Abstract This research take ¡§the service quality¡¨, ¡§the customer degree of satisfaction¡¨ and ¡§the customer loyalty¡¨ is variable as the research, reads the domestic and foreign various experts to propose the research theory and the argument, and as studies the parent substance take ¡§some area Teaching hospital¡¨, in view of ¡§the populace who once arrived at some area Teaching hospital in hospital¡¨ are the sampling objects, carries on the paper questionnaire real diagnosis work, conducts the above three research variable mutual relatedness research. This research main discovery is: 1. ¡§The medical procedure¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨Present that the intense forward relational existence. 2. ¡§The service result¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨ Present that the intense forward relational existence. 3. ¡§The medical procedure¡¨ partial satisfaction and the patient loyalty ¡§the relatives and friends needs the medical service regarding the medical service quality to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence. 4. ¡§The service result¡¨ partial satisfaction ¡§the relatives and friends needs the medical service regarding the medical service quality in with the patient loyalty to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence. 5. (1) Demography and in the medical service quality's of variance analysis hospital ward environment facility degree of satisfaction, filling in artificial myself must myself have outside the remarkable difference regarding the hospital ward environment facility degree of satisfaction. (2) Demography and in the medical service quality's of variance analysis staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference (3) Demography and in medical service quality of variance analysis knowing medical procedure degree of satisfaction regarding the staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference and the female regarding the medical procedure degree of satisfaction compare the male to have the remarkable difference regarding the medical procedure degree of satisfaction. (4) Demography and in medical service quality's service result degree of satisfaction variance analysis knowing, filling in artificial myself must myself have the remarkable difference regarding the service result degree of satisfaction. 6. (1) Goes see a doctor the background and in medical service quality of variance analysis knowing hospital ward environment facility degree of satisfaction; Regarding chooses factor of this courtyard¡§to recommend, ¡§the good communications¡¨ for the relatives and friends¡¨, ¡§the medical skill to be wise¡¨ and ¡§the service attitude is good¡¨ the option to the hospital ward environment facility degree of satisfaction to have the remarkable difference. (2) Goes see a doctor the background and in medical service quality of variance analysis knowing staff service attitude degree of satisfaction, chooses in this courtyard the factor ¡§to be good for the service attitude¡¨ to goes see a doctor the background and the staff service attitude degree of satisfaction has the remarkable difference. (3) Goes see a doctor the background and in the medical service quality of variance analysis medical procedure degree of satisfaction, ¡§the relatives and friends recommend¡¨, ¡§the good communications¡¨, ¡§the medical skill to be wise¡¨, ¡§the service attitude to be good¡¨The option has the remarkable difference. (4) Goes see a doctor the background and in the medical service quality of variance analysis administrative efficiency degree of satisfaction, the option is ¡§the place is moderate¡¨, ¡§the medical equipment to be good¡¨ has the remarkable difference. (5) Goes see a doctor the background and in the medical service quality of variance analysis service result degree of satisfaction, the gynecology and obstetrics department has the remarkable difference compared to the surgical department: In hospital way outpatient service has the remarkable difference compared to the emergency medical treatment. 6. Customer sickness in medical service satisfaction which provides to the hospital by medical procedure part satisfaction and the service result actually important attribute. Has the intense predictive ability with the patient loyalty. Key words:Service Quality, Customer degree of Satisfaction, Patient Loyalty, local Hospital

