O tema central dessa pesquisa é a avaliação da qualidade dos serviços de informação. Seu objeto de estudo delimita-se à necessidade de entendimento dos processos de avaliação dos serviços das bibliotecas universitárias brasileiras. Como problemática da dissertação, tem-se que as avaliações compulsórias governamentais do ensino superior não são satisfatórias no sentido de demonstrar a real contribuição das bibliotecas universitárias para a qualidade do ensino superior brasileiro e que, para tanto, deveriam ter suas metodologias revistas por profissionais e instituições ligados às bibliotecas. Dessa forma, buscou-se entender os objetivos das avaliações de bibliotecas, e chegou-se à conclusão de que um conjunto avaliativo e não apenas uma ou outra metodologia deva ser considerada para avaliar a qualidade das bibliotecas universitárias. Propõe-se um somatório de avaliação objetiva, aquela em que são considerados dados coletados a partir de relatórios gerenciais, e subjetiva, cujos dados são advindos da opinião dos clientes sobre os serviços prestados. Tendo em conta outros estudos em desenvolvimento no Brasil a respeito das avaliações objetivas, optou-se por enfocar a avaliação subjetiva das bibliotecas, trazendo à discussão a importância das avaliações de qualidade nas bibliotecas universitárias a partir da percepção de seus clientes, destacando e apresentando uma metodologia específica, o LibQUAL+®, por meio de estudo de caso realizado nas bibliotecas da Texas A&M University. Dentre os procedimentos metodológicos adotados, destaca-se a utilização de pesquisa bibliográfica e documental, por meio das quais foram realizados o levantamento e análise das fontes bibliográficas para a estruturação do referencial teórico e estudo de caso. Como procedimentos para esta etapa da pesquisa, foram consultadas bases de dados internacionais para o levantamento de artigos, além de livros, legislação, artigos de eventos científicos e teses. Como resultado da análise crítica da metodologia LibQUAL+® somada ao estudo de caso, apresentam-se as perspectivas de aplicação da mesma em bibliotecas universitárias brasileiras. Dentre essas perspectivas, destaca-se a possibilidade de inclusão da metodologia em um conjunto avaliativo das bibliotecas universitárias nas avaliações do ensino superior brasileiro, a possibilidade de geração de estatística nacional de bibliotecas universitárias até hoje inexistente no Brasil, o benchmarking a partir da identificação das melhores práticas, a possibilidade de estabelecimento de um melhor relacionamento biblioteca-cliente, uma gestão mais profissional, utilizando a avaliação como ferramenta de planejamento e de tomada de decisão baseada em evidências, visando aprimorar a excelência de seus serviços e produtos e evidenciar seu valor e o impacto de sua atuação junto à comunidade a que atende. Tudo isso, graças à convergência com outras práticas gerenciais, como a qualidade, a gestão do conhecimento e o marketing. / The central thematic of this research is the quality assessment of information services. Its object is delimited by the need to understand the evaluating process of the Brazilian university libraries services. The thesis issue deals with higher education governmental compulsory evaluations and how they are not satisfactory in order to demonstrate the real contribution of university libraries to the quality of higher education in Brazil, and that they, in order to achieve such objective, should have their methodologies reviewed by professionals and institutions related to the libraries. In this manner, it intended to understand the objectives of library evaluations, concluding that a set of evaluative assessments and not just one or another method should be used ir order to assess the university libraries quality. A sum of objective - data collected from management reports - and subjective evaluation - data obtained from the customers opinion about the services provided to them. Taking into account other studies about objective evaluations developed in Brazil, this study focus on the subjective library evaluations, bringing to the discussion the importance of university libraries\"s quality evaluations from the perception of their customers, highlighting and presenting a specific methodology, the LibQUAL+®, through a case study in the libraries at Texas A&M University. Among the methodological procedures, it highlights the use of literature and documents, through which a survey and bibliographic sources analisys were conducted in order to structure the theoretical analisys and the case study. As procedures for this stage of the research, international databases were consulted to search articles, and books, legislation, scientific articles, events and dissertations. As a result of the review of the methodology LibQUAL+® and the case study, it presents the perspectives of its application in Brazilian university libraries. Among these perspectives the possibility of inclusion of the methodology on a set of evaluative assessments of university libraries in Brazil, the possibility of generating a national statistics of university libraries which is still lacking in Brazil, the establishment of a benchmarking process based on the identification of best practices, the possibility of establishing a better relationship between customer and library, a more professional management, using the evaluation as a tool for planning and decision-making based on evidence, aiming to improve the excellence of its services and products and to demonstrate its value and impact to the community it serves stand out. All this, thanks to the convergence with other management practices, such as quality, knowledge management and marketing.

