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

A influência do modelo de triplice hélice no grau de maturidade de inovação: um estudo de caso em empresas participantes do projeto PRÓ-INOVA/NAGI no estado do RIO GRANDE DO NORTE

Public investments in the development of innovation in the country, either through the rigging of public universities, either through public announcements of the promotion, increased dramatically in recent years. To analyze the efficiency and effectiveness of the use of public resources is especially in times of austerity, essential for the development of a country. In this context, this research aims to identify the influence of public investments to promote innovation in the degree of maturity of innovative companies in the state of the RN. Another goal is to identify the regional influence from the installation site - capital or countryside, in the performance of the companies studied in the degree of innovation. The theoretical basis of the understanding of the scope of the concept of innovation and its determination for the purposes of this study. Typology, degree of innovation, evaluation methodologies and mechanisms to support innovation : Still on the theme of innovation additional concepts that help the reader to a greater understanding, such as are presented. Following is approached conceptualization of the triple helix, highlighting the concepts advocated by Etzkowitz and Leydesdorff, Salomon and Silva and Ipiranga, Freitas and Paiva, among others. With regard to methodological aspects, we propose a descriptive, exploratory and explanatory research quantitative and qualitative approach with the target audience group of companies served by INOVA PRO- NAGI design - multi-institutional action from a public resource called FINEP promotes the development of innovative companies in the State of Rio Grande do Norte - in 2013. The research should provide reflection and understanding of the influence of public investment in innovation, which by means of qualitative predictive variables associated with quantitative method to explain which variables are significant variations in the degree of maturity of enterprises studied

Sistema de supervisão aérea baseado em navegação visual para detecção de anomalias em instalações de petróleo e gás

This work deals with the development of a prototype of a helicopter quadrotor for monitoring applications in oil facilities. Anomaly detection problems can be resolved through monitoringmissions performed by a suitably instrumented quadrotor, i.e. infrared thermosensors should be embedded. The proposed monitoring system aims to reduce accidents as well as to make possible the use of non-destructive techniques for detection and location of leaks caused by corrosion. To this end, the implementation of a prototype, its stabilization and a navigation strategy have been proposed. The control strategy is based on dividing the problem into two control hierarchical levels: the lower level stabilizes the angles and the altitude of the vehicle at the desired values, while the higher one provide appropriate references signals to the lower level in order the quadrotor performs the desired movements. The navigation strategy for helicopter quadrotor is made using information provided by a acquisition image system (monocular camera) embedded onto the helicopter. Considering that the low-level control has been solved, the proposed vision-based navigation technique treats the problem as high level control strategies, such as, relative position control, trajectory generation and trajectory tracking. For the position control we use a control technique for visual servoing based on image features. The trajectory generation is done in a offline step, which is a visual trajectory composed of a sequence of images. For the trajectory tracking problem is proposed a control strategy by continuous servovision, thus enabling a navigation strategy without metric maps. Simulation and experimental results are presented to validate the proposal

Calibração cega de receptores cinco-portas baseada em separação cega de fontes

The exponential growth in the applications of radio frequency (RF) is accompanied by great challenges as more efficient use of spectrum as in the design of new architectures for multi-standard receivers or software defined radio (SDR) . The key challenge in designing architecture of the software defined radio is the implementation of a wide-band receiver, reconfigurable, low cost, low power consumption, higher level of integration and flexibility. As a new solution of SDR design, a direct demodulator architecture, based on fiveport technology, or multi-port demodulator, has been proposed. However, the use of the five-port as a direct-conversion receiver requires an I/Q calibration (or regeneration) procedure in order to generate the in-phase (I) and quadrature (Q) components of the transmitted baseband signal. In this work, we propose to evaluate the performance of a blind calibration technique without additional knowledge about training or pilot sequences of the transmitted signal based on independent component analysis for the regeneration of I/Q five-port downconversion, by exploiting the information on the statistical properties of the three output signals

Materiais supercondutores HTS para arranjos de antenas e aplicação de PBG para micro-ondas