Due to the access to international financial market is open and globalization is inevitable, the fluctuation of financial market and the competition among banks are getting fierce. Emotion is an essential part of a bank employee¡¦ job and it is closely related to working pressure. Therefore, this paper is to investigate whether working pressure will affect job satisfaction and then affect the tendency of resignation. Based on the research motives, the purposes of this research are as follows: 1. To understand the current situation of financial employees¡¦ job satisfaction factors and resignation tendency. 2. To investigate how job satisfaction factors are related to resignation tendency. 3. This paper provides companies reference of human resource development such as how to reduce resignation intention in order to cut unnecessary recruit cost. Conclusion¡GBased on the result of simple regression analysis,¡uworking pressure¡v,¡udegree of satisfaction to salary and benefits¡v,¡ucommitment to organization¡v and ¡uassignment fairness¡vindeed influence working satisfaction. In other words, the lower working pressure an employee has, the higher degree of working satisfaction one has; the higher degree of satisfaction to salary and benefits, commitment to organization and assignment fairness one has, the higher degree of working satisfaction one has. Suggestions: 1.Raise employees¡¦ commitment to organization in order to recruit elites and reduce the labor turnover rate. 2.The reward system has to be quantified. KEY WORLD¡Gworking pressure¡Bdegree of satisfaction to salary and benefits¡B commitment to organization¡Bassignment fairness¡Bresignation intention¡Bworking satisfaction

Finance service industry is in a country economic development an important link, the bank, because has the superiority which the customer wealth and the fund flow, to seek the profit then development wealth management service. ¡§in 2010 the Asian and Pacific area wealth reports¡¨, reports pointed out that in 2009 Taiwan wealthy public figure population is 82,800 people, compared rises 42.3% the year before last, the wealth resultant rises 49.6% to 2,640 hundred million US dollars, two rises both were situated in the Asian and Pacific area third. Now in the bank system's floating capital reaches as high as more than 6.2 trillion new Taiwan dollars, is the wealth management very big market. At present the banking industry reaches the focal point direction yearly income 3 million new Taiwan dollars above Pyramid peaks the guest level, promotes to measure the wealth which the body subscribes does to manage the bank personally, every year the wealth manages the market the property scale, may amount to above at least 1.5 trillion new Taiwan dollars. But, Taiwan banking industry wealth manages customer's degree of satisfaction to be actually getting more and more low, therefore the banking industry must have province to think, pondered how should promote the service quality, establishes the enterprise image, further promotes the customer degree of satisfaction, lets the customer be willing to maintain the good intercourse relations with the bank. This research is mainly discusses service of quality, the enterprise image and the customer degree of satisfaction three between the bank wealth management service relatedness, The understanding between correlation degree, enables the bank entrepreneur mutually to pay attention to customer's feeling, takes management which the customer relates, and further understood that the wealth manages the market development the tendency. v This research mainly aims at the bank wealth to manage the customer is an object, by the questionnaire survey way, carries on the material the collection, discusses between various variables using the statistical real diagnosis's method the linear relationship, comes overall analysis during each variable positive and negative to the relational degree, according to the real diagnosis result proposed that the conclusion and the concrete suggestion, improve the wealth management service as the banking industry the service quality, establishes the enterprise image, so as to and enhances reference of the customer degree of satisfaction. The findings are discovered as follows: (1) the bank service quality has to the enterprise image obviously to it influence; (2) the bank service quality is having to the customer degree of satisfaction obviously to it influence; (3) the bank enterprise image is having to the customer degree of satisfaction obviously to it influence; (4) different population statistic variable, the marital status and the age two items have the line regarding the service quality and the reliability have the remarkable difference; As well as (5) the marital status also has the remarkable difference regarding the enterprise image. In management meaning, under the present competition intense finance environment, The bank wealth management service not only need strengthen the service the quality, should establish the customer to the enterprise image cognition, then enhances customer's degree of satisfaction, expresses and between the customer and for a long time close intercourse relations.

