Este trabalho teve como objetivo principal avaliar a qualidade da Feira de Produtos Coloniais e Agroecológicos de Chapecó-SC Centro 1 sob a perspectiva de seus consumidores. O ponto de Feira estudado é o mais antigo e estruturado dos dez existentes em Chapecó-SC, está localizado no centro da cidade, conta com vinte e nove bancas e funciona nas quartas-feiras à tarde e nos sábados pela manhã. A pesquisa foi realizada em dois momentos. No primeiro, de forma qualitativa, foram realizadas entrevistas semi-estruturadas com os consumidores da Feira para identificar os atributos da qualidade percebidos. Estes dados foram analisados através de análise de conteúdo. Através desta pesquisa foram identificadas nove dimensões da qualidade, que são: organização da Feira, estrutura física, limpeza e higiene, relacionamento interpessoal, atendimento, oferta de produtos, qualidade dos produtos, embalagens e rótulos e preço. Posteriormente, através de entrevista estruturada, foram levantados dados quantitativos para avaliar, sob o enfoque dos consumidores da Feira, os atributos da qualidade identificados e também apontar os atributos que necessitam de melhorias na visão dos consumidores da Feira. Os dados foram processados através do software Statistical Package for the Social Sciences (SPSS), no qual foram realizados cálculos de estatística descritiva. Para a confiabilidade da consistência interna das dimensões foi utilizado cálculo Alfa de Cronbach. Além destes, foi calculado o índice de significância estatística, através da ANOVA e a análise da influência (ou ordem de importância). Finalizando o estudo, foram apresentadas as prioridades de melhorias da qualidade para os feirantes e a Prefeitura Municipal de Chapecó, com o intuito de contribuir para a gestão da Feira de Produtos Coloniais e Agroecológicos de Chapecó - Centro 1. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-28T19:49:34Z No. of bitstreams: 1 Dissertacao Debora Regina S Locatelli.pdf: 818127 bytes, checksum: a2c724cba6edfd1a3d7d542627a48361 (MD5) / Made available in DSpace on 2014-05-28T19:49:34Z (GMT). No. of bitstreams: 1 Dissertacao Debora Regina S Locatelli.pdf: 818127 bytes, checksum: a2c724cba6edfd1a3d7d542627a48361 (MD5) / This work had as its main objective to evaluate the quality of the Fair of traditional and agroecological products of Chapecó - Center 1 from the perspective of its consumers. This fair is the oldest and most structured of the ten that exist in Chapecó, SC, it is located in the city center, has twenty-nine stands and opens to public on Wednesday afternoons and Saturday mornings. The survey was conducted in two moments. In the first, semi-structured interviews with consumers were made, in a qualitative way, to identify the attributes of quality they perceived. These data were analyzed using content analysis. Nine quality dimensions were identified: organization of the fair, physical structure, cleanliness and hygiene, interpersonal relationships, services, product offering, product quality, packaging and labeling, and prices. Later, through structured interviews, quantitative data were collected to evaluate the quality attributes and also to clarify the features that need improvement, from the standpoint of the consumers of the fair. The data were examined using the Statistical Package for Social Sciences (SPSS) software, in which performed calculations of descriptive statistics were made. Cronbach´s alpha was used to provide reliability to the internal consistency of the dimensions. In addition, the index of statistical significance was calculated using ANOVA and the analysis of influence (or order of importance). Finally, the study presents the priorities of quality improvement both to the marketers and to the City Council of Chapecó, aiming to contribute to the management of the Fair of traditional and agro-ecological products of Chapecó Center 1.