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior

Sistema híbrido para detecção e diagnóstico de falhas em sistemas dinâmicos

The industries are getting more and more rigorous, when security is in question, no matter is to avoid financial damages due to accidents and low productivity, or when it s related to the environment protection. It was thinking about great world accidents around the world involving aircrafts and industrial process (nuclear, petrochemical and so on) that we decided to invest in systems that could detect fault and diagnosis (FDD) them. The FDD systems can avoid eventual fault helping man on the maintenance and exchange of defective equipments. Nowadays, the issues that involve detection, isolation, diagnose and the controlling of tolerance fault are gathering strength in the academic and industrial environment. It is based on this fact, in this work, we discuss the importance of techniques that can assist in the development of systems for Fault Detection and Diagnosis (FDD) and propose a hybrid method for FDD in dynamic systems. We present a brief history to contextualize the techniques used in working environments. The detection of fault in the proposed system is based on state observers in conjunction with other statistical techniques. The principal idea is to use the observer himself, in addition to serving as an analytical redundancy, in allowing the creation of a residue. This residue is used in FDD. A signature database assists in the identification of system faults, which based on the signatures derived from trend analysis of the residue signal and its difference, performs the classification of the faults based purely on a decision tree. This FDD system is tested and validated in two plants: a simulated plant with coupled tanks and didactic plant with industrial instrumentation. All collected results of those tests will be discussed

Localização de robôs móveis autônomos utilizando fusão sensorial de odometria e visão monocular

The development and refinement of techniques that make simultaneous localization and mapping (SLAM) for an autonomous mobile robot and the building of local 3-D maps from a sequence of images, is widely studied in scientific circles. This work presents a monocular visual SLAM technique based on extended Kalman filter, which uses features found in a sequence of images using the SURF descriptor (Speeded Up Robust Features) and determines which features can be used as marks by a technique based on delayed initialization from 3-D straight lines. For this, only the coordinates of the features found in the image and the intrinsic and extrinsic camera parameters are avaliable. Its possible to determine the position of the marks only on the availability of information of depth. Tests have shown that during the route, the mobile robot detects the presence of characteristics in the images and through a proposed technique for delayed initialization of marks, adds new marks to the state vector of the extended Kalman filter (EKF), after estimating the depth of features. With the estimated position of the marks, it was possible to estimate the updated position of the robot at each step, obtaining good results that demonstrate the effectiveness of monocular visual SLAM system proposed in this paper

Uma ferramenta para Análise Multiresolução de dados não regularmente amostrados

Digital signal processing (DSP) aims to extract specific information from digital signals. Digital signals are, by definition, physical quantities represented by a sequence of discrete values and from these sequences it is possible to extract and analyze the desired information. The unevenly sampled data can not be properly analyzed using standard techniques of digital signal processing. This work aimed to adapt a technique of DSP, the multiresolution analysis, to analyze unevenly smapled data, to aid the studies in the CoRoT laboratory at UFRN. The process is based on re-indexing the wavelet transform to handle unevenly sampled data properly. The was efective presenting satisfactory results

Simulador computacional do comportamento em regime de poços de petróleo equipados com gas-lift contínuo

Amongst the results of the AutPoc Project - Automation of Wells, established between UFRN and Petrobras with the support of the CNPq, FINEP, CTPETRO, FUNPEC, was developed a simulator for equipped wells of oil with the method of rise for continuous gas-lift. The gas-lift is a method of rise sufficiently used in production offshore (sea production), and its basic concept is to inject gas in the deep one of the producing well of oil transform it less dense in order to facilitate its displacement since the reservoir until the surface. Based in the use of tables and equations that condense the biggest number of information on characteristics of the reservoir, the well and the valves of gas injection, it is allowed, through successive interpolations, to simulate representative curves of the physical behavior of the existing characteristic variable. With a simulator that approaches a computer of real the physical conditions of an oil well is possible to analyze peculiar behaviors with very bigger speeds, since the constants of time of the system in question well are raised e, moreover, to optimize costs with assays in field. The simulator presents great versatility, with prominance the analysis of the influence of parameters, as the static pressure, relation gas-liquid, pressure in the head of the well, BSW (Relation Basic Sediments and Water) in curves of request in deep of the well and the attainment of the curve of performance of the well where it can be simulated rules of control and otimization. In moving the rules of control, the simulator allows the use in two ways of simulation: the application of the control saw software simulated enclosed in the proper simulator, as well as the use of external controllers. This implies that the simulator can be used as tool of validation of control algorithms. Through the potentialities above cited, of course one another powerful application for the simulator appears: the didactic use of the tool. It will be possible to use it in formation courses and recycling of engineers

Efeitos na taxa de transporte de elétrons de plantas daninhas após aplicação de amicarbazone