Made available in DSpace on 2015-03-05T17:04:37Z (GMT). No. of bitstreams: 0 Previous issue date: 11 / Bolsa para curso e programa de Pós Graduação / Este trabalho aborda critérios de recuperação de serviços importantes para sobrevivência de qualquer organização que busca a excelência dos processos de pós-vendas, e tem como objetivo, identificar a importância relativa e o respectivo grau de aplicação (desempenho) das dimensões de recuperação de serviços agregados em uma empresa de manufatura. Após a base conceitual construída por meio de pesquisa bibliográfica, foi realizado um estudo de caso de caráter exploratório com abordagem quali-quantitativa, no qual foi utilizado o método de análise hierárquica de processos e aplicado um questionário categórico. Clientes mais exigentes carecem de maior comprometimento das organizações para satisfazerem suas necessidades. Deste modo, a pesquisa verificou as lacunas existentes, assim como os aspectos que afetam os processos de recuperação de serviços e as dimensões que merecem prioridade. Dentre as dimensões identificadas, podem ser destacadas: agir rapidamente, autonomia da linha de frente e diagnóstico da falha / This work approaches important criteria of services recovery for survival of any organization that looks for excellence in after-sales processes, and aims to identify the relative importance and the respective degree of application in recovery services dimensions in a manufacture company. After the conceptual base built by means of bibliographic research, a case study of exploratory character was accomplished with quali-quantitative approach, in which the method of analytic hierarchy process was used and a categorical questionnaire was applied. More demanding customers require greater commitment of organizations to satisfy their needs, thus, the study found gaps as well as the aspects that affect the processes of recovery services and the dimensions that deserve priority. Among the identified dimensions they can be highlighted: to act quickly, autonomy from the front line and fault diagnosis. The biggest gaps were found in autonomy from the front line, fault diagnosis and keep the customer informed. The rese

O tema central dessa pesquisa é a avaliação da qualidade dos serviços de informação. Seu objeto de estudo delimita-se à necessidade de entendimento dos processos de avaliação dos serviços das bibliotecas universitárias brasileiras. Como problemática da dissertação, tem-se que as avaliações compulsórias governamentais do ensino superior não são satisfatórias no sentido de demonstrar a real contribuição das bibliotecas universitárias para a qualidade do ensino superior brasileiro e que, para tanto, deveriam ter suas metodologias revistas por profissionais e instituições ligados às bibliotecas. Dessa forma, buscou-se entender os objetivos das avaliações de bibliotecas, e chegou-se à conclusão de que um conjunto avaliativo e não apenas uma ou outra metodologia deva ser considerada para avaliar a qualidade das bibliotecas universitárias. Propõe-se um somatório de avaliação objetiva, aquela em que são considerados dados coletados a partir de relatórios gerenciais, e subjetiva, cujos dados são advindos da opinião dos clientes sobre os serviços prestados. Tendo em conta outros estudos em desenvolvimento no Brasil a respeito das avaliações objetivas, optou-se por enfocar a avaliação subjetiva das bibliotecas, trazendo à discussão a importância das avaliações de qualidade nas bibliotecas universitárias a partir da percepção de seus clientes, destacando e apresentando uma metodologia específica, o LibQUAL+®, por meio de estudo de caso realizado nas bibliotecas da Texas A&M University. Dentre os procedimentos metodológicos adotados, destaca-se a utilização de pesquisa bibliográfica e documental, por meio das quais foram realizados o levantamento e análise das fontes bibliográficas para a estruturação do referencial teórico e estudo de caso. Como procedimentos para esta etapa da pesquisa, foram consultadas bases de dados internacionais para o levantamento de artigos, além de livros, legislação, artigos de eventos científicos e teses. Como resultado da análise crítica da metodologia LibQUAL+® somada ao estudo de caso, apresentam-se as perspectivas de aplicação da mesma em bibliotecas universitárias brasileiras. Dentre essas perspectivas, destaca-se a possibilidade de inclusão da metodologia em um conjunto avaliativo das bibliotecas universitárias nas avaliações do ensino superior brasileiro, a possibilidade de geração de estatística nacional de bibliotecas universitárias até hoje inexistente no Brasil, o benchmarking a partir da identificação das melhores práticas, a possibilidade de estabelecimento de um melhor relacionamento biblioteca-cliente, uma gestão mais profissional, utilizando a avaliação como ferramenta de planejamento e de tomada de decisão baseada em evidências, visando aprimorar a excelência de seus serviços e produtos e evidenciar seu valor e o impacto de sua atuação junto à comunidade a que atende. Tudo isso, graças à convergência com outras práticas gerenciais, como a qualidade, a gestão do conhecimento e o marketing. / The central thematic of this research is the quality assessment of information services. Its object is delimited by the need to understand the evaluating process of the Brazilian university libraries services. The thesis issue deals with higher education governmental compulsory evaluations and how they are not satisfactory in order to demonstrate the real contribution of university libraries to the quality of higher education in Brazil, and that they, in order to achieve such objective, should have their methodologies reviewed by professionals and institutions related to the libraries. In this manner, it intended to understand the objectives of library evaluations, concluding that a set of evaluative assessments and not just one or another method should be used ir order to assess the university libraries quality. A sum of objective - data collected from management reports - and subjective evaluation - data obtained from the customers opinion about the services provided to them. Taking into account other studies about objective evaluations developed in Brazil, this study focus on the subjective library evaluations, bringing to the discussion the importance of university libraries\"s quality evaluations from the perception of their customers, highlighting and presenting a specific methodology, the LibQUAL+®, through a case study in the libraries at Texas A&M University. Among the methodological procedures, it highlights the use of literature and documents, through which a survey and bibliographic sources analisys were conducted in order to structure the theoretical analisys and the case study. As procedures for this stage of the research, international databases were consulted to search articles, and books, legislation, scientific articles, events and dissertations. As a result of the review of the methodology LibQUAL+® and the case study, it presents the perspectives of its application in Brazilian university libraries. Among these perspectives the possibility of inclusion of the methodology on a set of evaluative assessments of university libraries in Brazil, the possibility of generating a national statistics of university libraries which is still lacking in Brazil, the establishment of a benchmarking process based on the identification of best practices, the possibility of establishing a better relationship between customer and library, a more professional management, using the evaluation as a tool for planning and decision-making based on evidence, aiming to improve the excellence of its services and products and to demonstrate its value and impact to the community it serves stand out. All this, thanks to the convergence with other management practices, such as quality, knowledge management and marketing.

