Fatores da satisfação, fidelidade e recomendação em serviço de saúde: estudo em setor ambulatorial de hospital

This thesis deals with the factors affecting customer satisfaction, loyalty and recommendation in the health care sector. It is adapted a model proposed by Johnson et al. (2001) of quality and loyalty antecedent factors and it is conducted a survey with a sample of 109 customers of a hospital on the ambulatory in Natal city, a capital of a Northeastern State of Brazil. It is carried descriptive and multiple regression statistical analysis. The main findings related to satisfaction are that quality factors of doctor professionalism, clerical staff efficiency, consultancy room comfort, time to provide the medical consultancy but also hospital localization are the most significant factors affecting satisfaction. Regarding personal full loyalty, satisfaction with the hospital and affective commitment are the main factors yet for partial loyalty image and calculate commitment play the main role. For recommendation satisfaction, image and brand are the main factors. The overall model used fairly explains the satisfaction, loyalty and recommendation outcomes with varying factors regarding each final purpose, e.g. loyalty or recommendation

Qualidade do serviço de informação digital :um estudo exploratório em web sites de Programas de Pós-Graduação

This dissertation of Mestrado investigated the performance and quality of web sites. The target of the research is the proposal of an integrated model of evaluation of services of digital information in web educational sites. The universe of the research was constituted by eighteen Brazilian Universities that offer after-graduation courses, in the levels of mestrado and doutorado in the area of Engineering of Production. The adopted methodology was a descriptive and exploratory research, using the technique of systematic comment and focus group, for the collection of the data, using itself changeable independent dependents and, through the application of two instruments of research. The analysis protocol was the instrument adopted for evaluation and attainment of qualitative results. E the analysis grating was applied for evaluation and attainment of the quantitative results. The qualitative results had identified to the lack of standardization of web sites, under the attributes of content, hierarchy of information, design of the colors and letters. It of accessibility for carriers of auditory and visual special necessities was observed inexistence, as well as the lack of convergence of medias and assistivas technologies. The language of the sites also was evaluated and all present Portuguese only language. The general result demonstrated in grafico and tables with classification of the Universities, predominating the Good note As for the quantitative results, analysis method ed was estatistico, in order to get the descriptive and inferencial result between the dependent and independent variaveis. How much a category of analysis of the services of the evaluated sites, was found it props up and the index generality weighed. These results had served of base for ranking of existence or inexistence the Universities, how much of the information of services in its web sites. In analysis inferencial the result of the test of correlation or association of the independent variaveis (level, concept of the CAPES and period of existence of the program) with the caracteristicas, called was gotten categories of services. For this analysis the estatisticos methods had been used: coefficient of Spearman and the Test of Fisher. But the category you discipline of the Program of Mestrado presented significance with variavel independent and concept of the CAPES. Main conclusion of this study it was ausencia of satandardization o how much to the subjective aspects, design, hierarchy of information navigability and content precision and the accessibility inexistence and convergence. How much to the quantitative aspects, the information services offered by web sites of the evaluated Universities, still they do not present a satisfactory and including quality. Absence of strategies, adoption of tools web, techniques of institucional marketing and services that become them more interactive, navigable is perceived and with aggregate value

Estimação de funções de covariância para características de crescimento da raça Tabapuã utilizando modelos de regressão aleatória

Foram utilizados 35.732 registros de peso do nascimento aos 660 dias de idade de 8.458 animais da raça Tabapuã para estimar funções de covariância utilizando modelos de regressão aleatória sobre polinômios de Legendre. Os modelos incluíram: como aleatórios, os efeitos genético aditivo direto, materno, de ambiente permanente de animal e materno; como fixos, os efeitos de grupo de contemporâneo; como covariáveis, a idade do animal à pesagem e a idade da vaca ao parto (linear e quadrática); e sobre a idade à pesagem, polinômio ortogonal de Legendre (regressão cúbica) foi considerado para modelar a curva média da população. O resíduo foi modelado considerando sete classes de variância e os modelos foram comparados pelos critérios de informação Bayesiano de Schwarz e Akaike. O melhor modelo apresentou ordens 4, 3, 6, 3 para os efeitos genético aditivo direto e materno, de ambiente permanente de animal e materno, respectivamente. As estimativas de covariância e herdabilidades, obtidas utilizando modelo bicaracter, e de regressão aleatória foram semelhantes. As estimativas de herdabilidade para o efeito genético aditivo direto, obtidas com o modelo de regressão aleatória, aumentaram do nascimento (0,15) aos 660 dias de idade (0,45). Maiores estimativas de herdabilidade materna foram obtidas para pesos medidos logo após o nascimento. As correlações genéticas variaram de moderadas a altas e diminuíram com o aumento da distância entre as pesagens. A seleção para maiores pesos em qualquer idade promove maior ganho de peso do nascimento aos 660 dias de idade.