Entre os herbicidas registrados para cana-de-açúcar, o amicarbazone é um dos mais importantes para o controle das plantas daninhas, sendo preciso que o herbicida seja absorvido, translocado e que ele alcance os cloroplastos das células das folhas para atuar em seu sítio de ligação no fotossistema II. O objetivo deste trabalho foi avaliar os efeitos da aplicação do amicarbazone na taxa de transporte de elétrons (ETR) de Ipomoea grandifolia, Brachiaria decumbens e Digitaria horizontalis. Foi verificada a resposta dessas plantas daninhas, em relação à ETR, quando submetidas ao amicarbazone em solução e na sequência à solução sem herbicida, por meio de leituras da ETR, realizadas em folhas novas e adultas com o uso de um fluorômetro portátil. Verificou-se também o consumo de água das plantas daninhas pela pesagem diária dos recipientes contendo a solução e as plantas. Assim, verificou-se por meio do experimento que a redução dos valores da ETR pode ser utilizada para indicar o nível de intoxicação nas plantas daninhas em estudo. As plantas daninhas I. grandifolia, B. decumbens e D. horizontalis apresentaram respostas diferenciadas quando submetidas a solução sem herbicida após solução com amicarbazone. I. grandifolia apresentou-se mais sensível ao amicarbazone devido à maior dificuldade em recuperar os níveis iniciais de ETR, além de apresentar alterações nas folhas novas após o termino de fornecimento do herbicida. O consumo de água pode explicar esse comportamento em I. grandifolia, visto tratar-se da espécie que mais consumiu água e, consequentemente, mais absorveu o amicarbazone. Já para B. decumbens e D. horizontalis ocorreram menores níveis de absorção de água e, por conseguinte, as folhas velhas tiveram melhor recuperação do transporte de elétrons e não houve intoxicação em folhas novas.

Only the B biotype of Bemisia tabaci is present on vegetables in São Paulo State, Brazil

Bemisia tabaci (Genn.) é considerada uma das mais importantes pragas em cultivos de hortaliças e ornamentais em todo o mundo. Baseado na análise da seqüência mitocondrial (citocromo oxidase I - mtCOI) foi proposto recentemente que B. tabaci deva ser considerado um complexo críptico de espécies, contendo 11 grupos e 24 espécies. Dois destes grupos: Middle East-Asia Minor e Mediterranean englobam os biótipos B e Q, respectivamente. Avaliou-se a sequência mtCOI de espécimes de B. tabaci coletados em regiões do estado de São Paulo, Brasil. Por PCR-RFLP utilizando-se a enzima Taq I, pôde-se observar somente o padrão típico de clivagem para o biótipo B. Comparando-se com sequências consenso, todas as moscas brancas foram classificadas no grupo Middle East-Asia Minor e puderam ser separadas em quatro haplótipos, indicando prevalência do biótipo B em áreas de pimentão (Capsicum annuum L.), tomate (Solanum lycopersicum L.), cucurbitáceas e berinjela (Solanum melongena L.) do Estado de São Paulo.

A influência da adição de caulim, quartzo e feldspato potássico na formulação de massas cerâmicas para telhas: Modelo estatístico

The production of roof tiles in the state of Rio Grande do Norte accounts for around 60% of the total of ceramic pieces produced. There is a need for investment to improve quality and productivity, thereby promoting technological innovations. Accordingly, the aim of this study is to determine the effect of kaolin, potassium feldspar and quartz in two standard formulations, as well as the effect of sintering temperature on the technological properties of linear firing shrinkage, water absorption and bending rupture stress, by fitting the statistical model and using multiple linear regression to assess the relationship between technological properties and independent variables. The raw materials were characterized using the following techniques: X-ray fluorescence (XRF), X-ray diffraction (XRF), rational analysis (RA), differential thermal analysis (DTA) and granulometric analysis (GA). The test specimens were compacted by uniaxial pressure (25 MPa), dried in a stove at 110 ºC for 24 hours and sinterized at 850 ºC, 950 ºC and 1050 ºC and held isothermal for 30 minutes. The results obtained indicate that the addition of kaolin to two standard formulations (M and R) promoted a reduction in water absorption values and an increase in bending rupture stress values. The sintering temperatures for group M that resulted in the lowest linear firing shrinkage and water absorption values were 850 ºC and 950 ºC, respectively, and the highest bending rupture stress values were reached at a temperature of 950 ºC. In the case of group R, the sintering temperature that obtained the lowest water absorption and linear firing shrinkage values was 850 ºC, and the highest bending rupture stress values were attained at a temperature of 1050 ºC. This work explains the statistical approach used to fit the model that describes the relationship between the technological properties and percentage of kaolin, quartz and feldspar, as well as the models that enable predictions, provided that the lower and upper limits of the percentage of clay minerals, flux and quartz used in this study are respected. Statistica 6 software was used and results were obtained by stepwise forward regression