Submitted by GABRIELA FOGAGNOLO MAURICIO null (gabmauricio@hotmail.com) on 2017-12-19T21:11:35Z No. of bitstreams: 1 DISSERTAÇÃO MESTRADO FINAL- Gabriela Fogagnolo Mauricio - reservatório.pdf: 1958466 bytes, checksum: 99ff1aa8a3b93b608891c59b7b46a4f5 (MD5) / Approved for entry into archive by ROSANGELA APARECIDA LOBO null (rosangelalobo@btu.unesp.br) on 2017-12-20T13:34:43Z (GMT) No. of bitstreams: 1 mauricio_gf_me_bot.pdf: 1958466 bytes, checksum: 99ff1aa8a3b93b608891c59b7b46a4f5 (MD5) / Made available in DSpace on 2017-12-20T13:34:43Z (GMT). No. of bitstreams: 1 mauricio_gf_me_bot.pdf: 1958466 bytes, checksum: 99ff1aa8a3b93b608891c59b7b46a4f5 (MD5) Previous issue date: 2017-11-24 / Objetivo: Avaliar o grau de satisfação das parturientes na assistência ao parto prestada no serviço da Maternidade do Hospital das Clinicas da Faculdade de Medicina de Botucatu. Material e métodos: Realizou-se estudo observacional transverso com puérperas que receberam assistência ao parto. Foram aplicados dois questionários, sendo um referente a expectativa e o outro com relação a experiência das parturientes, ambos aplicados no puerpério, 48h após o parto, para avaliar a satisfação das pacientes em relação ao tratamento realizado e a expectativa prévia. Foi realizada ainda a análise quantitativa dos resultados apresentados em porcentagem, média e desvio padrão. Resultados: Das puérperas selecionadas, observamos uma população com idade média de 26 anos, uma porcentagem relevante tanto de nulíparas 33%, como de multíparas (um a cinco partos prévios) 58%. As pacientes apresentaram baixo grau de escolaridade, 53,49% encontravam-se no grupo que abrangia alfabetizada até o ensino fundamental completo, e 72,09% consideraram estar em um relacionamento estável. Ao realizarmos a analise das questões, estas foram subdivididas em três áreas abrangentes. Observamos na área abrangente um, relacionada ao estresse, uma ansiedade bem acentuada nas parturientes, bem como o relato destas terem se sentido angustiadas durante o parto, fatores que contribuem para piora no grau de satisfação das pacientes, o que pode estar relacionado a diversos fatores, tais como falta de informação e dor durante o trabalho de parto. Pudemos observar ainda que na área abrangente dois, relacionada ao ambiente e a equipe profissional, a satisfação foi muito positiva, embora tenha sido o oposto do que imaginávamos em relação ao ambiente e infraestrutura. Acredita-se que isso se deva ao fato das mulheres tenderem a se sentirem aliviadas após o nascimento de uma criança saudável compensando qualquer experiência negativa, ou até mesmo pela condição de moradia que a grande maioria de nossas pacientes possuem. Por fim, na área abrangente três, relacionada a atribuição materna, percebemos uma divergência de respostas, devido a falta de conhecimento das parturientes com relação aos tipos de procedimentos, condutas a serem tomadas e vivência particular de cada uma durante este processo. Conclusão: Concluímos que embora alguns parâmetros não obtiveram resultados condizentes com uma boa satisfação, o questionamento relacionado as três esferas abrangentes, de uma maneira geral, foi avaliado positivamente pelas pacientes, o que resultou em um bom grau de satisfação. Palavras-chave: gestação, trabalho de parto, parto, grau de satisfação materna. / Objective: The purpose of this study was to evaluate the degree of satisfaction of parturients in childbirth care provided by the Maternity Service of the Hospital das Clinicas, Faculdade de Medicina de Botucatu. Material and methods: A prospective, cross-sectional study was carried out on parturients who received childbirth care. Two questionnaires were applied, one referring to expectation and the other regarding the experience of the parturients, both applied in the puerperium, 48 hours after the birth, in order to evaluate the patients' satisfaction regarding the treatment performed and the previous expectation. A quantitative analysis of the results was performed, presented as percentage, mean and standard deviation. Results: Of the pos partum selected, we observed a population with a mean age of 26 years, a relevant percentage of nulliparous 33%, and multiparous (one to five previous births) 58%. The patients had a low level of schooling, 53.49% were in the group that had literate until full elementary education, and 72.09% considered themselves to be in a stable relationship. When we analyzed the questioning, they were subdivided into three broad areas. We observed in the comprehensive area one, related to stress, a very accentuated anxiety in the parturient, as well as the report of these that they felt distressed during the birth, factors that contributes to bring down the level of satisfaction of the patients which can be related to several factors such as lack of information and pain during labor. We observe that in the comprehensive area two, related to the environment and the professional staff, the satisfaction was very positive, although it was the opposite of what we imagined in relation to the environment and infrastructure. This is believed to be due to the fact that women tend to feel relieved after the birth of a healthy child offsetting any negative experience or even the housing condition that the vast majority of our patients have. Finally, in the area three, related to maternal attribution, we could perceive a divergence of responses, due to the lack of knowledge of the parturients regarding the types of procedures, behaviors to be taken and the particular experience of each one during this process. Conclusion: We could conclude that although some parameters did not achieve satisfactory results, the questioning related to the three broad spheres was generally evaluated positively by the patients, which resulted in a good degree of satisfaction. Key words: gestation, labor, birth, degree of satisfaction.