Construção e implementação do Balanced Scorecard em uma organização educacional: o caso do Serviço Nacional de Aprendizagem Comercial do Rio Grande do Norte SENAC RN

The changes that have taken place in the organizational environment in recent decades have led to new performance measurement systems being proposed, given the inadequacy of traditional models. The Balanced Scorecard (BSC) emerged as an instrument to translate financial and non-financial assets into real values for all interested parties in the organization, allowing the introduction of strategies to achieve the desired goals. Research shows that most errors committed with the use of this method are related to the implementation process. Thus, the aim of this dissertation is to analyze the process of building and implementing the BSC in an organization. This empirical exploratory study is based on the classic case study method, which enables the researcher to work with a set of evidence, including direct observation, interviews and document analysis. The results show that the use of BSC in the company investigated posed problems during the process of building and implementing the method. These problems were caused mainly by the lack of involvement on the part of upper management and the team s scant knowledge of Balanced Scorecard. One of the gains obtained from adopting the system was the introduction and/or consolidation of a culture of strategic planning and participative management. The continuous implementation phase was highlighted in the monitoring program, created by the organization in an attempt to reverse existing problems, using the BSC as a third generation strategic management system, which led to significant gains, better use of the system and stronger management practices

Qualidade do serviço em organização do terceiro setor: um estudo na casa de apoio à criança com câncer

The research aimed identify how the quality of services provided by Casa de Apoio à Criança com Câncer Durval Paiva is perceived by its users, giving an opportunity of improve their performance in social services provision pointing out the failures experienced, the institution will have the user as a important partner in fails identification, serving as a subsidy to the actions of correction and improvement to such situations demands. With this work implementation will be observed contributions that will permeate to the fields of theory and practice, enabling progress and enrichment on the subject. The theoretical contribution is observed as this work execution will provide greater advance about the models developed for the third sector. The proposed work will raise awareness issues about the full potential of the social economy, with regard to the quality of services provided by organizations, allowing a better definition of priorities on their development. The study addressed three issues: identifying the people that receive support of the Casa Durval Paiva, identifying what is the level of satisfaction of families served and evaluate the services provided by Casa Durval Paiva that demand improvements in the perception of families assisted. Found a demand for services has been found that the institution has a multidisciplinary team with a high level of professionalism, and supervised with students of various educational institutions and many volunteers to complement the actions of individual professionals. Was measured a high satisfaction of users of the services provided by Casa Durval Paiva

Otimização de escalas de serviço de tripulações estudo de caso em uma empresa de transporte urbano na região metropolitana de Natal/RN

This work aims to "build" rostering urban bus crews to minimize the cost of overtime. For this purpose a mathematical model was developed based on case study in an urban transport company in the metropolitan region of Natal. This problem is usually known in the literature as the Crew Scheduling Problem (CSP) and classified as NP-hard. The mathematical programming takes into account constraints such as: completion of all trips, daily and maximum allowable range of home and / or food. We used the Xpress-MP software to implement and validate the proposed model. For the tested instances the application of the model allowed a reduction in overtime from 38% to 84%

Funções de covariância para produção de leite no dia do controle em bovinos Gir leiteiro

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Dedução de Funções de Alívio para Priorização de Variantes de Chaveamento Adequadas à Eliminação de Sobrecargas

Eventually, violations of voltage limits at buses or admissible loadings of transmission lines and/or power transformers may occur by the power system operation. If violations are detected in the supervision process, corrective measures may be carried out in order to eliminate them or to reduce their intensity. Loading restriction is an extreme solution and should only be adopted as the last control action. Previous researches have shown that it is possible to control constraints in electrical systems by changing the network topology, using the technique named Corrective Switching, which requires no additional costs. In previous works, the proposed calculations for verifying the ability of a switching variant in eliminating an overload in a specific branch were based on network reduction or heuristic analysis. The purpose of this work is to develop analytical derivation of linear equations to estimate current changes in a specific branch (due to switching measures) by means of few calculations. For bus-bar coupling, derivations will be based on short-circuit theory and Relief Function methodology. For bus-bar splitting, a Relief Function will be derived based on a technique of equivalent circuit. Although systems of linear equations are used to substantiate deductions, its formal solution for each variant, in real time does not become necessary. A priority list of promising variants is then assigned for final check by an exact load flow calculation and a transient analysis using ATP Alternative Transient Program. At last, results obtained by simulation in networks with different features will be presented

Especificação e implementação de um protótipo de serviço web para buscas baseadas em contextos compartilhados definidos a partir de sintagmas e relacionamentos