Assessment of micronutrient extractants from soils of Paraná, Brazil

In Brazil, plant-available micronutrients in the soil can be determined by several chemical extractants, the most common of which are dilute acid and chelating solutions. The purpose of this study was to assess the extractants 0.1 mol L-1 HCl, Mehlich-1, Mehlich-3 and DTPA for analysis of the micronutrients Cu, Zn, Fe, and Mn in soils from the state of Parana. In samples from 12 soils (0-20 cm layer), wheat was planted (Triticum aestivum), grown for 42 days after emergence, and then bean (Phaseolus vulgaris) for 38 days. At the end of each planting period, the soil was sampled again. All extractants tested to assess the availability of Cu, Zn, Fe, and Mn correlated with each other. The efficiency of the extractants HCl, Mehlich-3 and DTPA in assessing plant-available Cu was similar, unlike Mehlich-1, which proved less efficient. The extractants HCl, Mehlich-1 and Mehlich-3 were less efficient in estimating plant-available Zn and Fe, and the most indicated extractant is DTPA. The efficiency of the extractants HCl, Mehlich-1, Mehlich-3 and DTPA in assessing plant-available Mn in soils from Parana was similar.

Triticale, milheto e adubação fosfatada para formação de palhada em semeadura direta

As fontes de P mais utilizadas são os fosfatos solúveis em água, pela maior facilidade de liberação de P no solo. Entretanto, devido às características dos solos tropicais, grande parte desse P acaba adsorvida às partículas do solo, tornando-se indisponível. Os fosfatos reativos podem, inicialmente, liberar o P de maneira mais lenta; entretanto, a partir dos cultivos, este elemento poderá ser liberado de forma contínua, podendo haver menor fixação. O objetivo deste trabalho foi estudar a resposta à aplicação de duas fontes de P na cultura do triticale e o efeito residual dessa adubação no milheto, cultivados em semeadura direta, avaliando-se: fertilidade do solo; produção de matéria seca; teor e quantidade de P nas plantas e palha de cobertura; densidade de plantas; teor e quantidade de P nos grãos; e produtividade do triticale. O experimento foi conduzido em Latossolo Vermelho distroférrico. No mês de abril foram aplicados, a lanço, em superfície, três tratamentos: sem aplicação de P2O5; aplicação de 80 kg ha-1 de P2O5 de superfosfato triplo; e aplicação de 80 kg ha-1 de P2O5 de fosfato natural Arad. em seguida, semeou-se o triticale (X Triticosecale Wittmack), que foi conduzido até a colheita. em setembro, após a colheita do triticale, semeou-se o milheto (Pennisetum glaucum (L.) R. Brown), com o objetivo de elevar a cobertura de palha do solo, sendo ele dessecado no florescimento no mês de novembro. A aplicação de fosfato solúvel em superfície proporcionou lixiviação do P até a camada de 5-10 cm de profundidade do solo e melhor nutrição fosfatada do triticale cultivado em seguida, assim como maior produção de grãos. Apesar do aumento no teor de P disponível no solo, proporcionado pelo fosfato solúvel, a aplicação de P no triticale não redundou em elevação da produção de matéria seca, do teor e da quantidade de P na parte aérea do milheto cultivado em sequência.

Transmissão do Cowpea mild mottle virus pela mosca branca Bemisia tabaci biótipo B para plantas de feijão e soja

A necrose da haste da soja é causada por um vírus do gênero Carlavirus transmitido pela mosca branca Bemisia tabaci, também infectante de feijão e identificado como Cowpea mild mottle virus (CpMMV). Neste trabalho foram realizados testes para determinação do número de moscas-brancas B. tabaci biótipo B necessários para transmissão do vírus em feijoeiro e soja. Na sequência foram realizados dois outros testes, com 10 insetos por planta. Avaliaram-se períodos de acesso à aquisição (PAA) de 'Jalo' para 'Jalo', e o efeito de períodos de acesso à inoculação (PAI). Foram visualmente constatados sintomas típicos do carlavírus como mosaico, clareamento de nervuras, necrose sistêmica e redução de crescimento. Houve transmissão do vírus para 'BT-2' de feijão e 'BRS-132' de soja com apenas um inseto por planta, sendo mais eficaz nesta última espécie. A taxa de transmissão do vírus foi maior com o aumento do número de insetos por planta. E o PAA foi determinado após 15' de tempo para aquisição, e o PAI com 5 min e aumentando os períodos de acesso a aquisição e inoculação aumentou-se a taxa de transmissão.