RODRIGUES, Maria Reijane de Morais Santos. Um estudo comparativo dos níveis de satisfação e o grau de importância da qualidade de vida no trabalho em uma Instituição Pública. 2015. 82f. – Dissertação (Mestrado) – Universidade Federal do Ceará, Programa de Pós-graduação em Políticas Públicas e Gestão da Educação Superior, Fortaleza (CE), 2015. / Submitted by Márcia Araújo (marcia_m_bezerra@yahoo.com.br) on 2015-04-27T13:05:39Z No. of bitstreams: 1 2015_dis_mrmsrodrigues.pdf: 597003 bytes, checksum: 0006aab260652d841ac15787f020bcac (MD5) / Approved for entry into archive by Márcia Araújo(marcia_m_bezerra@yahoo.com.br) on 2015-04-27T13:10:55Z (GMT) No. of bitstreams: 1 2015_dis_mrmsrodrigues.pdf: 597003 bytes, checksum: 0006aab260652d841ac15787f020bcac (MD5) / Made available in DSpace on 2015-04-27T13:10:55Z (GMT). No. of bitstreams: 1 2015_dis_mrmsrodrigues.pdf: 597003 bytes, checksum: 0006aab260652d841ac15787f020bcac (MD5) Previous issue date: 2015 / Nowadays the world stage is characterized by constant changes that impose organizations continuous changes in their management methods, which require professionals even more able to meet the market demand. However, at the same time they become more productive and competitive, more physical and psychological illnesses are found among their professionals. In this context, there appears the need of investment on Quality of Work Life (QWL) to minimize and eradicate such negative effects. Several concepts are assigned to QWL, but because it is a complex issue there is no consensus about its definition. Evaluation models of QWL arise mainly from the 70’s and stand out as reference even today. This study, of quantitative character, aims to conduct a comparative analysis between the degrees of satisfaction and the degrees of importance attributed to Quality of Work Life (QWL) from the perspective of servers, contractors and managers in a federal public institution. As data tool collection, it is used a questionnaire based on the Walton Model, that identifies eight factors related to QWL. For the interpretations and analysis of the results, the classic statistic methods are applied: exploratory data analysis and statistical inference, in particular the nonparametric hypothesis tests, the Wilcoxon test and the Mann-Whitney test. The results reveal that, for every factor, the servers’ degree of satisfaction is in negative discordance in relation to the degree of importance. It is concluded, therefore, that these factors show a deficiency in relation to QWL, and that this deficit results from an imbalance between the real servers’ necessities given the importance they attribute to QWL and the inability of the researched institution to meet them. / Nos dias atuais, o cenário mundial se caracteriza por constantes transformações que impõem às organizações mudanças contínuas em seus modos de gestão, as quais exigem profissionais cada vez mais capacitados para atenderem à demanda do mercado. Entretanto, ao tempo em que se tornam mais produtivas e competitivas, constatam mais adoecimento físico e psicológico de seus profissionais. Neste contexto, surge a necessidade de investimento na Qualidade de Vida no Trabalho (QVT) para minimizar e erradicar tais efeitos negativos. Diversos conceitos são atribuídos à QVT, mas por ser um tema complexo não há um consenso acerca de sua definição. Modelos avaliativos de QVT surgem, principalmente, a partir da década de 70 e se destacam como referência ainda nos dias atuais. Este estudo, de caráter quantitativo, tem como objetivo realizar uma análise comparativa entre os graus de satisfação e os graus de importância atribuídos à QVT sob a ótica dos servidores, terceirizados e gestores de uma instituição pú blica federal. Como ferramenta de coleta de dados, utiliza-se um questionário baseado no Modelo de Walton, que identifica oito fatores relacionados à QVT. Para as interpretações e análises dos resultados aplicam-se os métodos estatísticos clássicos: análise exploratória de dados e inferência estatística, em particular, os testes de hipóteses não-paramétricos, teste de Wilcoxon e teste de Mann-Whitney. Os resultados obtidos revelam que, para todos os fatores, o grau de satisfação dos servidores está em discordância negativa em relação ao grau de importância. Conclui-se, portanto, que esses fatores apresentam uma deficiência em relação à QVT, e que este déficit resulta de um desequilíbrio entre as reais necessidades dos servidores, dada a importância que atribuem à QVT e o não atendimento das mesmas pela instituição pesquisada.

