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

Fatores que afetam a satisfação e a fidelidade do cliente: um estudo com compradores de automóveis

This thesis presents a contribution to the study customer satisfaction models, analyzing the relationship between antecedent variables satisfaction and customer loyalty, through a survey with car s buyers in Natal. The theorical survey is focused in concepts of customer satisfaction and loyalty, and in the customer satisfaction index models. For the field survey, was applied a questionnaire, based on the Norwegian Customer Satisfaction Barometer (NCSB), considered by Johnson et al. (2001), with 106 customer of concessionary Fiat, the Pontanegra Automóveis. The main results obtained by the multiple regression analysis reveal that, considering the Fiat, the satisfaction is influencing by reliance degree in the firm seriousness and by complaining handling, the loyalty is influenced by possibility of again pay the same value if was again buy a car, the satisfaction degree with a car, affective commitment relationship firm customer of the own car and the complaining handling. Considering the concessionaire, the satisfaction is influenced by reliance degree in the firm seriousness, ability degree of the concessionaire in delivery service and by complaining handling, already the loyalty is influencing by possibility of again pay the same value if was again buy a car, affective commitment relations to be concessionaire s customer, by calculate commitment in relation the economic loss of bought this car of this firm and complaining handling

Disaster Behavioral Health Response Team Member Qualities, 2010

This document states the qualities that is desired for team members that would be on the disaster behavioral health response teams. Produced by the Iowa Department of Human Services.

Perceptions du «bien manger» chez des intervenants clés agissant auprès d’enfants fréquentant des services de garde préscolaires

Contexte : La petite enfance constitue une période importante dans l’acquisition de saines habitudes alimentaires. Par leurs connaissances, attitudes, croyances, pratiques et perceptions en alimentation et nutrition, plusieurs intervenants influencent les jeunes enfants : parents, responsables de l’alimentation et éducatrices en services de garde. Objectifs : Cette étude décrit et analyse les perceptions du « bien manger » de 113 responsables de l’alimentation, de 302 éducatrices et de 709 parents d’enfants âgés de 2 à 5 ans en services de garde au Québec. Méthodologie : Ce mémoire porte sur une question ouverte, répétée dans trois questionnaires autoadministrés de la recherche Offres et pratiques alimentaires revues dans les services de garde au Québec. Les réponses ont été recueillies de 2009 à 2010 et analysées au moyen d’une grille de codification construite de manières déductive et inductive. Résultats : L’analyse des données recueillies montre la récurrence des thèmes de la variété, l’équilibre, la modération, des légumes et fruits, mais aussi l’émergence du plaisir, de la santé, du GAC, des qualités organoleptiques, des pratiques coercitives et de la commensalité. Cette recherche dévoile que la variété, la santé et l’équilibre sont communs aux trois catégories d’intervenants, alors que le GAC, le plaisir, la saine alimentation et les qualités organoleptiques figurent plutôt dans les perceptions d’intervenants spécifiques. Conclusion : Ce portrait illustre la compréhension du « bien manger » qu’ont des intervenants jouant un rôle important dans le développement d’enfants âgés de 2 à 5 ans. En outre, il permet d’éclairer les acteurs développant messages, interventions et politiques de santé publique faisant la promotion de la saine alimentation et favorisant la mise en place d’environnements appuyant l’adoption de saines habitudes alimentaires dans les services de garde du Québec ainsi que dans les ménages.

Video Quality Assessments on Digital TV and Video Streaming Services Using Objective Metrics

There is a wide range of telecommunications services that transmit voice, video and data through complex transmission networks and in some cases, the service has not an acceptable quality level for the end user. In this sense the study of methods for assessing video quality and voice have a very important role. This paper presents a classification scheme, based on different criteria, of the methods and metrics that are being studied in recent years. This paper presents how the video quality is affected by degradation in the transmission channel in two kinds of services: Digital TV (ISDB-TB) due the fading in the air interface and video streaming service on an IP network due packet loss. For Digital TV tests was set up a scenario where the digital TV transmitter is connected to an RF channel emulator, where are inserted different fading models and at the end, the videos are saved in a mobile device. The tests of streaming video were performed in an isolated scenario of IP network, which are scheduled several network conditions, resulting in different qualities of video reception. The video quality assessment is performed using objective assessment methods: PSNR, SSIM and VQM. The results show how the losses in the transmission channel affects the quality of end-user experience on both services studied.

