Made available in DSpace on 2014-12-17T14:52:54Z (GMT). No. of bitstreams: 1 JoabMS.pdf: 1436441 bytes, checksum: b8de89f097ab89d839ac999284ae02b8 (MD5) Previous issue date: 2006-05-19 / The corporative strategies have been systematically changing since the middle of the 90?s by including measurement of satisfaction and loyalty of the consumers in their organization. strategies. This essay presents a study on the factors that influence on the satisfaction and loyalty of the consumers, and is based on national models of satisfaction rates. For this essay, the new Norwegian model was used. During the period of 01/06/03 until 02/14/03, a field research was developed and applied to 230 tourists visiting the city of Natal/RN / As estrat?gias corporativas v?m mudando desde meados da d?cada de 1990 de forma sistem?tica ao inclu?rem os fatores de medi??es da satisfa??o e da fidelidade dos consumidores em suas estrat?gias organizacionais. Tais mudan?as s?o oriundas da necessidade em aprimorar seus produtos e servi?os, de forma a maximizar a aceita??o e recompra do consumidor. Este trabalho apresenta um estudo dos fatores que influenciam a satisfa??o e a fidelidade dos consumidores, tendo como ferramenta de estudo e an?lise os modelos nacionais de ?ndices de satisfa??o. Para o presente trabalho, foi utilizado o novo modelo noruegu?s proposto. Foi desenvolvida e aplicada uma pesquisa de campo no per?odo de 06/01/03 a 14/02/03, com 230 turistas que visitaram a cidade do Natal/RN

Made available in DSpace on 2014-12-17T14:52:55Z (GMT). No. of bitstreams: 1 AlmirMF.pdf: 1446391 bytes, checksum: ac03fcfe466a2b7d5ea6310e3d93a872 (MD5) Previous issue date: 2006-05-19 / This Thesis presents a contribution to the study of models of customer satisfaction, analyzing the relationship between construct satisfaction and its antecedents and consequences, carrying through a survey with tourists who live in states of northeast region, had used to travel by bus or their own car and used hotel of Natal in the period from march to june at 2004. The theory research is focused in concepts of customer satisfaction and loyalty, quality management system models and customer satisfaction measurement index models. For the field survey was applied a model with questions based on the norwegian customer satisfaction barometer - NCSB considered for Johnson et al., 2001 with 92 tourists. The results gotten for the multiple regression evidence that tourist satisfaction with respect to the hotel suffer fort influences of six drivers of quality and complaints management. However the factors that influencing tourist loyalty with hotel are affective commitment, satisfaction with the hotel and the complaints management / Esta tese contribui para o estudo de modelos de satisfa??o do cliente, analisando as rela??es envolvendo os construtos Satisfa??o e seus antecedentes e conseq?entes, envolvendo turistas residentes em Estados do Nordeste e que se hospedaram em hot?is de Natal no per?odo de mar?o a junho de 2004, utilizando como meio de transporte o ?nibus ou o carro pr?prio. A pesquisa te?rica ? focada em conceitos de satisfa??o e fidelidade do cliente, modelos de sistemas de gest?o de qualidade e modelos ?ndices de satisfa??o do cliente. Para a pesquisa de campo, foi aplicado um formul?rio com quest?es fechadas, baseadas no Modelo ?ndice de Satisfa??o Noruegu?s NCSB, proposto por Johnson et al., a 92 turistas. Os resultados obtidos pela regress?o m?ltipla evidenciam que a satisfa??o do turista com respeito ao hotel sofre forte influencia de seis Drivers de Qualidade e do Gerenciamento de Reclama??es. As vari?veis que influenciam a Fidelidade do Turista ao Hotel s?o Compromisso Afetivo, Satisfa??o com o Hotel e o Gerenciamento de Reclama??es

