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

Identification and analysis of moderator variables:investigating the customer satisfaction-loyalty link

Purpose – Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker. Design/methodology/approach – Using a sample of more than 700 customers of DIY retailers and multi-group structural equation modelling, the authors examine moderating effects of several firm-related variables, variables that result from firm/employee-customer interactions and individual-level variables (i.e. loyalty cards, critical incidents, customer age, gender, income, expertise). Findings – The empirical results suggest that not all of the moderators considered influence the satisfaction-loyalty link. Specifically, critical incidents and income are important moderators of the relationship between customer satisfaction and customer loyalty. Practical implications – Several of the moderator variables considered in this study are manageable variables. Originality/value – This study should prove valuable to academic researchers as well as service and retailing managers. It systematically analyses the moderating effect of firm-related and individual-level variables on the relationship between customer satisfaction and loyalty. It shows the differential effect of different types of moderator variables on the satisfaction-loyalty link.

High rise residential building quality : residents satisfaction survey

It is widely recognized that the quality of design is crucial to the success of the construction or production process and fairly minor changes in design can often result in giving major effects on the cost and efficiency of production and construction as well as on the usefulness, constructability and marketability of the product especially in developing high rise residential property development. The purpose of this study is to suggest a framework model for property manager, considering the sustainable and building quality of property development in high rise residential complex. This paper evaluates and ranks the importance, and frequency of the building quality factors that affect the sustainability and comfort of living for the resident in the selected high rise residential complex in Malaysia. A total of 500 respondents consisting of 20 property managers participated in this study. The respondents were asked to indicate how important each of building equipments in giving them the comfort of living in the selected high rise residential complex. The data were then subjected to the calculation of important indices which enabled the factors to be ranked. After that, a framework model will be developed to make sure all property managers will be guided to prepare their property for the resident to stay in the complex. Accordingly, the living satisfaction by the framework model plays a meaningful role in preparing and developing sustainable and good building quality in Malaysia high rise residential complex.

Customer equity management : the impact of strategy drivers and customer data management on customer equity outcomes

This research contributes to the field of customer equity by examining how important the strategy drivers of consumption and customer data management are in contributing to the value of the customer asset. A mixed methods approach focused on one sector: the Australian accommodation hotels. From this research, a deeper understanding of how to theorise, conceptualise and practice customer equity management has been achieved.

Water quality strategy for the Lockwoods Folly River: A partnership for an ailing river

As with a majority of the remaining undeveloped coastal areas in North Carolina, Brunswick County is not a hidden treasure any more. Since 1980 the county’s population has more than tripled to over 95,000 and another 30,000 or so residents are expected to make this last bastion of undeveloped southeastern NC their home by 2020, even with the current economic downturn. As the 29th fastest growing county in the nation this population explosion is resulting in rapid landscape scale land use changes within the watershed of the Lockwoods Folly River. Subdivisions, shopping centers, new highways and bridges, golf courses, and marinas are becoming significant land use activities. The surging development within this 150-square mile 88 thousand-acre watershed has had a severe effect on the health of the river. The portion of the river closed to shell fishing has more that tripled from 18 percent in 1980 to more than 55 percent today and 60% of the beds are considered impaired. For generations, locals have enjoyed the bounty of the Lockwoods Folly River and estuarine system famed for its rich and abundant shell fish beds and excellent coastal inshore fishing. This river system stretches from the Lockwoods Folly Inlet at the Atlantic Ocean inland where it makes the transformation from saltwater marshes to a winding blackwater river that snakes into hundreds of smaller tributaries and blackwater swamps. (PDF contains 4 pages)

Implementation of a service quality strategy: application to the Algarve hotel industry

Tese dout., Doctor of Philisophy, Sheffield Hallam University, 2001

Personality, quality and satisfaction in airline services

This paper examines some issues related to the influence of consumers’ perception of service evaluation according to their personality characteristics. The paper discusses the application of personality traits, including the Jungian personality types, as a possible predictor of perceived satisfaction levels. The existing literature has not fully explored the relationship between airline flights’ service satisfaction levels and consumers’ personality characteristics. A well-known UK leisure airline allowed a survey to be conducted in 1998-2000. The findings suggest that there is a weak correlation between personality types and satisfaction levels, but a stronger relationship between perceptions of quality and satisfaction. The adaptation of the Jungian personality types, for use in the evaluation of leisure airlines’ service attributes, appears to be worthy of further examination.

The use of radon (Rn-222) and volatile organic compounds in monitoring soil gas to localize NAPL contamination at a gas station in Rio Claro, Sao Paulo State, Brazil

This study focuses on the presence of radon (Rn-222) and volatile organic compounds (VOCs) in soil gases at a gas station located in the city of Rio Claro, Sao Paulo, Brazil, where a fossil fuel leak occurred. The spatial distribution results show a correlation between Rn-222 and VOCs, consistent with the fact that radon gas has a greater chemical affinity with organic phases than with water. This finding demonstrates that the presence of a residual hydrocarbon phase in an aquifer can retain radon, leading to a reduced radon content in the soil gas. The data in this study confirm the results of previous investigations, in which the method used in this study provided a preliminary fingerprint of a contaminated area. Furthermore, the data analysis time is brief, and only simple equipment is required. (C) 2014 Published by Elsevier Ltd.