A retenção de clientes é um imperativo para a competitividade das organizações, com reflexos importantes na sua participação de mercado, lucratividade e rentabilidade. Muito embora estudos, tanto teóricos quanto empíricos, relacionados aos determinantes da retenção de clientes e seu impacto no desempenho das empresas venham sendo realizados há pelo menos três décadas, os construtos utilizados na elaboração dos modelos teóricos utilizados sofreram relativamente poucas alterações ao longo deste período. Neste sentido, foi desenvolvido e testado um modelo teórico original, que contempla os construtos Proposição de Valor, Recursos Operados, Recursos Operantes, Facilitação de Valor, Cocriação de Valor e Valor de Uso como determinantes da Retenção de Clientes. O estudo foi conduzido por meio de uma pesquisa quantitativa, mais especificamente com a realização de uma survey, realizada junto a uma amostra de 273 clientes de uma instituição financeira (banco de varejo). A análise dos resultados foi realizada com base na estatística multivariada, utilizando-se a Modelagem de Equações Estruturais para analisar e compreender os elementos e relações que compõem o Modelo Teórico proposto. Os resultados apontaram que o Modelo Teórico proposto apresentou índices de ajuste satisfatórios. A contribuição de maior destaque é a validação das relações entre os construtos testados, evidenciando que a proposição de valor influencia significativa e positivamente os recursos operados e operantes; os recursos operados influenciam significativa e positivamente a facilitação de valor; os recursos operantes influenciam significativa e positivamente a cocriação de valor; a proposição de valor influencia significativa e positivamente a facilitação de valor e a cocriação de valor; a facilitação e a cocriação de valor influenciam significativa e positivamente o valor de uso; e o valor de uso influencia significativa e positivamente a retenção de clientes no contexto de um banco de varejo. Adicionalmente, foi constatado que o tipo de cliente (cliente de um único banco ou de múltiplos bancos), modera positivamente a relação entre a proposição de valor e os recursos operados. Dessa forma, o estudo contribui para a evolução da compreensão dos conceitos testados, ampliando o entendimento de cada construto individual e fornecendo evidências empíricas de sua relação como determinantes da retenção de clientes. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2016-05-11T16:50:42Z No. of bitstreams: 1 Tese Giancarlo Dal Bó.pdf: 2020544 bytes, checksum: 3f18b0c1740def6f5a441036d7c1cff3 (MD5) / Made available in DSpace on 2016-05-11T16:50:42Z (GMT). No. of bitstreams: 1 Tese Giancarlo Dal Bó.pdf: 2020544 bytes, checksum: 3f18b0c1740def6f5a441036d7c1cff3 (MD5) Previous issue date: 2016-05-11 / Customer retention is an imperative for competitiveness of organizations, with important effects on market share, profitability and profitability. Although studies, both theoretical and empirical, related to the determinants of customer retention and its impact on business performance will be carried out for at least three decades, the constructs used in the preparation of the theoretical models used have undergone relatively little change over this period. In this sense, it was developed and tested an original theoretical model, which includes the constructs Value Proposition, Operated Resources, Operants Resources, Value Facilitation Co-creation of Value and Use Value as determinants of Customer Retention. The study was conducted through a quantitative research, specifically with the completion of a survey, carried out among a sample of 273 customers of a financial institution (retail banking). The analysis was based on multivariate statistics, using structural equation modeling to analyze and understand the elements and relationships that make up the proposed theoretical model. The results showed that the proposed Theoretical Model presented satisfactory fit indexes, considering its originality. The most prominent contribution is the validation of significant and positive relationships between the constructs tested, showing that value proposition influences significant and positively operand and operant resources; operand resources influence significant and positively value facilitation; operant resources influence significant and positively the value co-creation; value proposition influences significant and positively the value facilitation and value co-creation; value facilitation and value co-creation influence significant and positively the value-in-use; and the value-in-use influences significant and positively the customer retention in the context of a retail bank. Furthermore, this study shows that the client profile positively moderates the relationship bertween value proposition and operand resources. Thus, the study contributes to the evolution of the understanding of the concepts tested, increasing the understanding of each individual construct and providing empirical evidence of their relationship as determinants of customer retention.

Thesis (MTech (Business Administratiom, Marketing Management))--Cape Peninsula University of Technology, 2011 / The dynamic nature of modern organisations, characterised by hyper turbulence, necessitates that organisations remain receptive to the plethora of internal and external forces driving changes in strategy. One such organisation is that of Engen Petroleum Limited which operates in an everchanging, highly competitive environment. In order to remain the market leader, Engen needs to revisit its strategy to contend with market forces, bearing in mind that globalisation, as well as international ownership of competitor companies, play a role. In order to maintain a competitive advantage, the role of brands in the context of convenience is important, as brand recognition makes decision-making simpler for consumers who are in a rush. It is hence deemed expedient for forecourt retailers to understand customer satisfaction drivers, such as quality, service and convenience (Molefi, 2007). The current research focuses on the Engen Western Cape Quick Shop network, and in particular, investigates the possible reasons, namely growth rates, product offering, location, and customer service, for performance compared to the national average. A questionnaire/survey was conducted to determine the demographic characteristics of customers as well as the factors that influence their propensity to utilise Engen Quick Shops. This research was intended to provide Engen Petroleum Limited with data and information to enable the Western Cape Convenience dealer network to not only grow at the national average, but also to position itself at the forefront of the Convenience Store market.

Thesis (MTech (Marketing))--Peninsula Technikon, Cape Town, 1997 / The quality of service that is currently being offered by restaurants in the southern suburbs of Cape Town does not consistently meet with the service expectations of consumers. This results in the formulation of a negative perception of service quality. A knowledge of customer expectations is critical in delivering quality service and largely determines the success or failure of service-oriented organisations. One of the maj or challenges facing restaurants is meeting or exceeding the everincreasing expectations of consumers as this determines whether consumers are satisfied or not. It is therefore important to assess the current state of service quality within restaurants. In this study the Servqual model, which is one of the most widely used tools in measuring service quality, was used· to assess the service quality within restaurants. The Servqual model is a questionnaire which can be modified in order to measure service quality within a specific service industry. The model consists of a set of twenty-two statements measuring the expectations of consumers and a matching set of twenty-two statements measuring the perceptions the consumers have of the service quality that they have been exposed to. The consumers then indicate their responses on a Likert-type scale, which accompanies each statement. There is no immediate solution to improving the poor perception of service quality that exists, as any service quality programme is a long-term process that needs to be systematically implemented.

Thesis (DTech (Marketing))--Cape Peninsula University of Technology, 2012. / Secondary data sourced from the Kronos Time Keeping system and Human Resources department indicate that absenteeism amongst Pick n Pay employees are constantly increasing and it seems that management has adopted a laissez-faire attitude in response to rectifying absenteeism. This study has endeavoured to establish if staff absenteeism is rife in supermarkets, which employment status has higher absenteeism figures and does it affect customer services. The objectives of this study were to answer and find solutions to the research question and the multiple questions arising from the research problem: do the supermarket employees understand the impact of absenteeism to the organisation? Is management aware of the causes of high employee absenteeism? Do management have solutions to reduce the absenteeism rate? Do management know which employee status has higher absenteeism figures? What procedures can be adopted to reduce absenteeism? The overall effect of any solution should focus on creating a more absent free and customer orientated organisation. The empirical investigation was carried out through quantitative as well as qualitative research methodology. Absenteeism statistics were collected from the five participating supermarkets in the Western Cape human resources departments and were made available to the researcher as secondary data. Four different data collection methodology were used to conduct the enquiries in the five participating supermarkets.

Thesis (MTech (Marketing))--Cape Peninsula University of Technology, 2008. / This study examines Customer Perceptions of services rendered by Pick 'n Pay Waterfront employees. The main objectives of this study include the following: • To define customer services within a supermarket environment; • To determine how Pick n Pay (PnP) employees achieve customer satisfaction through service delivery; • To determine customer expectations with regards to service delivery; and • To consider the effects of staff absenteeism on client services. A comprehensive literature review was conducted, which explores causes and effects of customer perceptions of services rendered by employees. An empirical investigation was conducted via a quantitative research methodology. A questionnaire and three mystery shoppers were used to gather primary data regarding services. One hundred and sixteen customers responded to the questionnaire. The questionnaire and mystery shopper's surveys were conducted over a three day period at different time intervals. The quantitative investigation revealed significant aspects about customer perceptions with regard to different groups of employees working in the supermarket. The chi-square method was used to test for independence, and the results revealed that customers rate FTE's and VTE's differently in relation to customer satisfaction. The results of the empirical investigation were compared with relevant findings that emerged from the literature study. Based on the present investigation, a wide range of recommendations are offered to Pick n Pay Waterfront management, which would allow them to address the question of customer perceptions pertaining to service delivery by their employees. A further contribution of this study lies in the maintenance and the improvement of customer and staff wellbeing, since increased productivity and profitability of the Pick n Pay group is likely to be ensured.

Na visão contemporânea de empresas orientadas ao mercado, o consumidor é o principal elemento de uma empresa. Simultaneamente, o retorno financeiro das empresas de capital aberto é de fundamental importância, uma vez que investidores deixam de aplicar seus recursos caso o retorno obtido não seja o almejado. Dessa forma, a lógica binária de aumento da satisfação do cliente e paralelamente a busca da valorização das ações e outros índices de retorno financeiro são premissas-chave para os gestores das grandes corporações. Esse estudo traz uma discussão sobre os principais pontos análogos entre esses construtos. Foi feita uma pesquisa quantitativa e realizada, também, uma extensa revisão bibliográfica. A parte quantitativa foi feita mediante análise descritiva e foram aplicados questionários com os clientes das instituições selecionadas para medir a satisfação no ponto com os clientes. Foram utilizados também dados secundários para analisar o valor das ações dos bancos estudados e o índice de ROE. Os dados foram coletados a partir de sites dos próprios bancos e também dos sites BOVESPA e BACEN. Como principais resultados desta pesquisa pode-se destacar os principais construtos que levam à satisfação dos clientes bancários universitários, a saber: rapidez e confiabilidade, construtos esses que aparecem como resultados nos quatro bancos pesquisados. Os bancos que apresentaram maior índice de satisfação entre os clientes bancários universitários da amostra da pesquisa foram: Bradesco, Banco do Brasil, Santander e Itaú-Unibanco, respectivamente. Destaca-se, também, como contribuição desta pesquisa a identificação dos bancos de varejo com melhor desempenho financeiro no Brasil, quais sejam: banco Itaú-Unibanco, banco Bradesco, Banco do Brasil e banco Santander, respectivamente. Por fim, a pesquisa identificou que não existe uma relação entre os bancos de maior índice de satisfação e rentabilidade. / In contemporary vision of market-oriented companies, the consumer is the main element of a company. Simultaneously, the financial return of publicly traded companies is of fundamental importance, since investors stop applying its resources if the payoff is less than expected. Thus, the binary logic of increasing customer satisfaction and the parallel pursuit of share valuation and other financial rates of return are key premise for managers of large corporations. This study provides a discussion of the main similar points between these constructs. A quantitative study was conducted. It was also done an extensive literature review. The quantitative section was made through descriptive analysis and questionnaires were applied to customers of the institutions selected to measure satisfaction at the point with customers. There were also used secondary data to analyze the value of shares of the studied banks and ROE index. Data were collected from sites of the banks themselves and also at the Central Bank and BOVESPA sites. As the main results of this research, there can be said that are the main constructs that lead to satisfaction of university banking customers, named: speed and reliability. These results appear in all the four banks surveyed. Banks that had higher satisfaction rate among university banking customers of the survey sample were: Bradesco, Banco do Brasil , Santander and Itau-Unibanco, respectively. Finally, the survey identified that there is no relationship between banks with higher levels of satisfactions and profitability.