Made available in DSpace on 2014-12-17T14:52:56Z (GMT). No. of bitstreams: 1 MarceloLRLL.pdf: 442281 bytes, checksum: ea5eb296d07cc8f9e05c442911ddad1a (MD5) Previous issue date: 2006-05-19 / This essay aims to analyze different aspects regarding employees satisfaction about their work environment in order to preparethem to deal with quality programs. The study was developed through field and bibliographic research, which was turn in to a comparative analysis between the results obtained in a pilot research and the results from a final research applied to Brazilian Mail enterprise that got the bronze award of the Federal Government Quality Award. The main issue is to define where to act so that employees will be ready to deal with a quality program, identifying why they consider important, their influence in the insertion of the program and the relationship between satisfaction in the work environment and the success of such insertion / Este trabalho tem como objetivo estudar aspectos inerentes ? satisfa??o das pessoas no ambiente de trabalho, a fim de torn?-las preparadas para receber a implanta??o de programas de qualidade. O estudo foi empreendido atrav?s de uma pesquisa bibliogr?fica e uma pesquisa de campo, resultando numa an?lise comparativa dos resultados obtidos numa pesquisa inicial aleat?ria com os resultados obtidos numa pesquisa final aplicada na Empresa Brasileira de Correios e Tel?grafos, detentora da men??o bronze no Pr?mio de Qualidade do Governo Federal. A principal quest?o estudada diz respeito a onde atuar para que as pessoas estejam preparadas para receber um programa de qualidade, identificando aspectos que elas consideram importantes, como ? sua influ?ncia na implanta??o de um programa e qual a rela??o entre a satisfa??o no ambiente de trabalho e o sucesso dessa implanta??o

Made available in DSpace on 2014-12-17T14:53:03Z (GMT). No. of bitstreams: 1 AlbertoBF_DISSERT.pdf: 4192519 bytes, checksum: 6795a029b50a219cfdea5278c95296c9 (MD5) Previous issue date: 2011-06-26 / This paper aims to conduct a study to evaluate and measure the possible impact that the unavailability of spare parts can have on customer satisfaction for car dealerships in the post-sales. A theoretical-conceptual review on the subject of satisfaction and loyalty, on the backdrop of the reality of the automobile market, allowed the construction of a research tool dedicated to collect opinions of car owners, to allow an analysis empirical relationship between the availability of parts, repairs or scheduled service possible, and change or stay on the mark on the occasion of change of vehicle. 236 forms were applied to car owners in the city of Natal / RN. The results obtained in this survey allowed the identification of the unavailability of parts as a significant factor, among others, the motivation for the customer to switch brands. Collaterally, we could also conclude that the dynamics of change in marks, whatever its motivation, is reflected in the perceived positions of the different brands as the market share both in strictly quantitative terms and in terms of relative positioning, with significant changes in the ranking of consumer preferences for different brands available / O presente trabalho tem o objetivo de realizar um estudo que avalie e mensure os poss?veis impactos que a indisponibilidade de pe?as de reposi??o pode causar na satisfa??o dos clientes de concession?rias de autom?veis no per?odo p?s-vendas. Uma revis?o te?rico-conceitual sobre o tema da satisfa??o e da fideliza??o de clientes, sobre o pano de fundo da realidade do mercado automobil?stico, permitiu a constru??o de um instrumento de investiga??o dedicado a colher opini?es de propriet?rios de autom?veis, de modo a permitir uma an?lise emp?rica da rela??o entre indisponibilidade de pe?as, em revis?es programadas ou em repara??es eventuais, e a mudan?a de ou perman?ncia na marca por ocasi?o de troca de ve?culo. Foram aplicados 236 formul?rios a propriet?rios de autom?veis na cidade de Natal/RN. A an?lise dos resultados obtidos em tal pesquisa de opini?o permitiu a identifica??o da indisponibilidade de pe?as como um fator significante, dentre outros, para a motiva??o do cliente em mudar de marca. Colateralmente, foi poss?vel tamb?m concluir que a din?mica de mudan?a de marcas, qualquer que seja sua motiva??o, tem reflexos percept?veis nas posi??es das distintas marcas quanto a fatias de mercado, tanto em termos estritamente quantitativos, quanto em termos de posicionamento relativo, com altera??es significantes no ranking de prefer?ncias do consumidor pelas distintas marcas dispon?veis no mercado