The popularization of the Internet has stimulated the appearance of Search Engines that have as their objective aid the users in the Web information research process. However, it s common for users to make queries and receive results which do not satisfy their initial needs. The Information Retrieval in Context (IRiX) technique allows for the information related to a specific theme to be related to the initial user query, enabling, in this way, better results. This study presents a prototype of a search engine based on contexts built from linguistic gatherings and on relationships defined by the user. The context information can be shared with softwares and other tool users with the objective of promoting a socialization of contexts

Determinação de Chaveamento para Recomposição do Serviço em Redes de Distribuição de Energia Elétrica em Média Tensão Através de Métodos Baseado em Parâmetros de Sensibilidade

The reconfiguration of a distribution network is a change in its topology, aiming to provide specific operation conditions of the network, by changing the status of its switches. It can be performed regardless of any system anomaly. The service restoration is a particular case of reconfiguration and should be performed whenever there is a network failure or whenever one or more sections of a feeder have been taken out of service for maintenance. In such cases, loads that are supplied through lines sections that are downstream of portions removed for maintenance may be supplied by the closing of switches to the others feeders. By classical methods of reconfiguration, several switches may be required beyond those used to perform the restoration service. This includes switching feeders in the same substation or for substations that do not have any direct connection to the faulted feeder. These operations can cause discomfort, losses and dissatisfaction among consumers, as well as a negative reputation for the energy company. The purpose of this thesis is to develop a heuristic for reconfiguration of a distribution network, upon the occurrence of a failure in this network, making the switching only for feeders directly involved in this specific failed segment, considering that the switching applied is related exclusively to the isolation of failed sections and bars, as well as to supply electricity to the islands generated by the condition, with significant reduction in the number of applications of load flows, due to the use of sensitivity parameters for determining voltages and currents estimated on bars and lines of the feeders directly involved with that failed segment. A comparison between this process and classical methods is performed for different test networks from the literature about networks reconfiguration

Estudo da qualidade de serviço de uma aplicação VoIP em ambientes wireless com handoff

This work deals with experimental studies about VoIP conections into WiFi 802.11b networks with handoff. Indoor and outdoor network experiments are realised to take measurements for the QoS parameters delay, throughput, jitter and packt loss. The performance parameters are obtained through the use of software tools Ekiga, Iperf and Wimanager that assure, respectvely, VoIP conection simulation, trafic network generator and metric parameters acquisition for, throughput, jitter and packt loss. The avarage delay is obtained from the measured throughput and the concept of packt virtual transmition time. The experimental data are validated based on de QoS level for each metric parameter accepted as adequated by the specialized literature

Uma proposição para o cálculo de mapas de disparidade de imagens estéreo usando um interpolador neural baseado em funções de base radial

This study aims to seek a more viable alternative for the calculation of differences in images of stereo vision, using a factor that reduces heel the amount of points that are considered on the captured image, and a network neural-based radial basis functions to interpolate the results. The objective to be achieved is to produce an approximate picture of disparities using algorithms with low computational cost, unlike the classical algorithms

SOA-DB: uma arquitetura embarcada orientada a serviço para acesso a dispositivos biomédicos

The great diversity in the architecture of biomedical devices, coupled with their different communication protocols, has hindered the implementation of systems that need to make access to these devices. Given these differences, the need arises to provide access to such a transparent manner. In this sense, this paper proposes an embedded architecture, service-oriented, for access to biomedical devices, as a way to abstract the mechanism for writing and reading data on these devices, thereby contributing to the increase in quality and productivity of biomedical systems so as to enable that, the focus of the development team of biomedical software, is almost exclusively directed to its functional requirements

Desacoplamento de um gerador síncrono através de um controle adaptativo por modelo de referência baseado em funções de Base radial

An alternative nonlinear technique for decoupling and control is presented. This technique is based on a RBF (Radial Basis Functions) neural network and it is applied to the synchronous generator model. The synchronous generator is a coupled system, in other words, a change at one input variable of the system, changes more than one output. The RBF network will perform the decoupling, separating the control of the following outputs variables: the load angle and flux linkage in the field winding. This technique does not require knowledge of the system parameters and, due the nature of radial basis functions, it shows itself stable to parametric uncertainties, disturbances and simpler when it is applied in control. The RBF decoupler is designed in this work for decouple a nonlinear MIMO system with two inputs and two outputs. The weights between hidden and output layer are modified online, using an adaptive law in real time. The adaptive law is developed by Lyapunov s Method. A decoupling adaptive controller uses the errors between system outputs and model outputs, and filtered outputs of the system to produce control signals. The RBF network forces each outputs of generator to behave like reference model. When the RBF approaches adequately control signals, the system decoupling is achieved. A mathematical proof and analysis are showed. Simulations are presented to show the performance and robustness of the RBF network

Uso de funções de alívio para estimar o efeito de chaveamentos corretivos na eliminação de congestionamentos em sistemas de potência

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior