Análise da influência da qualidade em um ciclo de serviços na satisfação do cliente: estudo de caso em uma instituição de ensino.

With the increasing offer of education services in Brazil, it is necessary to evaluate the quality of service in education, especially in those institutions for vocational education which have a greater interaction with the labor market, in order to form qualified professionals and meet the growing demand that the country has today[A1] . In Brazil, the evaluation of the quality of library services has influenced the assessment of educational institutions and in this context, there needs to be a process to monitor the quality of services provided by libraries. However, the service is not done in a single moment and thus to a more detailed assessment it needs to be measured and evaluated each different time the customer uses it. Therefore, the aim of this work consists in measuring the quality in every moment of truth of a cycle of library services to assess which are the most relevant moments in the client's perspective at the library of the Federal Institute of Education, Science and Technology of Rio Grande do Norte (IFRN) Campus João Câmara in building the overall quality of service. In the literature review, internal secondary sources were used, from the database of the institution studied, and also external sources, through literature in books, articles, dissertations, theses and journals on compost quality, service quality, cycle services, measuring quality, satisfaction, teaching activities, and on library services specifically. We applied a questionnaire to students in the library based on models of quality measurement SERVPERF and SERVQUAL and its variations such as SERVQUAL pondered and SERVPERF pondered . Through analysis based on concepts of reliability and validity of measuring instruments, it was found that the SERVPERF model is the instrument that most closely matches the dimensions of quality assessed in the library with customer satisfaction measured by the questionnaire. From there, the search results as measured by statistical techniques of analysis, indicated that the initial and final moments of truth of the cycle of service quality had the greatest influence on overall customer satisfaction with the library service

Arquitetura da informação no ambiente digital: avaliando as relações com o direito da propriedade intelectual

Investigates the relationship between Information Architecture in digital environments with Intellectual Property Rights. The work is justified by the need to better understand the emerging dynamics of Digital Information and Communication Law Technologies and Intellectual Property Rights. Three areas of knowledge are directly related to the study: Information Science, Law and Computer Science. The methodology used in the investigative process is aligned with the qualitative approach. With respect to the technical procedures the research is classified as bibliographic or secondary sources. The results showed that the current Brazilian legislation does not provide the adequate mechanisms necessary to protect the intellectual property rights associated to an Information Architecture project to its holders.

Outra leitura do "outro lado":o espaço da Zona Norte em questão

It analyzes the production of the space of the North Zone of Natal/RN, of the beginning of its formation - decade of 1970 - a present time, under the optics of the urban planning and of the administration of the territory. Inside of that path, it examines the interests that orientated the "creation" of the referred space, as support to the process of urban planning and of administration of the territory; as well as the recent processes that evidence a new partner-space dynamics, which is configured, now as an incipient insert of the North Zone to the context natalense urban-space, now as a "reedition" of its report process of partner-space segregation. It stands out that, while in the beginning of the formation of the North Zone, the State was made the main actor, making possible the expansion of the capital in the north sense of the city of Natal, through the implantation of the Industrial District of Natal (DIN) and of the expansion of the habitational politics of the House of Financial System (SFH); at the present time, the new space processes are configured through the economical inclination, through expansion of the tertiary section in the city of Natal. It is based in bibliography regarding the theme in focus, in primary and secondary sources, as well as in processes and forms that were unchained in the North Zone along the research. It analyzes the North Zone then in its group, the one that makes possible apprehend the inherent conflicts to the process of production-appropriation of the urban space, for the several social actors - the State, the capital and the society - that dispute the control of the production of the space according themselves their interests

Herpes Virus Bovino tipo 1 (BoHV-1) como posible causa de encefalitis en bovinos de la región del Magdalena Medio Colombiano. Estudio serológico y análisis epidemiológico

The bovine Herpesvirus type 1 and type 5 (BoHV-1 and BoHV-5), causing diseases and significant economic losses in farms of worldwide. Both affect the nervous system of cattle, although BoHV-5 has been the most associated with this type of pathogenesis. Given the death of animals with nervous symptoms and negative diagnoses for rabies virus in the area of study, this research focused on the detection of positive reactors to bovine herpes virus serum neutralization. We collected 518 blood samples from animals without Herpesvirus vaccine, in the municipalities of Caparrapi, Cimitarra, Honda and Victoria, in the Middle Magdalena River Region. In addition, epidemiological information useful to discuss neurological disease was collected through primary and secondary sources. For the analysis of data was used chi-square test by identification of relationship between evidence of viral infection and the variables recorded. The results revealed that 286 cases were positive for Herpesvirus infection, corresponding to a prevalence of 55.5%, however, there was no statistical relationship (p < 0.05) between the presence of antibodies and the variables analyzed. In conclusion, some cases of neurological disease in cattle in this region could be due to infection with herpes viruses. We discussed about the presence of BoHV-1 and BoHV-5 in the ambient, diagnosis and monitoring plans, as well as economic losses, which may cause in herds in this area.

Foreign Investment in Latin America and the Caribbean 1998

Includes bibliography

Programa de aquisição de alimentos (PAA) e o desenvolvimento territorial : um estudo comparativo entre os municípios de Euclides da Cunha Paulista-SP e Paranavaí-PR

Pós-graduação em Geografia - FCT

Sexologia e educação sexual no Brasil nas décadas de 1920-1950: um estudo sobre a obra de José de Albuquerque

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Análise energética e econômica da produção de milho (Zea mays spp) em sistema de plantio direto em propriedades familiares no município de Pratânia-SP

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Análise de rentabilidade e risco na produção de cana-de- açúcar na região norte do Estado de São Paulo sob dois tipos de arranjos contratuais

Pós-graduação em Agronomia (Energia na Agricultura) - FCA

O Doutorado em matemática no Brasil: um estudo histórico documentado (1842 a 1937)

Pós-graduação em Educação Matemática - IGCE

A Disciplina história da matemática e a formação do professor de matematica: dados e circunstâncias de sua implantação na Universidade Estadual Paulista, campi de Rio Claro, São José do Rio Preto e Presidente Prudente

Pós-graduação em Educação Matemática - IGCE

A presença da matemática na escola Liceu Cuiabano: uma perspectiva histórica

Pós-graduação em Educação Matemática - IGCE

Abordagens dos Direitos Reprodutivos em Materiais Didáticos para a Formação Continuada de Educadoras(es): uma análise a partir dos editais da SECAD

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

A prática vegetariana em Rio Claro: corpo, espírito e natureza

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Territorialização das agroindústrias canavieiras no Pontal do Paranapanema e os desdobramentos para o trabalho

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)