O estudo avalia a assistÃncia fisioterapÃutica na Unidade de Medicina FÃsica e ReabilitaÃÃo do Hospital da PolÃcia Militar em Fortaleza-CE, sob a Ãptica dos usuÃrios. O inquÃrito foi constituÃdo por um questionÃrio, com questÃes fechadas e abertas, agrupadas em seis aspectos: 1. perfil sociodemogrÃfico e nosolÃgico; 2. acesso ao serviÃo; 3. caracterÃsticas gerais do serviÃo; 4. caracterÃsticas da assistÃncia fisioterapÃutica; 5. percepÃÃo da funÃÃo como usuÃrios e 6. satisfaÃÃo do usuÃrio. O instrumento foi aplicado aos 172 usuÃrios presentes na InstituiÃÃo entre setembro a novembro de 2002. Os dados/informaÃÃes coletados, referentes aos aspectos quantitativos, e as informaÃÃes quantificadas a partir da anÃlise de conteÃdo temÃtica, foram analisados atravÃs do software EPI INFO versÃo 6.04b, aplicando a razÃo de proporÃÃo e a prova do qui-quadrado, com o nÃvel de significÃncia de 5%. Sob a Ãptica dos usuÃrios, os dados/informaÃÃes desta pesquisa parecem apontar para uma assistÃncia fisioterapÃutica satisfatÃria nos aspectos de processo e resultados do atendimento nesta unidade, apesar da deficiÃncia em alguns itens de estrutura. Os fatores que se mostraram associados com a satisfaÃÃo do atendimento fisioterapÃutico foram: a faixa etÃria (p=0.00019); a quantidade de equipamentos (p=0.02117); a conservaÃÃo dos equipamentos (p=0.00017); o atendimento na recepÃÃo (p=0.00541); informar prognÃstico fisioterapÃutico (p=0.00235); informar tratamento fisioterapÃutico (p=0.01101); informar evoluÃÃo (p=0.00014); orientar cuidados durante as atividades diÃrias (p=0.00141); fisioterapeuta demonstra interesse em conhecer as dÃvidas dos usuÃrios e procura ajudÃ-lo (p=0.00009); a relaÃÃo fisioterapeuta-usuÃrio (p=0.00004); expectativas atendidas (p=0.00009); algo que gostaria de receber e nÃo està recebendo â necessidades (p=0.000003); e a satisfaÃÃo com o resultado parcial da assistÃncia fisioterapÃutica (p=0.00076). Entretanto, esses aspectos devem ser considerados com certa precauÃÃo, para nÃo perpetuar o status quo dos usuÃrios, dando uma falsa condiÃÃo satisfatÃria ao serviÃo, pois a maioria dos entrevistados provavelmente exercia funÃÃo passiva como consumidores deste serviÃo no sistema de saÃde. AlÃm desse aspecto, tais conclusÃes nÃo nos permitem de forma precisa responder à pergunta contida em um dos nossos objetivos: âQual foi o nÃvel de qualidade da assistÃncia prestada?â. Isso porque nos faltam critÃrios padrÃes explicativos aplicÃveis ao nosso meio. O desenvolvimento desses critÃrios de qualidade deveria ser um objeto prioritÃrio de futuras pesquisas na Ãrea da avaliaÃÃo qualitativa em assistÃncia fisioterapÃutica. Observa-se que a qualidade da assistÃncia fisioterapÃutica, neste estudo, tambÃm depende das condiÃÃes objetivas para o funcionamento da Unidade. NÃo basta a satisfaÃÃo individual, quanto Ãs necessidades e expectativas, pois à necessÃria tambÃm toda uma gama de relaÃÃes e de condiÃÃes materiais para que os serviÃos prestem um atendimento de qualidade.

A avaliação do cuidado prestado por uma equipe de saúde da família a uma população adscrita constitui-se o foco desta investigação. O objetivo foi avaliar a qualidade da assistência prestada no serviço selecionado, enfocando a satisfação dos usuários, a partir das Tecnologias Leves; bem como, analisar aspectos da assistência, produtores de satisfação e de insatisfação dos usuários do serviço de saúde, no que diz respeito ao vínculo, responsabilização, resolubilidade, expectativas, relacionamentos, conforto e acesso, como também, identificar recomendações para intervenções no serviço de saúde em estudo, a partir da produção de satisfação e insatisfação da população adstrita. Tomamos por pressuposto que os serviços de saúde precisam dispor de recursos tecnológicos para resolver problemas de ordem biológica, no entanto estes serão insuficientes para a qualidade, se também não houver a preocupação de estabelecer uma forma de relação diferenciada do trabalhador de saúde para com o usuário. Os sujeitos da pesquisa foram usuários e não-usuários do serviço, sendo o material empírico coletado pela técnica da entrevista semi-estruturada. Na análise quantitativa, recorremos ao software Epi info, levando-se em conta as variáveis relacionadas à caracterização geral dos sujeitos da área da pesquisa para realizar a análise. Para os dados qualitativos, procedemos à ordenação dos dados pelo método do Discurso do Sujeito Coletivo ? DSC, sendo no processo identificados quatro grandes temas: ?As Expectativas?, ?A Realidade que Temos?, ?Produção de Tecnologias Leves?, ?As Sugestões?. Destacamos com relevância a importância atribuída pelos usuários às Tecnologias Leves, e ainda, a necessidade de se investir em diminuir o tempo de espera para exames, consultas e encaminhamentos. O acesso a medicamento e à atenção odontológica no próprio Núcleo da Saúde da Família, também foi destacado como necessário por esses usuários. Porém, ainda fica evidente que é preciso investir muito em diversas estratégias que possibilitem a reflexão acerca da compreensão do processo saúde/doença e outras formas de concebê-lo. / The evaluation of the care given for one has equipped of health of the family of users?s population consists the focus of this inquiry. The objective was to evaluate the quality of the assistance given in the selected service, being focused the satisfaction of the users, from the soft technologies, as well as , analyzing aspects of the assistance, producers of satisfaction and dissatisfaction of the users of the health service , in what it says respect to the bond, responsibility, resolution, expectations, relationships, comfort and access, as well as, to identify recommendations for interventions in the service of health in study, from the production of satisfaction and dissatisfaction of the attached population. We take for estimated that the health services need to make use of technological resources to decide problems of biological order, however these will be insufficient for the quality, if also it will not have the concern to establish a form of relation differentiated of the health worker stops with the user. The citizens of the research had been using and not-users of the service, being the empirical material collected by the technique of the half-structuralized interview. In the quantitative analysis, we appeal to software Epi info, being taken itself in account the related variable to the general characterization of the citizens of the research to carry through the analysis. For the qualitative data we proceed to the ordinance from the data for the method from the Speech from the Collective Citizen, being in the process identified four great subjects: ?The Expectations?, ?The Reality that We have?, ?Production of soft Technologies?, ?The Suggestions?. We detach with relevance the importance attributed for the users to the soft technologies, and still, the necessity of if investing in diminishing the open assembly time for examinations, consultations. The access the medicine and to the dentist appointment in the proper Nucleus of the Health of the Family, also was detached as required by these users. However, still it is evident that she is necessary to invest very in diverse strategies that make possible the reflection concerning the understanding of the process health/illness and other forms to conceive it.

Essa pesquisa tem como tema o comportamento socialmente indesejável do consumidor. Tal comportamento pode impactar significativamente no resultado das organizações, uma vez que esse tipo de consumidor pode trazer prejuízos tanto financeiros, quanto à marca ou até mesmo a outros consumidores. A finalidade da pesquisa é desenvolver uma escala que seja capaz de discernir, indiretamente, o consumidor que possui tendências de agir de forma socialmente inadequada daquele que não possui tal tendência. Para tanto lançou-se mão de uma metodologia híbrida de desenvolvimento de escalas, a proposta por Churchill (1979) e a metodologia C-OAR-SE. A coleta de dados foi feita através do MTurk®, que coleta respondentes de várias regiões do mundo pela Internet. As técnicas estatísticas utilizadas na pesquisa foram as análises de agrupamento e discriminante. Os resultados mostraram evidências de que é possível discriminar os consumidores através de uma função discriminante. Contudo, ao contrário do que se esperava teoricamente, os indivíduos com maior índice de insatisfação não foram aqueles que apresentaram maior tendência de agirem de forma socialmente inadequada. As demais hipóteses (influência dos aspectos de personalidade e de terceiros) foram aceitas pela pesquisa. Ao final chegou-se a uma sugestão de escala para separar os dois tipos de consumidores - podendo essa ser utilizada para novas pesquisas acadêmicas, ou para acompanhamento em programas de relacionamento com o consumidor dentro das organizações. Uma das principais limitações desse estudo é a impossibilidade de generalização dos achados, dada a metodologia utilizada. / This research has the theme the Dysfunctional Consumer Behavior. This behavior can negatively influence in organizations proffits, since this kind of consumer can imply financial prejudices, or negatively impact in brand equity, or cause harm to others consumers. This research aims develop a scale to discern, indirectly, the consumer that tend to act in a dysfunctional manner than the other ones. For this propose, the methodology used to reach this objective was an hybrid one, mixing Churchill\'s (1979) with C-OAR-SE methodologies. The data was collected through MTurk®, how collect respondents in different places in world through the Internet. The statistical methods used to the scale development were cluster and discriminant analysis. The results showed evidences that is possible differ consumer through a discriminant function. Nevertheless, on the contrary of what was theoretically expected, the individuals most dissatisfied weren\'t the ones that presented dysfunctional consumer behavior. The other hypothesis (interpersonal influence and personality aspects) has been accepted. At the end, the research produced a scale that can be used to differ the consumers - and this scale can be used for both academicals and managerial propose. One of the limitations of this research is the generalization impossibility, because the methodology didn\'t select the individuals in a statistical random way.

M.Comm. / The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.

M.B.A. / Please refer to full text to view abstract

M.Comm. / In summary, e-commerce will absolutely change the way in which many company decisionmakers and business leaders think, as their companies compete in an online virtual world of business: a real-time, highly competitive marketplace. Companies will be required to rethink their core business processes and then create new strategies for performing e- businesses (Fellenstein & Wood, 2000:105). Forehand (2001:22), who is managing partner and CEO of Accenture, formerly known as Andersen Consulting, has the following views on succeeding in the New Marketplace: • "The New Economy pioneers have unearthed a few truths about how to win in the new marketplace. Speed is the new mantra. Change is the only constant. Content carries a premium. Consumers have perfect information. Brands signal trust. Value drives loyalty. And so on. These are quite important considerations, because when you take a step back and think about it, the way we conduct business really has been radically altered. Forever. • It's not easy to keep an organisation thriving as each new technology change surfaces. (And we've barely tapped the awesome potential for mobile commerce through wireless technology.) Success requires a sense of urgency across the entire organisation. It requires deep cultural change. It requires different and new relationships with customers, employees, alliance partners and even competitors. The end result is often significant business transformation that gets to a company's core business model. • Leading companies will put the customer at the centre of everything they do. Think about the implications of that to your business model. About a year ago we conducted research in the area of customer relationship management (CRM), which concluded that superior customer capabilities could account for 50 percent of the difference in return on sales between low and high performing companies. Those companies that can effectively put the customer at the centre of their business add tens of millions of dollars to the bottom line. • Leading companies will put technology on the personal agenda of every senior executive. Information technology has clearly progressed beyond the early days when it was relegated to the back office. But leaders of tomorrow will look at technology as much more than an enabler of business strategy. Technology will become a creator of business strategy. • Leading companies will apply the same rigour to human performance that they do to all areas of the business. There is an enormous challenge in getting the human element of an organisation equipped to operate in an increasingly digital world. Part of that challenge is finding and keeping talent. And the other is maximizing an individual's performance. Ensuring that people have the right skills, knowledge and behaviours is quickly becoming a company's biggest gating factor to future success. Not technology, not financial capital: human capital. • Leading companies will operate at speed. This is about an emerging leadership style that enables companies to be responsive to a dynamically changing marketplace. Leadership used to be structured and hierarchical. But now leadership requires quick wits, quick decisions, judgement calls, guts and passion. To operate at speed, companies will create internal environments that support and promote constant innovation. Success can often breed complacency, which dampens a company's sense of urgency and its ability to capitalise quickly on good ideas. The winners of tomorrow will realise the power of innovation and bring a start-up mentality inside". The above extract highlights various factors, which will become clearer as one progress through the dissertation. At the end, if one returns to this section, it is hoped that the new insight gained into the online world of the Internet will become apparent. This dissertation considers research into the various business models for Internet-based start-ups, the expectations of the customer, how to satisfy these expectations by means of customer service and how to build customer loyalty. Also considered are what relationships, if any, exist between a successful business model and customer loyalty. More emphasis will be placed on business-toconsumer as opposed to business-to-business transactions and models throughout the dissertation. The research method used in this dissertation is that of a literature study. A literature survey is conducted of the various business models used, customer expectations, customer service and the building of customer loyalty by Internet organisations. The collected information is described, interpreted and evaluated on a qualitative basis to address the purpose and the objectives of the study. With the above as background, this study proposes a business model and identifies factors that build customer loyalty, which will make a contribution towards guiding start-up ventures in strategically directing their business into a globally competitive and customer-focused world. The important findings that were identified in this study are: • Design a business model based on the following components — people, innovation, focus, speed, equity, technology, size, metrics, strategic vision and leadership. (These are the prime levers that today's Internet start-ups use to compete against the incumbent world of business.) • Carry out regular market research to establish exactly what it is that your customers expect from your web site. Constantly innovate, and by meeting or exceeding customer expectations, the customer expectation gap will be narrowed, which will lead to increased customer satisfaction, with a higher likelihood of customer retention. • Establish relationships with your customers and provide them with a unique online experience by utilising technology in such a way that every customer interaction is kept simple and saves the customer time and money. Providing this kind of customer service will build customer loyalty and enhance the company's brand name.

The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be reconstructed in forms more appropriate for the new medium. A lot of technological changes have affected the marketing environment of today. Companies must adapt to these changes in order to improve their marketing strategies. This has, among other things, resulted in an emphasis on relationship marketing. The purpose of this thesis is to explore what strategies are used in practice by companies in order to market and promote their products and services by using their Web sites as well as to build effective Customer Relationship Management (CRM). In order to fulfil the research purpose, interviews were conducted at a number of companies (medium and large), and questionnaires were mailed to various companies in the motor retail industry. The result shows that a company can use traditional as well as online marketing and promotion strategies when conducting business. This can also help companies to gain better relations with their customers. The different marketing and promotion strategies are useful for attracting new business as well as maintaining and stimulating existing relations. The research problem addressed in this study was to determine the factors that are effective in marketing and promoting of Web sites as well as the methods used in building CRM.

This research investigates the relationship between the leadership, internal quality, and customer satisfaction levels in the dealerships of a South African motor vehicle organisation. The Service Profit Chain provides the background theory to this relationship, by suggesting that various factors within the service delivery system of an organisation affect the level of customer satisfaction. From the Service Profit Chain, it is established that two of the prevalent factors affecting customer satisfaction, are leadership and internal quality. The Full Range Leadership Development Theory provides the backdrop for analysing the leadership style of each dealership by using the Multifactor Leadership Questionnaire. The Competence Process forms the theoretical construct against which the internal quality of these dealerships is assessed using the Organisation Competence Analysis Questionnaire. Information was gathered, using these two instruments, from a sample of 85 motor vehicle dealerships within South Africa. The customer satisfaction levels at each of these dealerships, is measured by the motor vehicle organisation’s own instrument, known as the Customer Satisfaction Index. Data obtained from each instrument, for the respective dealerships, was then statistically analysed. However, due to the low reliability of the instruments used in this research, the results of this study indicate that there is no relationship between the leadership, internal quality, and customer satisfaction levels within a South African motor vehicle organisation. Therefore we can conclude that the null hypotheses can not be rejected.

M.Comm.

M.Comm. / The aim of this study was to prove the effectiveness of a Customer Service Index in improving customer service in a financial services environment. For this purpose, the implementation of a CSI in WesBank Corporate Finance was used as a case study. The success of this service strategy was dependent upon constant interaction with the customer in order to identify specific needs, to measure the delivery of these requirements, and to monitor the responses received from the customer base. By making comparisons between the two CSI's used, it was possible to discern a significant improvement in the ratings concerning various aspects of WesBank's service to customers, in addition to an increase in production, profitability and professionalism. The overall success of this measurement strategy was made possible by the total commitment and dedication of the entire staff of the organisation, and is clearly evidenced by the high standard of service quality which was attained, and is being maintained, through the implementation of this monitoring system.