Perceptions du «bien manger» chez des intervenants clés agissant auprès d’enfants fréquentant des services de garde préscolaires

Contexte : La petite enfance constitue une période importante dans l’acquisition de saines habitudes alimentaires. Par leurs connaissances, attitudes, croyances, pratiques et perceptions en alimentation et nutrition, plusieurs intervenants influencent les jeunes enfants : parents, responsables de l’alimentation et éducatrices en services de garde. Objectifs : Cette étude décrit et analyse les perceptions du « bien manger » de 113 responsables de l’alimentation, de 302 éducatrices et de 709 parents d’enfants âgés de 2 à 5 ans en services de garde au Québec. Méthodologie : Ce mémoire porte sur une question ouverte, répétée dans trois questionnaires autoadministrés de la recherche Offres et pratiques alimentaires revues dans les services de garde au Québec. Les réponses ont été recueillies de 2009 à 2010 et analysées au moyen d’une grille de codification construite de manières déductive et inductive. Résultats : L’analyse des données recueillies montre la récurrence des thèmes de la variété, l’équilibre, la modération, des légumes et fruits, mais aussi l’émergence du plaisir, de la santé, du GAC, des qualités organoleptiques, des pratiques coercitives et de la commensalité. Cette recherche dévoile que la variété, la santé et l’équilibre sont communs aux trois catégories d’intervenants, alors que le GAC, le plaisir, la saine alimentation et les qualités organoleptiques figurent plutôt dans les perceptions d’intervenants spécifiques. Conclusion : Ce portrait illustre la compréhension du « bien manger » qu’ont des intervenants jouant un rôle important dans le développement d’enfants âgés de 2 à 5 ans. En outre, il permet d’éclairer les acteurs développant messages, interventions et politiques de santé publique faisant la promotion de la saine alimentation et favorisant la mise en place d’environnements appuyant l’adoption de saines habitudes alimentaires dans les services de garde du Québec ainsi que dans les ménages.

[access To Basic Health Services And Associated Factors: A Population-based Study].

This study sought to identify factors involved in access to the services of a basic health unit. It is a cross-sectional, population-based study involving 101 randomly-selected families residing in the area covered by the health unit. An adult resident of each household was interviewed. The response variable was whether or not the resident frequented the health unit if he/she or anyone in the family required assistance to resolve a health issue. The independent variables investigated were service provision aspects, demographic and socio-economic characteristics, individual habits, morbidities and use of the health unit. In addition to descriptive and univariate analysis, logistic regression was applied in the multivariate analysis. The results show that access to the basic health unit is associated with the treatment received previously (OR = 3,224) with accessibility (OR = 0,146) and micro-area of residence (OR = 10,918). These findings suggest that access is related to the impressions created by the care received at the health unit and is based on experiences with the service, but can also be strongly modulated by individual aspects and factors related to the territory.

Inequalities in access and utilization of dental services: a cross-sectional study in an area covered by the Family Health Strategy

This cross-sectional study aimed to investigate the presence of inequalities in the access and use of dental services for people living in the coverage area of the Family Health Strategy (FHS) in Ponta Grossa, Paraná State, Brazil, and to assess individual determinants related to them. The sample consisted of 747 individuals who answered a pre-tested questionnaire. Data analysis was performed by chi-square test and Poisson regression analysis, obtaining explanatory models for recent use and, by limiting the analysis to those who sought dental care, for effective access. Results showed that 41% of the sample had recent dental visits. The lowest visit rates were observed among preschoolers and elderly people. The subjects who most identified the FHS as a regular source of dental care were children. Besides age, better socioeconomic conditions and the presence of a regular source of dental care were positively associated to recent dental visits. We identified inequalities in use and access to dental care, reinforcing the need to promote incentives to improve access for underserved populations.

Influence of self-perceived oral health and socioeconomic predictors on the utilization of dental care services by schoolchildren

The influence of socioeconomic factors and self-rated oral health on children's dental health assistance was assessed. This study followed a cross-sectional design, with a multistage random sample of 792 12-year-old schoolchildren from Santa Maria, a city in southern Brazil. A dental examination provided information on the prevalence of dental caries (DMFT index). Data about the use of dental service, socioeconomic status, and self-perceived oral health were collected by means of structured interviews. These associations were assessed using Poisson regression models (prevalence ratio; 95% confidence interval). The prevalence of regular use of dental service was 47.8%. Children from low socioeconomic backgrounds and those who rated their oral health as "poor" used the service less frequently. The distribution of the kind of oral healthcare assistance used (public/private) varied across socioeconomic groups. The better-off children were less likely to have used the public service. Clinical, socioeconomic, and psychosocial factors were strong predictors for the utilization of dental care services by schoolchildren.

Health services performance for TB treatment in Brazil: a cross-sectional study

Background: Researches to evaluate Primary Health Care performance in TB control in Brazil show that different cities aggregate local specificities in the dynamics of coping with the disease. This study aims to evaluate health services' performance in TB treatment in cities across different Brazilian regions. Methods: This cross-sectional study was conducted in five cities that are considered priorities for TB control in Brazil: Itaborai (ITA), Ribeirao Preto (RP) and Sao Jose do Rio Preto (SJRP) in the Southeast; Campina Grande (CG) and Feira de Santana (FS) in the Northeast. Data were collected through interviews with 514 TB patients under treatment in 2007, using the Primary Care Assessment Tool adapted for TB care in Brazil. Indicators were constructed based on the mean response scores (Likert scale) and compared among the study sites. Results: ""Access to treatment"" was evaluated as satisfactory in the Southeast and regular in the Northeast, which displayed poor results on 'home visits' and 'distance between treatment site and patient's house'. ""Bond"" was assessed as satisfactory in all cities, with a slightly better performance in RP and SJRP. ""Range of services"" was rated as regular, with better performance of southeastern cities. 'Health education', 'DOT' and 'food vouchers' were less offered in the Northeast. ""Coordination"" was evaluated as satisfactory in all cities. ""Family focus"" was evaluated as satisfactory in RP and SJRP, and regular in the others. 'Professional asking patient's family about other health problems' was evaluated as unsatisfactory, except in RP. Conclusions: Two types of obstacles are faced for health service performance in TB treatment in the cities under analysis, mainly in the Northeast. The first is structural and derives from difficulties to access health services and actions. The second is organizational and derives from the way health technologies and services are distributed and integrated. Incentives to improve care organization and management practices, aimed at the integration of primary, secondary and tertiary services, can contribute towards a better performance of health services in TB treatment.