O objetivo principal deste trabalho é investigar o impacto da interação entre consumidores no valor da experiência e na satisfação do consumidor, nos ambientes de varejo off-line e on-line, considerando o papel da ansiedade social. Para alcançar este objetivo, três estudos experimentais foram conduzidos. Os resultados indicam que a interação entre consumidores aumenta o valor da experiência e a sua satisfação tanto no ambiente de varejo off-line (estudos 1 e 3) como no on-line (estudos 2 e 3). Entretanto, no ambiente de varejo off-line, o impacto da interação entre consumidores na satisfação é moderado pela ansiedade social (estudos 1 e 3). Assim, quanto maior a ansiedade social do indivíduo, menor é o impacto da interação entre consumidores na satisfação do consumidor. Para a relação entre interação entre consumidores e valor da experiência, não foi encontrada essa moderação. No ambiente de varejo on-line, a ansiedade social não modera nenhuma destas relações, conforme previsto (estudos 2 e 3). Adicionalmente, o estudo 3 busca fornecer uma possível explicação da razão pela qual não há moderação no ambiente on-line, demonstrando que o controle da autoapresentação é maior neste ambiente, mas somente para consumidores com alta ansiedade social. / The main purpose of this study is to investigate the impact of customer-to-customer interaction on experience value and customer satisfaction, in the off-line and on-line retail environments, considering the role of social anxiety. To achieve this objective, three experimental studies were conducted. The results indicate that the customer-to-customer interaction increases the experience value and satisfaction in both the offline retail environment (studies 1 and 3) and the online (studies 2 and 3). However, in the offline retail environment, the impact of the customer-to-customer interaction on customer satisfaction is moderated by social anxiety (studies 1 and 3). Thus, the higher the social anxiety of the individual, the lower the impact of the customer-to-customer interaction on customer satisfaction. For the relationship between customer-to-customer interaction and experience value, this moderation was not found. In the online retail environment, social anxiety does not moderate any of these relationships, as predicted (studies 2 and 3). Additionally, study 3 seeks to provide a possible explanation of there is not such moderation in the online environment, and demonstrates that the self-presentation control is higher in this environment, but only for consumers with high social anxiety.