nÃo hà / Nos dias atuais, o cenÃrio mundial se caracteriza por constantes transformaÃÃes que impÃem Ãs organizaÃÃes mudanÃas contÃnuas em seus modos de gestÃo, as quais exigem profissionais cada vez mais capacitados para atenderem à demanda do mercado. Entretanto, ao tempo em que se tornam mais produtivas e competitivas, constatam mais adoecimento fÃsico e psicolÃgico de seus profissionais. Neste contexto, surge a necessidade de investimento na Qualidade de Vida no Trabalho (QVT) para minimizar e erradicar tais efeitos negativos. Diversos conceitos sÃo atribuÃdos à QVT, mas por ser um tema complexo nÃo hà um consenso acerca de sua definiÃÃo. Modelos avaliativos de QVT surgem, principalmente, a partir da dÃcada de 70 e se destacam como referÃncia ainda nos dias atuais. Este estudo, de carÃter quantitativo, tem como objetivo realizar uma anÃlise comparativa entre os graus de satisfaÃÃo e os graus de importÃncia atribuÃdos à QVT sob a Ãtica dos servidores, terceirizados e gestores de uma instituiÃÃo publica federal. Como ferramenta de coleta de dados, utiliza-se um questionÃrio baseado no Modelo de Walton, que identifica oito fatores relacionados à QVT. Para as interpretaÃÃes e anÃlises dos resultados aplicam-se os mÃtodos estatÃsticos clÃssicos: anÃlise exploratÃria de dados e inferÃncia estatÃstica, em particular, os testes de hipÃteses nÃo-paramÃtricos, teste de Wilcoxon e teste de Mann-Whitney. Os resultados obtidos revelam que, para todos os fatores, o grau de satisfaÃÃo dos servidores està em discordÃncia negativa em relaÃÃo ao grau de importÃncia. Conclui-se, portanto, que esses fatores apresentam uma deficiÃncia em relaÃÃo à QVT, e que este dÃficit resulta de um desequilÃbrio entre as reais necessidades dos servidores, dada a importÃncia que atribuem à QVT e o nÃo atendimento das mesmas pela instituiÃÃo pesquisada / Nowadays the world stage is characterized by constant changes that impose organizations continuous changes in their management methods, which require professionals even more able to meet the market demand. However, at the same time they become more productive and competitive, more physical and psychological illnesses are found among their professionals. In this context, there appears the need of investment on Quality of Work Life (QWL) to minimize and eradicate such negative effects. Several concepts are assigned to QWL, but because it is a complex issue there is no consensus about its definition. Evaluation models of QWL arise mainly from the 70âs and stand out as reference even today. This study, of quantitative character, aims to conduct a comparative analysis between the degrees of satisfaction and the degrees of importance attributed to Quality of Work Life (QWL) from the perspective of servers, contractors and managers in a federal public institution. As data tool collection, it is used a questionnaire based on the Walton Model, that identifies eight factors related to QWL. For the interpretations and analysis of the results, the classic statistic methods are applied: exploratory data analysis and statistical inference, in particular the nonparametric hypothesis tests, the Wilcoxon test and the Mann-Whitney test. The results reveal that, for every factor, the serversâ degree of satisfaction is in negative discordance in relation to the degree of importance. It is concluded, therefore, that these factors show a deficiency in relation to QWL, and that this deficit results from an imbalance between the real serversâ necessities given the importance they attribute to QWL and the inability of the researched institution to meet them.

This Master´s thesis Employees´ Job Satisfaction in Company is focused on job satisfaction of employees in a particular company. The aim of this thesis is to analyse the current level of employees´ satisfaction, factors that affect the degree of satisfaction and weak segments propose recommendations to increase the level of satisfaction among employees. The first part is theoretical and deals with the approach of the topic employees´ job satisfaction describe theoretical methods that are in practice most often used in the process of meeting the needs of employees. Since manufactory employees occupy the most of jobs, the practical part is focused on the analysis of degree of satisfaction and satisfaction factors of manufactory employees. Based on the findings from the theoretical part, interviews with company management, observation and analysis of the current status of satisfaction and satisfaction factors of company employees is done overall evaluation and specified proposals and recommendations to increase the level of satisfaction in the company.

Made available in DSpace on 2016-06-02T19:29:01Z (GMT). No. of bitstreams: 1 TeseWJG.pdf: 2710576 bytes, checksum: e615b12c152b4bacde3fbc05af5527be (MD5) Previous issue date: 2006-12-01 / Although public politics determine priorities in the evaluation of the development and in the accomplishment of the human well-being, this work considers the possibility in evaluating the degree of satisfaction of the population, based on the priorities and indicators from the population perspective. The subject assumes extreme outlines when related to the correct use of the public resources and of the failure of municipal programs destined to the residents mainly inserted in the urban outlying space. Evaluation of the degree of satisfaction of the population comes as a strategy to evaluate the impacts produced by the investments - publics or private - in projects of social development. In this study the population of a recent outlying neighborhood (Social Division into lots Antenor Garcia), of the city of São Carlos, SP, with approximately five thousand inhabitants, was considered. With base in the answers for a single open and synthetic question: What does you like and unlike in the neighborhood in what you live? ", a questionnaire with seventy six subjects contained in six variables: Health; Social; Education and Recreation; Safety; Habitation and Environment; and Transports, was elaborated. As for the form of the scale of the questionnaire it was adopted of the type LIKERT, with referencial of OSGOOD, with answers induced for Totally Disagree (DT); "Disagree Partially" (DP); "Without Opinion" (SO); "Agree Partially" (CP) or Totally Agree (CT). The consistence measures among the correlations were made with base in the coefficient Alpha of CRONBACH, that resulted in: medium to high correlation (>0.66) for internal analysis to the variables; and medium correlation (0.46), for inter-variable analysis - function of the correlated aspects (e.g. Safety versus Health). The variable Transports were the one that presented smaller degree of satisfaction - probably due to distance of the neighborhood downtown of São Carlos. While the item public illumination which belongs to the variable Habitation and Environment was the one with best degree of satisfaction - probably due to the appeal of some of the aspects of safety manifested by the habitants of this suburb. One expects that this methodology comes to contribute to deal with the conflict between the interests of the population and the urban planning, in way to understand and to assist the real needs of those populations, in the application of the public resources. / Apesar das políticas públicas tratarem de fixar prioridades na avaliação do desenvolvimento e na realização do bem-estar humano, este trabalho considera a possibilidade em avaliar o grau de satisfação da população, com base nas prioridades e indicadores sugeridos pela própria população. A questão assume contornos extremos quando relacionada ao uso correto dos recursos públicos e do insucesso de programas municipais destinados principalmente aos moradores inseridos no espaço periférico urbano. A Avaliação do Grau de Satisfação da população se apresenta como uma estratégia para avaliar os impactos produzidos pelos investimentos públicos ou privados em projetos de desenvolvimento social. Neste estudo foi considerada a população de um bairro periférico recente (Loteamento Social Antenor Garcia), do município de São Carlos, SP, com aproximadamente cinco mil habitantes. Com base nas respostas para uma única pergunta aberta e sintética: O que te agrada e incomoda no bairro em que vive? , foi elaborado um questionário com setenta e seis questões agrupadas em seis variáveis: Habitação e Ambiente; Saúde; Educação e Lazer; Transportes; Segurança; Social. Quanto à forma da escala do questionário adotou-se a do tipo LIKERT, com referencial de OSGOOD, com respostas induzidas para Discordo Totalmente (DT); Discordo Parcialmente (DP); Sem Opinião (SO); Concordo Parcialmente (CP) ou Concordo Totalmente (CT). As medidas de consistência entre as correlações foram feitas com base no coeficiente Alfa de CRONBACH, que resultaram em: média a alta correlação (> 0,66), para análises internas às variáveis; e média correlação (0,46), para análises inter-variáveis função dos aspectos correlacionados (ex. Segurança x Saúde). Os dados mostraram que a variável Transportes foi a que apresentou menor grau de satisfação provavelmente devido a distância do bairro em relação ao centro da cidade de São Carlos. Enquanto que a questão iluminação do bairro pertencente a variável Habitação e Ambiente foi considerada a com maior grau de satisfação provavelmente explicado pelo apelo à segurança que os moradores desse bairro manifestam. Espera-se que esse trabalho possa contribuir na aplicação dos recursos públicos, no tratamento do conflito entre os interesses da população e o planejamento urbano, de modo a entender e atender as reais necessidades dessas populações.

nÃo hà / O acesso ao ensino superior no Brasil era privilÃgio de poucos. O Plano Nacional de EducaÃÃo (PNE) 2001- 2010, assim como o PNE 2011-2020 trazem em suas diretrizes a indicaÃÃo de que um forte sistema de educaÃÃo superior à o elemento propulsor do desenvolvimento e da independÃncia de um paÃs. Esses planos estabeleceram uma polÃtica de expansÃo para diminuir as desigualdades de oferta, sem renÃncia da qualidade no ensino. A Lei n 11.892, de 29 de dezembro de 2008, que cria os Institutos Federais (IF), estabelece uma das polÃticas de expansÃo para atender a demanda por educaÃÃo superior nas capitais e no interior do paÃs. Esse estudo, classificado como uma pesquisa aplicada, de abordagem quantitativa e com fins exploratÃrio e descritivo, tem como objetivo geral investigar o grau de expectativa e de satisfaÃÃo dos discentes com os efeitos que a polÃtica de expansÃo promoveu quando da interiorizaÃÃo do IFCE nos campi de Aracati, Canindà e Sobral, cidades do CearÃ. A escolha dos campi se deu atendendo a critÃrios de data de criaÃÃo, cursos ofertados e situaÃÃo da cidade quanto à educaÃÃo superior. O universo da pesquisa à representado pelos 1.677 discentes matriculados nos cursos de graduaÃÃo dos campi em estudo e o tamanho da amostra foi calculado em 301 discentes. Como ferramenta de coleta de dados utilizou-se um questionÃrio adaptado do modelo de Schleich, Polydoro e Santos (2006), o qual à estruturado em quatro dimensÃes: o acadÃmico, o institucional, a polÃtica de expansÃo e a perspectiva de futuro. AtravÃs delas serÃo mensurados o grau de expectativa e de satisfaÃÃo dos discentes dos cursos de graduaÃÃo ofertados nos campi jà referidos. Para a coleta dos resultados, foram realizadas anÃlise exploratÃria de dados e inferÃncia estatÃstica, mediante o teste de hipÃteses nÃo-paramÃtricos (Wilcoxon e Kruskal-Wallis). Os resultados obtidos mostram que o grau de expectativa dos respondentes à maior que o de satisfaÃÃo em todas as dimensÃes, no entanto, a satisfaÃÃo alcanÃou o grau satisfatÃrio na mÃdia global. A pesquisa revelou ainda diferenÃa de resultados entre os campi: o de Canindà apresentou Ãndice mais elevado de expectativa e o de Sobral, maior satisfaÃÃo. Apesar de a DimensÃo ExpansÃo ter apresentado as mÃdias mais baixas de satisfaÃÃo, o primeiro item dessa dimensÃo, Quanto à criaÃÃo do campus em sua cidade, a satisfaÃÃo obteve mÃdia mais alta que a expectativa nos trÃs campi. Com este estudo, conclui-se que a polÃtica de expansÃo da educaÃÃo superior, embora nÃo tenha atendido Ãs expectativas como esperado, obteve o grau satisfatÃrio no atributo satisfaÃÃo do discente, levando em conta o acesso ao ensino superior na regiÃo em que reside. / In Brazil, the access to higher education was the privilege of a few. The National Education Plan (PNE) 2001-2010, and the PNE 2011-2020, have in their guidelines the indication that a strong system of higher education is the main factor for the development and independence of a country. These plans established a policy of expansion to reduce inequalities of offer without renouncing quality in education. The Law 11,892 of December 29, 2008, which create the Federal Institutes (FI) establishes one of the expansion policies in order to meet the demand for higher education in the capitals and in the country interior. This study is classified as an applied research, with a quantitative approach and for exploratory and descriptive purposes, its general objective is to investigate the degree of expectation and satisfaction with the effects that the expansion policy promoted with the interiorization of the IFCE in the campuses of the cities of Aracati, Canindà and Sobral in the perspective of the students. The choice of campuses was based on the criterion: date of creation, courses offered and the situation of the city in relation to higher education. The research universe is represented by the 1,677 students enrolled in undergraduate courses of the analyzed campuses and the sample size was calculated in 301 students. The data collection tool uses a questionnaire adapted from the model of Schleich, Polydoro and Santos (2006), structured in four dimensions: the academic, the institutional, the expansion policy and the perspective of future where will be measured the expectation and satisfaction of the undergraduate students of the campuses of Aracati, Canindà and Sobral. In the analysis of the results was applied exploratory data analysis and statistical inference, through the test of non-parametric hypotheses (Wilcoxon and Kruskal-Wallis). The results show that the degree of expectation of respondents in all dimensions is greater than that of satisfaction, however, in the global average satisfaction reached a satisfactory degree. The survey also revealed a difference of results among campuses, where the Canindà campus had the highest expectation index and the Sobral campus had the highest satisfaction rate. The Expansion Dimension presented the lowest satisfaction means, however, the first item of this dimension: as for the creation of the campus in its city, the satisfaction obtained a higher average than the expectation in the three campuses. This study concludes that the policy of expansion of higher education, although did not meet the expectations, obtained a satisfactory degree in the attribute of the