Radial variation of anatomical features, wood density and decay resistance in teak (Tectona grandis) from two qualities of growing sites and two climatic regions of Costa Rica

The objective of this study was to show the radial variation of some anatomic characteristics, wood density and natural durability of teak (Tectona grandis L.F.) growing in Costa Rica. Samples of trees 13 years old were obtained from two growing sites (high and low growing) of plantations established in a humid tropical climate (CHT) and dry tropical climate (CST). The variables measured of the fibers as well as for the rays were not affected by the climate or the type of growing site, except for the length of the fibers. The fibers of teak wood from the best growing site were significantly larger. Vessels were found with a greater frequency for the CST but mostly solitary in comparison with the CBT. Average density, maximum density and the variation within the ring presented a light higher magnitude for the CST. The quality of the growing site did not affect these variables. The resistance of fungus attack was similar in the area of heartwood near the pith compared to the heartwood near the sapwood for all the conditions evaluated. Nevertheless, it was observed in some trees a similar resistance of fungus attack for areas of sapwood compared to similar areas of heartwood.

The variability and predictors of quality of AIDS care services in Brazil

Background: Since establishing universal free access to antiretroviral therapy in 1996, the Brazilian Health System has increased the number of centers providing HIV/AIDS outpatient care from 33 to 540. There had been no formal monitoring of the quality of these services until a survey of 336 AIDS health centers across 7 Brazilian states was undertaken in 2002. Managers of the services were asked to assess their clinics according to parameters of service inputs and service delivery processes. This report analyzes the survey results and identifies predictors of the overall quality of service delivery. Methods: The survey involved completion of a multiple-choice questionnaire comprising 107 parameters of service inputs and processes of delivering care, with responses assessed according to their likely impact on service quality using a 3-point scale. K-means clustering was used to group these services according to their scored responses. Logistic regression analysis was performed to identify predictors of high service quality. Results: The questionnaire was completed by 95.8% (322) of the managers of the sites surveyed. Most sites scored about 50% of the benchmark expectation. K-means clustering analysis identified four quality levels within which services could be grouped: 76 services (24%) were classed as level 1 (best), 53 (16%) as level 2 (medium), 113 (35%) as level 3 (poor), and 80 (25%) as level 4 (very poor). Parameters of service delivery processes were more important than those relating to service inputs for determining the quality classification. Predictors of quality services included larger care sites, specialization for HIV/AIDS, and location within large municipalities. Conclusion: The survey demonstrated highly variable levels of HIV/AIDS service quality across the sites. Many sites were found to have deficiencies in the processes of service delivery processes that could benefit from quality improvement initiatives. These findings could have implications for how HIV/AIDS services are planned in Brazil to achieve quality standards, such as for where service sites should be located, their size and staffing requirements. A set of service delivery indicators has been identified that could be used for routine monitoring of HIV/AIDS service delivery for HIV/AIDS in Brazil (and potentially in other similar settings).

E-contracting with price configuration for Web services and QoS

The large amount of information in electronic contracts hampers their establishment due to high complexity. An approach inspired in Software Product Line (PL) and based on feature modelling was proposed to make this process more systematic through information reuse and structuring. By assessing the feature-based approach in relation to a proposed set of requirements, it was showed that the approach does not allow the price of services and of Quality of Services (QoS) attributes to be considered in the negotiation and included in the electronic contract. Thus, this paper also presents an extension of such approach in which prices and price types associated to Web services and QoS levels are applied. An extended toolkit prototype is also presented as well as an experiment example of the proposed approach.

Monitoring Services for Industrial Applications

Sao Paulo Research Foundation (FAPESP) in Brazil

Improvement of radiology services based on the process management approach

The health sector requires continuous investments to ensure the improvement of products and services from a technological standpoint, the use of new materials, equipment and tools, and the application of process management methods. Methods associated with the process management approach, such as the development of reference models of business processes, can provide significant innovations in the health sector and respond to the current market trend for modern management in this sector (Gunderman et al. (2008) [4]). This article proposes a process model for diagnostic medical X-ray imaging, from which it derives a primary reference model and describes how this information leads to gains in quality and improvements. (C) 2010 Elsevier Ireland Ltd. All rights reserved.