nÃo hà / O Decreto n 5.450, de 31 de maio de 2005, veio trazer uma inovaÃÃo no processo pÃblico de compra governamental, instituindo que as licitaÃÃes de bens e serviÃos de uso comum para a esfera federal fossem feitas na forma de um leilÃo eletrÃnico reverso, na busca de garantir celeridade e transparÃncia ao processo. O denominado pregÃo eletrÃnico universalizou as disputas e acirrou ainda mais os certames, resultando no fortalecimento da guerra de preÃos e incrementando a dificuldade de garantia da qualidade das aquisiÃÃes e a respectiva satisfaÃÃo dos usuÃrios. Nesse contexto, o presente estudo tem como objetivo identificar os fatores de satisfaÃÃo e insatisfaÃÃo dos usuÃrios chave de uma instituiÃÃo federal de ensino superior em relaÃÃo aos bens adquiridos atravÃs dessa nova modalidade de licitaÃÃo. De forma a possibilitar um padrÃo analÃtico robusto, foi aplicado uma survey com questÃes relacionadas a fatores de satisfaÃÃo/insatisfaÃÃo adaptando-se as questÃes para o contexto das compras governamentais. Os resultados foram analisados a partir de quatro tÃcnicas de mensuraÃÃo de satisfaÃÃo do consumidor: SatisfaÃÃo Simples, AnÃlise de Gap, Modelo I/S (ImportÃncia/SatisfaÃÃo) e Abordagem Multiplicativa. Os resultados da anÃlise apontam para a ausÃncia de fatores de insatisfaÃÃo por parte dos respondentes. Ao mesmo tempo, observou-se trÃs nÃveis diferentes de satisfaÃÃo: um nÃvel inferior onde estÃo alocados, em sua maioria, os fatores da dimensÃo dos produtos (falhas, garantia, durabilidade, resistÃncia, confianÃa no produto, relaÃÃo custo/benefÃcio e conforto); um segundo estÃgio intermediÃrio, que compreende os fatores da dimensÃo dos fornecedores (atendimento, disponibilidade, aspectos tÃcnicos, Ãtica e confianÃa no fornecedor); e, por fim, um nÃvel superior, composto pelos fatores da dimensÃo de processos (efetividade, economicidade e transparÃncia). / Decree No. 5450 of May 31, 2005 has brought an innovation in the process of public procurement, establishing that the procurement of goods and services for common use for the federal level were supposed to be made in the form of an electronic reverse auction in seeking to ensure speedy and transparent process. The so-called Electronic Trading universalized disputes and incited further contests, resulting in the strengthening of the prices war and increasing the difficulty of ensuring the purchases quality and customer satisfaction. In this context, this study aims at identifying the theories of consumer satisfaction to identify from a Brazilian Federal University users the satisfaction and dissatisfaction factors in relation to the goods purchased through this new form of bidding. In order to make possible a robust analytical pattern, a survey has been applied using satisfaction/dissatisfaction factors related statements by adapting them to procurement context. Results have been analyzed in a four steps model which combines the techniques of Simple Satisfaction, Gap Analysis, I / S Model (Importance / Satisfaction) and Multiplicative Approach. Analyses point to the absence of dissatisfaction factors among the respondents and three different levels of satisfaction. At the same time it was observed a lower level where the mostly products dimension factors are located (fails, warrant, durability, resistance, product confidence, cost/benefit, comfort) , a second intermediate stage made out by the suppliers dimension factors (attendance, availability, technical features, ethics, supplier confidence) and, ultimately, a higher level compounded by the processes dimension factors (effectiveness, economy, transparency).

Em um mercado cada vez mais competitivo como o de telefonia celular pós-paga as organizações modernas estão em constante busca por lucratividade e crescimento contínuo. Nesse sentido, a retenção dos clientes atuais e a busca por fidelidade tornam-se pauta de discussões acadêmicas e empresariais. No estudo dessa fidelidade, a academia se divide em duas correntes: a primeira defensora da satisfação como antecessor necessário da lealdade e a segunda, da lealdade como elemento independente da satisfação. O presente trabalho buscou aclarar esses conceitos, com definição dos termos e principais pensamentos. Por meio de pesquisa realizada junto aos consumidores de telefonia celular pós-paga, verificou-se a avaliação desse público quanto à satisfação, vínculo, imagem da operadora, bem como a manutenção ou não desse relacionamento. / In a competitive market as the mobile post paid, the modern companies are in a constant search for profitability and growth. In that sense, the consumer retention and the study of loyalty become topics into the agendas of the academics and the business discussions. Through the study of the consumer´s loyalty the academics are divided in two different ideas: the first one defends the satisfaction as a prior to the loyalty and, for the defenders of the second idea, the loyalty is an independent element from the satisfaction. The current paper tried to dig into these concepts, with the definition of the main terms and thoughts. By researches made with the mobile post paid consumers, the evaluation of topics such as satisfaction, link, image and the capacity to keep the relationship.

