologies along the PET bottle production chain. (C) 2010 Elsevier B.V. All rights reserved.

Análise da relação causal entre imagem de destinos, qualidade, satisfação e fidelidade: um estudo de acordo com a percepção do turista nacional no destino turístico Natal

This dissertation aims to analyze the causal relationship between the quality of tourist services, satisfaction with the attributes and globally, fidelity and image of tourist destinations. Therefore, it was conducted an exploratory, descriptive research with quantitative analytical approach. Data collection was performed by a questionnaire addressed to tourists at the Augusto Severo International Airport and Bus station of Natal, the main points of entry and exit of tourists. The composition was simple random sampling by reaching the final number of 400 tourists interviewed. Among the main results, is an assessment of the quality of the components of the destination. It was noted that nine are the dimensions of perceived quality of tourism products and services of ―Sun and Sand‖ segment, that is, Beaches and Facilities, Public Equipment, Catering Services, Transportation, Hotel Equipment, Hotel Services, Entertainment & Attractions, Access to the Hotel and Hospitality. Moreover, it was concluded that the Preview Tourism Destination Image has little direct influence in the Consumer Satisfaction, and only indirectly in the Post-Purchase Behavior. While the Complex Tourism Destination Image exerts strong and direct influence on both factors, in the Customer Satisfaction Process and Loyalty, the dimensions of quality also claimed to be strongly influences both factors

Evaluation of new red winemaking technologies through consumer liking

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Optimization of neutral hydrolysis reaction of post-consumer PET for chemical recycling

The neutral hydrolysis reaction of post-consumer poly(ethylene terephthalate) in solid state was studied through the reaction of the polymer with water at the molar ratio 1:91 with autogenous pressure. Two sizes of post-consumer PET flakes and temperatures of 135 °C, 170°C and 205°C with pressures of 4.0 atm, 7.5 atm and 13.5 atm, respectively, were considered. With reaction time equal to 6h, the method reached 99% depolymerization at 205°C, 8.2% at 170 °C and 1.7% at 135°C. The reaction extension was measured by separating the terephthalic acid formed in the process and calculating by gravimetry how much material could still be reacted. Through the viscosimetry of diluted, solutions and the counting of carboxylic end groups in the remaining material from the gravimetric assay, it was possible to suggest that the reaction occurs randomly and in the whole volume of the polymeric particle and not solely on the surface. The terephthalic acid obtained and then purified was characterized by elemental analysis, magnetic nuclear resonance, size and panicle size distribution and spectrophotometry in the visible spectrum, and it was similar to the petrochemical equivalent, with purity recorded in carbon base equal to 99.9%.

Consumer behavior after the Brazilian power rationing in 2001

In June 2001, after a dry period, the level of the water reservoirs in Brazil was below their operational levels. This situation, combined with other historical factors, led the country into a period of power rationing. As expected, power consumption lowered during this period. After December 2001, when the power rationing ended, electrical utilities expected to return to their normal power consumption in a matter of months, but the level of power consumption only returned to its level around years 2004 2005. Consumer behavior went through a change during this period, and the consumers kept this behavior after, leading to electrical and economical consequences until today. This paper presents an analysis of several factors that led to these events, including historical consumption data and comparisons with similar situations. The objective of this analysis is to give helpful information to electrical utilities, that could deal with similar situations, in their load forecasting studies. © 2006 IEEE.

Consumer confidence and economic growth: case studies of Jamaica and Trinidad and Tobago

Includes bibliography

Brazil: how macroeconomic variables affect consumer confidence

Includes bibliography

Consumer interpretation of ready to drink orange juice and nectar labelling

The aim of this study was to evaluate consumers' use and interpretation of ready to drink orange juice and nectar label information and its influence on the purchase decision. One hundred and sixty-seven consumers of ready to drink orange juice and nectar were interviewed. The labels were analysed to evaluate their conformance to Brazilian legislation. The manufacturing and shelf life date were the information most often checked, followed by health related issues. Brand, price and flavour were the most important factors for purchase decision. Brand and flavour showed significant association with consumer age. For most interviewed, 'nectar', 'whole' and 'natural' or '100% natural' were not well understood; they were not in accordance with the Brazilian legislation. 'Nectar', 'whole' and 'natural' or '100% natural' received a positive interpretation, whereas 'reconstituted juice' was considered a negative expression. Nevertheless, none of the labels completely conformed to the specific nutritional labelling legislation. © 2013 Institute of Food Science and Technology.

Innovative winemaking: Consumer acceptance of red table wines

Purpose: This paper aims to evaluate the consumer acceptance of Bordô and Isabel wines from innovative winemaking in order to increase red wine consumption by consumers to obtain nutritional benefits. Design/methodology/approach: All wines were produced by a standard procedure of vinification. Pre-drying treatment aimed at drying the grapes up to 22°Brix and static pomace wines presented the constant contact between the must and pomace. Sensory acceptance was carried out by 80 consumers who evaluated eight samples (six experimental wines and two commercial wines) concerning the attributes: appearance, aroma, body, flavor and overall acceptance. Findings: Experimental wines presented higher acceptance when compared to commercial wines and cluster analysis shows the splitting of consumer preferences, highlighting the higher acceptance of traditional Bordô wine and static pomace samples in all sensory attributes. Pre-drying process enhances the concentration of coloured compounds, to highlight the appearance acceptance of these samples. Research limitations/implications: Although this paper has limited the consumer acceptance of red table wines, the innovative treatments will be applied in Vitis vinifera red wines. Practical implications: The wide acceptance of static pomace and pre-drying wines has promoted further information about innovative winemaking that can be applied in Brazilian and worldwide wineries. Social implications: The innovative treatments can change sensorial features of wines and therefore influence the choice of consumers as well as enhancing the nutritional benefits of red wines. Originality/value: The pre-drying and static pomace winemaking are the novelty of this study and the wide acceptance of the sensory attributes concerning these treatments indicates the potential for application in wineries. © Emerald Group Publishing Limited.

Consumer attitude towards purchasing intent for ready to drink orange juice and nectar

Purpose: The purpose of this paper was to evaluate the impact of some labeling aspects on the consumer intent to purchase ready to drink orange juice and nectar. Design/methodology/approach: The influence of label information on the consumer intent to purchase was evaluated by conjoint analysis using a convenience sample (n=149). A factorial design with four characteristics, price, brand, information about the product and kind of beverage, was used. Three levels were established for brand and product information, and two for price and kind of beverage. Findings: Low price, product information and market leading brand had positive impact. No preservatives/natural was the information that most influenced consumer's purchase intent. The ideal label showed the leading brand, low price and information no preservatives/natural. These results could be useful for strategic planning of consumer instruction and have important implications for Brazilian orange juice manufactures. Originality/value: Although the most widely consumed beverages in Brazil are ready to drink orange juice and nectar, it was unexpected that consumers did not know the differences between them and that kind of beverage was not an important factor for the purchase decision. © Emerald Group Publishing Limited.