This diploma thesis elaborate consumer behavior on selected market. Especially consumer behavior on agriculture market based on customers satisfaction. First part of this work was about studing literature in this thema. The main chapter of literary research was consumer behavior and specifically how the consumers behave on markets. Than, it was necesary to write about agriculture in Czech Republic. The base of practical part was questionnaire survey, which examined customer satisfaction, to chosen company. On the other side, was made structured interview with director of chosen company. The second main section of practical part on this thesis was specialised analysis. The task of this analysis was to find out main segments of survey. Especially based on third question which examined customer preferences "Which parameters you chose when you decide to buy tractor?". Two segments are based on quality of after-sale service tractors and medial presentacion of brand and exhibitions and fairs. At the end of this diploma thesis are proposed two recommendation how to get better customer satisfaction.

The growth rate of life insurance in Ghana is under 1% of GDP, and life insurance company leaders must identify and implement customer satisfaction strategies that will aid business growth and sustainability. Guided by the theory of customer satisfaction management systems (CSMS), the purpose of this multiple case study was to explore customer satisfaction strategies that life insurance company leaders execute to grow and sustain the life insurance business. Twelve life insurance company leaders working in the Accra-Tema geographic area participated in face-to-face semistructured interviews for this study. Data analysis involved compiling, disassembling, reassembling, interpreting, and concluding the data. Member checking and methodological triangulation augmented the creditability of participants' responses and confirmed research findings. The research findings accentuated 29 themes that coalesced into 4 major themes: quality service delivery, public perception of insurance, education and awareness creation, and business growth and sustainability. Findings indicated feedback on life insurance policy, understanding of life insurance function and benefits, responsiveness, and operational efficiency as determinants of customer satisfaction. These findings may contribute to social change by creating awareness of the relevance of life insurance in the socioeconomic development of individuals, families, organizations, and communities, leading to financial security to reduce poverty levels in Ghana. The research may be useful to insurance practitioners who desire to improve insurance penetration for business and sustainability.

Hoy en día el empresariado pone énfasis en el manejo de las herramientas tecnológicas para poder lograr sus objetivos estratégicos y ser competitivas en el mercado. En este contexto, se hace imperante considerar la inserción de las TICs en los procesos organizacionales pues sabemos las ventajas competitivas que esto supone, sin embargo, es importante considerar que en la implementación de un sistema de información intervienen muchos factores, siendo uno de los principales el factor humano. Es así como en esta investigación se pretende analizar el impacto de las TICs en la satisfacción del cliente interno (colaborador) y el cliente externo en un rubro específico como son las empresas que brindan servicios dentales en nuestro país, pues este sector de salud en el Perú ha ido en franco crecimiento especialmente los servicios médicos especializados que crecieron hasta un 20% al 2018 (MINSA, 2018). La técnica que se utilizó fue la encuesta, tipo Likert, y el diseño de investigación es descriptivo, correlacional causal, con un enfoque cuantitativo. La población estuvo compuesta por 125 colaboradores de una clínica dental y 300 clientes en las clínicas dentales las cuales fueron elegidas de manera aleatoria siguiendo criterios de inclusión específicos. Finalmente se concluye que las TIC tienen un impacto significativo en la satisfacción del cliente interno y externo en las empresas dentales en Lima Metropolitana y el Callao. La correlación de Spearman 0.696, tiene signo positivo, por lo tanto, se puede afirmar que la relación es directa; es decir, a mayor puntaje de TIC, mayor es el puntaje de satisfacción. / Nowadays, entrepreneurship emphasizes the use of technological tools to achieve their strategic objectives and be competitive in the market. In this context, it is imperative to consider the insertion of ICTs in organizational processes because we know the competitive advantages that this implies, however, it is important to consider that in the implementation of an information system many factors intervene, being one of the main the human factor. This is how this research aims to analyze the impact of ICTs on the satisfaction of the internal client (collaborator) and the external client in a specific area such as the companies that provide dental services in our country, as this health sector in the Peru has been growing rapidly, especially specialized medical services that grew by 20% to 2018 (MINSA, 2018). The technique that was used was the survey, Likert type, and the research design is descriptive, causal correlational, with a quantitative approach. The population consisted of 125 collaborators of a dental clinic and 300 clients in the dental clinics, which were chosen randomly according to specific inclusion criteria. Finally, it is concluded that ICT have a significant impact on internal and external client satisfaction in dental companies in Metropolitan Lima and Callao. The correlation of Spearman 0.696 has a positive sign, therefore, it can be affirmed that the relationship is direct; that is, the higher the ICT score, the higher the satisfaction score. / Tesis

資訊科技與網際網路的蓬勃發展，網路購物如雨後春筍般的崛起，導致傢俱零售業處於日益激烈的競爭環境中。傢俱零售業市場是瞬息萬變的，因此若沒有妥善的網路行銷策略就可能被淘汰，因此企業界如何應用網際網路與其應用的程度與否，實則扮演極重要的角色。本研究的目的，在探討企業網路行銷經營策略與顧客滿意度。本研究期望能夠藉此研究，能夠對某傢俱零售業更深入做了解，並了解影響企業網路行銷經營策略與顧客滿意度之因素，並進而提出有助於某傢俱零售業的定位以及未來發展問題。個案公司為創立於北歐的家具零售公司，創立之初主要經營文具郵購、雜貨等產品。個案公司在2009成為全球非常有名的家具零售公司。個案公司的經營理念是提供種類繁多、美觀實用、老百姓買得起的家居用品，故本研究探討該個案公司行銷經營策略與顧客滿意的價值，並期望應用到其他產業。本研究之貢獻為：期望給予企業或組織在投入資源分配對於「網際網路行銷」時有更明確的「經營策略」並能提高「顧客滿意度」。 本研究共發放200位該產業內部顧客實施問卷調查，問卷回收後隨即逐份檢查篩選，有效問卷共計172份，有效問卷回收率達86.00%。資料分析的方法主要有信效度分析、獨立樣本t考驗、變異數分析、相關分析。其結果發現： 1. 重視企業網路行銷人才培育，傢俱零售業透過網路行銷進行人與人之間的溝通協調為一重要之活動，故企業網路行銷人才的培養的問題，均應提早作規劃。 2. 傢俱零售業應與顧客維持良好關係。 3. 企業經營策略的積極性的確會影響企業實施網路行銷之進程，在經營策略上以行銷管理策略影響最大，其原因為：行銷管理策略除年齡個人基本變項外，其餘變項皆很顯著。

<p>The growth of private motor vehicle grows rapidly each year have negative impact not only forthe extra contribution of air pollution but also to time wasting. That impact can lead todecreasing of people quality life. Public transportation is one of the solutions for the problem.Therefore, the shift from private motor vehicle user to public transportation, in other wordincreasing market share of public transportation, is necessary. One of the public transportationthat can attract more market share is railways. It has large capacity, high safety level, and freefrom traffic jam. Those characteristic makes railway as primary public transportation.Indonesian railways nowadays have lot of problems and receive many complaints from thepassenger. Train travel is still colored with the delay, limited well-condition vehicle, and uncleartrain travel information that often disadvantage passengers, and many of services offered werefailed to attract passengers. These conditions result in decreasing quality of services andinsufficient railways operation. This will be a barrier to Indonesian railways accomplishment inmaking it to be a reliable and sustainable transport mode. Therefore, to improve market shareand to improve the railway condition, it necessary to have contractual governance withstandard that can lead to costumer satisfaction and making the process improve therelationship between the stakeholders. This lead to the problem of what is the customersatisfaction factors in using railway as their transport, what service quality item that satisfiedthe passenger, and how contract can maintain the relationship between the stakeholders.Finding in this thesis consist of several point. First, from the customer satisfaction index, thecustomers of Jabodetabek commuter train are not satisfied with the service. Second, theanalysis discovered that there are four factors that have high correlation with overallsatisfaction. The four factors are equipment and facility, assurance, competency, and traveltime and appearance. The attributes is grouping into five SERVQUAL dimension. Fromregression analysis of SERVQUAL dimensions there are two service items that influence thecustomer satisfaction; assurances and tangibles. Third, from gap analysis there are gaps inservice process that need to be closed in order to deliver service quality which lead tocustomer satisfaction in railway operational. Fourth, from contract analysis can be concludedthat present condition PT.KAI as the operator cannot perform as it is stated in contract. Thiscan be influenced by many factors such as; the lack of infrastructure, the lack of vehicle,customer misbehavior, staff misbehavior and external factors. In delivering service qualitywhich can lead to customer satisfaction, it is recommended to improve the service that relatedto assurances and tangible items and to involves passengers in controlling and improvingrailway operational. The result expected from the improvement is the increase of overallperformance of railway operation which can lead to the increase customer satisfaction andmarket share. From side of contractual governance, the research discovered that there areproblem in contract clausal and relationship between DGR, PT. KAI and people as customer ofrailway service. The recommendation is to include customer complains in setting contractclausal that can make DGR, PT. KAI and people as customer in mutualism developingrelationship.</p>

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