A retenção de clientes é um imperativo para a competitividade das organizações, com reflexos importantes na sua participação de mercado, lucratividade e rentabilidade. Muito embora estudos, tanto teóricos quanto empíricos, relacionados aos determinantes da retenção de clientes e seu impacto no desempenho das empresas venham sendo realizados há pelo menos três décadas, os construtos utilizados na elaboração dos modelos teóricos utilizados sofreram relativamente poucas alterações ao longo deste período. Neste sentido, foi desenvolvido e testado um modelo teórico original, que contempla os construtos Proposição de Valor, Recursos Operados, Recursos Operantes, Facilitação de Valor, Cocriação de Valor e Valor de Uso como determinantes da Retenção de Clientes. O estudo foi conduzido por meio de uma pesquisa quantitativa, mais especificamente com a realização de uma survey, realizada junto a uma amostra de 273 clientes de uma instituição financeira (banco de varejo). A análise dos resultados foi realizada com base na estatística multivariada, utilizando-se a Modelagem de Equações Estruturais para analisar e compreender os elementos e relações que compõem o Modelo Teórico proposto. Os resultados apontaram que o Modelo Teórico proposto apresentou índices de ajuste satisfatórios. A contribuição de maior destaque é a validação das relações entre os construtos testados, evidenciando que a proposição de valor influencia significativa e positivamente os recursos operados e operantes; os recursos operados influenciam significativa e positivamente a facilitação de valor; os recursos operantes influenciam significativa e positivamente a cocriação de valor; a proposição de valor influencia significativa e positivamente a facilitação de valor e a cocriação de valor; a facilitação e a cocriação de valor influenciam significativa e positivamente o valor de uso; e o valor de uso influencia significativa e positivamente a retenção de clientes no contexto de um banco de varejo. Adicionalmente, foi constatado que o tipo de cliente (cliente de um único banco ou de múltiplos bancos), modera positivamente a relação entre a proposição de valor e os recursos operados. Dessa forma, o estudo contribui para a evolução da compreensão dos conceitos testados, ampliando o entendimento de cada construto individual e fornecendo evidências empíricas de sua relação como determinantes da retenção de clientes. / Customer retention is an imperative for competitiveness of organizations, with important effects on market share, profitability and profitability. Although studies, both theoretical and empirical, related to the determinants of customer retention and its impact on business performance will be carried out for at least three decades, the constructs used in the preparation of the theoretical models used have undergone relatively little change over this period. In this sense, it was developed and tested an original theoretical model, which includes the constructs Value Proposition, Operated Resources, Operants Resources, Value Facilitation Co-creation of Value and Use Value as determinants of Customer Retention. The study was conducted through a quantitative research, specifically with the completion of a survey, carried out among a sample of 273 customers of a financial institution (retail banking). The analysis was based on multivariate statistics, using structural equation modeling to analyze and understand the elements and relationships that make up the proposed theoretical model. The results showed that the proposed Theoretical Model presented satisfactory fit indexes, considering its originality. The most prominent contribution is the validation of significant and positive relationships between the constructs tested, showing that value proposition influences significant and positively operand and operant resources; operand resources influence significant and positively value facilitation; operant resources influence significant and positively the value co-creation; value proposition influences significant and positively the value facilitation and value co-creation; value facilitation and value co-creation influence significant and positively the value-in-use; and the value-in-use influences significant and positively the customer retention in the context of a retail bank. Furthermore, this study shows that the client profile positively moderates the relationship bertween value proposition and operand resources. Thus, the study contributes to the evolution of the understanding of the concepts tested, increasing the understanding of each individual construct and providing empirical evidence of their relationship as determinants of customer retention.