國民旅遊卡冀望帶動全民非假日旅遊風潮，提振國內觀光旅遊產業景氣，解決結構性及中高齡失業問題，促進區域平衡，使全民受惠，結合公務人員強制休假補助制度，鼓勵從事觀光休閒旅遊活動，紓解工作壓力，樽節國庫開支，改善政府財政負擔。國民旅遊卡施行迄今已屆滿七年，其間經過不斷地修正，所衍生問題是否獲得解決，消費限制措施之必要性，政策目標是否已達成，值得再進一步的探討，引發本研究的動機。 目前國內國民旅遊卡相關研究，多以單一年度同一縣市內特定公務機關或背景身分者進行研究分析，並以滿意度、持用態度與對旅遊之影響及政策執行與問題等面向探討為主，本研究擬以跨縣市不同公務機關、公營事業、各級學校所屬公務人員為對象，並以97及98年度使用國民旅遊卡的歷史經驗，分析其旅遊行為、空間分佈、滿意與認知程度，提出建議供政府主管機關作為改進強制休假補助措施，同時提供旅遊相關業者作為提升經營效益參考依據。本研究方法為問卷調查法，回收有效問卷計518份。 經本研究實證分析結果發現： 在旅遊行為方面，從事國內旅遊的資訊來源為「網路資訊」，選擇旅遊地點的理由為「喜愛旅遊地點」，旅遊動機為「增進親子或家人關係」，旅遊種類為「自然景觀活動」，旅遊方式為「自行規劃」，使用交通工具為「汽車」之比例最高。休假次數集中在「一次」及「二次」，平均休假日數分別為4.05日及4.17日，「工作忙不易排休」的比例仍高，強制休假制度不易落實，另就消費項目來看，選擇「購物」及「餐飲」的比例高於「旅遊/住宿」，對於結合國民旅遊卡鼓勵公務人員從事休閒旅遊活動的效果有限。 就空間分佈而言，北部地區的「台北市」、「台北縣」、「宜蘭縣」，中部地區的「台中市」、「台中縣」、「南投縣」，南部地區的「屏東縣」、「高雄市」及東部地區的「花蓮縣」、「台東縣」為前十個旅遊縣市，然而看似平均分佈的旅遊地點，仍可發現公務機關數較多的台北縣市、台中縣市等都會地區公務人員，選擇以鄰近縣市旅遊為主，其他縣市為輔，隨著異地隔夜限制規定的放寬與取消，選擇就近旅遊的情形將更加明顯，對於冀望藉由國民旅遊卡帶動地方經濟發展，縮短城鄉差距的政策目標顯有落差。 對於國民旅遊卡的滿意與認知程度問卷結果均呈現中間選項，凸顯公務人員對該政策的冷淡反應及消極面對心態，且多利用短期休假將補助額度用完，對觀光旅遊產業的挹注僅止於休假補助費的移轉，加上政府積極開放陸客觀光旅遊的態度，國民旅遊卡對於刺激經濟發展、提振觀光旅遊產業的政策意義顯已不高。 關鍵字：國民旅遊卡、旅遊行為、空間分佈、滿意度、認知程度 / The purpose of National Travel Card is to promote the trend of weekday travel and to enhance domestic tourism industry, which could solve issues of structural and middle-aged unemployment and benefit citizens by facilitating regional balance. Other purposes include encouraging public servants to travel during their compulsory vacations, reducing national expenses, and alleviating fiscal burden. National Travel Card has been implemented for seven years, during which derivative problems have been continuously amended. However, it is imperative to investigate the necessity of consumption restrictions and whether the goals of policy have been achieved. Current studies on National Travel Card mostly focus on single year, specific public institutions in the same city/county, or personal backgrounds; issues covered in these studies are often concentrated on the influence of user attitudes on their travelling behaviors and issues of policy implementation. By contrast, this study investigates civil servants, public enterprises, and schools as subjects, and refers to the usage history of National Travel Card in 2008 and 2009 to analyze users’ tourism behaviors, spatial distribution, satisfaction and cognition. This study then proposes suggestions for government authorities to improve the compulsory vacation system and simultaneously provides tourism business operators with business efficacy guidelines. Questionnaire survey is conducted, and 518 valid samples are collected. Empirical research findings suggest that: With respect to travelling behaviors, the main source of domestic tourist information is “online information”; the main reason for selecting a particular tour location is “fond of the tour location”; the primary motive for travelling is “to foster parent-child relations and maintain ties with family”; the most common travelling mode is “self-planning”; the most frequently used mode of transportation is “automobiles”. Frequency of vacation is around “once” or “twice.” The average vacation days are respectively 4.05 and 4.17 days. A high percentage of respondents reported that “they are busy working and cannot afford to take time off,” indicating that compulsory vacation leave is not easy to be put into practice. In terms of consumer items, more respondents choose “shopping” and “dining” rather than “travelling/accommodation.” Therefore, National Travel Card has limited effects on encouraging civil servants to participate in travelling activities. With regards to spatial distribution, the top ten popular tourist cities are Taipei City, Taipei County, Yilan County, Taichung City, Taichung County, Nantou City, Pingtung County, Kaohsiung City, Hualien County, and Taitung County. Under this seemingly evenly distributed location, it is found that civil servants of Taipei and Taichung prefer to travel around their neighboring cities over other cities/counties. As restrictions of travelling loosen, the pattern of travelling to neighboring cities will be more obvious. Hence, the policy goal that orients at minimizing the rural-city gap and promoting local economy by implementing National Travel Card is not particularly successful. Respondents reported moderate satisfaction and cognition of National Travel Card, revealing civil servants’ indifferent and passive attitudes toward the policy. In addition, they often use short-term vacation to use up the subsidy quota; as a result, the support for tourism industries is limited to the subsidy quota. Furthermore, since the government is now more open to Chinese tourists, the policy that orients National Travel Card to stimulate economic development and tourism industries is not promising. Keywords: National Travel Card, travelling behaviors, spatial distribution, degree of satisfaction, degree of cognition