Customer Services Evaluation
Mostrando 1-12 de 21 artigos, teses e dissertações.
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1. Proposta de padronização para não conformidades aplicadas à fiscalização de sistemas de abastecimento de água por agências reguladoras
RESUMO O presente estudo teve como objetivo propor uma padronização de não conformidades aplicadas à fiscalização direta de sistemas de abastecimento de água, com base nos instrumentos normativos do setor de saneamento e na experiência de agências reguladoras de âmbito nacional. Elaborou-se uma lista de itens para fiscalização fundamentada na an�
Eng. Sanit. Ambient.. Publicado em: 30/07/2019
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2. Adaptação da escala SERVQUAL para avaliação da qualidade dos serviços no contexto da construção de edificações multifamiliares
As expectativas e percepções dos compradores de imóveis habitacionais de alto padrão na cidade de Caxias do Sul-RS frente aos serviços recebidos é o tema pesquisado neste trabalho, que objetiva desenvolver uma compreensão teórica e prática de como os clientes percebem a qualidade do serviço na construção habitacional. Utilizando como referência
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 01/04/2011
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3. AÇÕES PARA MELHORIA DA SATISFAÇÃO DOS CLIENTES EM UMA COOPERATIVA DE CRÉDITO / ACTIONS FOR IMPROVEMENT OF THE SATISFACTION OF THE CUSTOMERS IN A CREDIT UNION
This dissertation has for objective to present actions of improvement of satisfaction customers in a Cooperative of Credit. The research was accomplished with associated, employees and the director the Cooperative, located in city of Santa Maria/RS. The research possesses qualitative nature, once the bases on the interpretation of the processes related with
Publicado em: 2009
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4. STRATEGY AND QUALITY IN SERVICES: A study of case on the vision of managers and customers in the educational management / ESTRATÉGIA E QUALIDADE EM SERVIÇOS: Um estudo de caso sobre a visão de gestores e clientes na gestão educacional
The changes that bring the new global scenario have led the managers to worry about factors such as competition, and risk instability. This situation again that businesses with education, schools, revessem the management system used, which meant that managers would not be only "educators" to become increasingly administrators of a complex structure, offering
Publicado em: 2009
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5. Avaliação da gestão de suprimentos em hospitais: proposição de um modelo teórico aplicado nos hospitais de Santa Catarina
The increasing competitive market is exposing organizations to the pressures for excellence and better quality service. For healthcare organizations, these pressures are also exercised by the emotional appeal that involves the hospital product: the human life. In this environment, that does not admit any kind of failure, the supply chain management has becom
Publicado em: 2009
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6. AvaliaÃÃo da qualidade em serviÃos: uma abordagem pela teoria dos Sistemas Fuzzy
The growth of the service sector can be detected in Classic Greece, having stagnated only during the period of the Industrial Revolution, in the 18th century, turning to grow in the second half of 20th century. All this period of prosperity reflects in the main used pointers world-wide to determine the magnitude of each economy sector: the tax of man power o
Publicado em: 2008
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7. As repercussões dos serviços hospitalares em diferentes contextos: uma análise de profissionais de saúde
This study has as general object: to verify as the health professionals that work in different hospitals evaluate the hospital services; and specific objectives: identify how health professionals evaluate the work conditions in different hospitals and verify the central nucleus and the peripheral elements of the social representations elaborated by these pro
Publicado em: 2008
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8. Quality of the services of the clinic of Physiotherapy and Rehabilitation of the University Center of Barra Mansa - RJ, after implantation of the model of management SUS / Qualidade dos serviços da clínica de Fisioterapia e Reabilitação do Centro Universitário de Barra Mansa - RJ, após implantação do modelo de gestão SUS
The quality concept was developed throughout the years for studious as Juran, Ishikawa, Feigenbaum, Crosby, Deming, amongst others. Respected the had partner-cultural contexts in which the cited theoreticians met inserted, all had been unanimous in choosing the emphasis in the customer as the main component of the theory of the quality. Although the concepts
Publicado em: 2008
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9. Customer needs of automobile sector: a study of the perceptions of the automotive chain links agents. / Necessidades do cliente do setor automobilístico: um estudo das percepções de agentes dos elos da cadeia automotiva.
The major objective of this study was to search the perceptions of customer needs in the automobile sector using the perceived quality measure. The study based on automotive dealers, considering the car assembler influence. In order to achieve the proposed objectives it was necessary to join quantitative and qualitative research strategies. For such, it was
Publicado em: 2007
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10. ANÁLISE DA SATISFAÇÃO DOS CLIENTES DE SERVIÇOS DE CABOTAGEM NO BRASIL: UM ESTUDO DE CASO / ANALYSIS OF CUSTOMER´S SATISFACTION WITH COASTAL SHIPPING SERVICE IN BRAZIL: A CASE STUDY
In countries like Brazil, with continental dimensions and an extensive coast, the coastal shipping becomes a natural way of transporting goods. Nevertheless, for many years in Brazil roads have been consolidated as the main way of doing so. Recently, however, the country has enjoyed a revival of the coastal shipping service. In order to compete with road tra
Publicado em: 2007
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11. Custo humano, estratégias de mediação e cidadania : atendimento preferencial ao público em agências da previdência social / Human cost, strategies of mediation and citizenship: personal customer service in Social Security Offices
The aim of this research is to evaluate the physical, cognitive and emotional dimensions of this human cost, and to identify strategies of mediation developed by managers, employees and customers of the service, in order to confront this cost, as well as the concept of citizenship formed by these players in that environment. Answers to the following key ques
Publicado em: 2007
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12. Um estudo de métodos de solução do modelo hipercubo de filas para sistemas de grande porte / A study of hypercube queueing model solution methods for large scale systems
The planning of public and private service systems is essential to assure the quality of the services realized by these systems. A model that has been widely used for planning server-to-customer service systems is the Hypercube Queueing model. The Hypercube Queueing model is an analytical stochastic model that allows the evaluation of different configuration
Publicado em: 2007