Made available in DSpace on 2014-12-17T14:53:12Z (GMT). No. of bitstreams: 1 AlcyAF.pdf: 1096444 bytes, checksum: 97feebcb56699f550246ea8427a52e77 (MD5) Previous issue date: 2006-05-19 / This Master of Science Thesis deals with the customer satisfaction and loyalty focusing on a private higher education institution in Bel?m city, Brazil. The literature review focuses on costumer satisfaction and loyalty concepts and theory, models of quality managing systems and methodologies of costumer satisfaction measurement. The research was a survey with a random stratified sample of 329 undergraduate students of Business Administration at the Faculdade do Par? , in the morning and the night periods. The data analysis was made through the descriptive statistics and multiple regression analysis. The main findings are that the model was satisfactory and the main factors affecting Satisfaction to the School were Best Professor Didatics (beta=0.297), Courses Contents (beta=0.280), Clerks Sympathy (beta=0.201), and Number of Students in Classroom (beta=0,187) with a adjusted R2 = 0,47. The main factors affecting School Loyalty with an adjusted R2 = 0,43 were School Image (beta=0.383), Affective Commitment (beta=0.255), and Satisfaction with Professors (beta=0,218). The findings suggest also that may be differences between the set of students and those that complain for something / Esta tese investiga os fatores que contribuem para a satisfa??o e fidelidade do cliente, usando um modelo baseado em Johnson(2001), aplicado no setor de servi?o e especificamente em educa??o superior. A revis?o da literatura foi direcionada para os conceitos de satisfa??o e fidelidade do cliente, modelos de sistemas de gest?o da qualidade e m?todos que dimensionam a satisfa??o do consumidor. ? realizada uma pesquisa tipo survey com 329 alunos de gradua??o em Administra??o da Faculdade do Par?, nos turnos da manh? e da noite. A an?lise conduzida utilizou de estat?stica descritiva e an?lise de regress?o m?ltipla. Os principais resultados mostram que o modelo geral ? satisfat?rio e apontam para que os fatores qualidade do Did?tica do Melhor Professor (beta=0,297), o Conte?do das Disciplinas (beta=0,280), a Simpatia dos Funcion?rios (beta=0,201), e a Quantidade de Alunos em Sala de Aula (beta=0,187) foram os fatores significativos a explicar a Satisfa??o com a Faculdade para o conjunto dos alunos (R2ajustado = 0,47). Por seu turno, os principais fatores a explicar Fidelidade ? Faculdade (R2ajustado=0,43) foram a Imagem da Faculdade (beta=0,383), o Compromisso Afetivo (beta=0,255), e a Satisfa??o com Professores (beta=0,218). Os resultados sugerem ainda haver diferen?as entre o conjunto dos alunos e aqueles que reclamaram de algum problema

Made available in DSpace on 2014-12-17T14:53:18Z (GMT). No. of bitstreams: 1 FranciscoAC.pdf: 1386214 bytes, checksum: 3c754f8c0154cb5dd4c1bb62a81da4af (MD5) Previous issue date: 2006-05-19 / This Thesis deals with a study on customer satisfaction and loyalty focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literature. It is surveyed a sample of tourist in Natal. It is used a survey questionnaire applied at the airport in the departure moment of the tourist. The final sample results on 198 cases. Is is used a multiple regression analysis as the method to verify the factor affecting satisfaction and loyalty. Two models arise from the analysis. The first model concerning satisfaction results with cleaness and hygiene of the bathroom, leisure facilities, employees promptness, and price as the significant factors affecting satisfaction. The model has a R2 of 0.6430 and the also check in service, cleaness of the apartment and the hotel in general, bedroom setting have colinearity with some factors entering the model. The loyalty model results with satisfaction, affective commitment as the main factors affecting loyalty, with a R2 0.5396, and also image has collinearity with satisfaction. A small part of the sample has complained and this factor was not considered in the models. The results are consistent with the literature in term of quality as the main driver of the satisfaction and that it is not the only one factor to explain loyalty / Esta tese de mestrado tem como estrat?gia de estudo os fatores que contribuem para a satisfa??o e fidelidade do cliente, enfocando o novo modelo de ?ndice noruegu?s de satisfa??o e fidelidade do consumidor, aplicado no setor de servi?o hoteleiro em Natal, Brasil. Considerando as caracter?sticas dos servi?os prestados pelas organiza??es que lidam com os meios de hospedagem, a pesquisa te?rica foi direcionada para os conceitos de satisfa??o e fidelidade do cliente, modelos de sistemas de gest?o da qualidade e m?todos que dimensionam a satisfa??o do consumidor. A pesquisa de campo foi com 198 h?spedes, realizada no per?odo de 23 a 31 de julho de 2003, com os turistas que se hospedaram nos hot?is em Natal. As an?lises dos dados foram feitas atrav?s da estat?stica descritiva e an?lise de regress?o m?ltipla. Os resultados evidenciam que as principais vari?veis que influenciaram a satisfa??o s?o: limpeza e higieniza??o do banheiro do apartamento, ?rea de lazer do hotel, presteza dos funcion?rios e pre?o pago ao hotel que explicam 64,30% da varia??o na satisfa??o com os hot?is. Em rela??o ? fidelidade dos h?spedes, os construtos antecedentes que influenciaram foram: a satisfa??o dos h?spedes e compromisso afetivo, os quais explicam 52,95% da variabilidade dos dados

Made available in DSpace on 2014-12-17T14:53:21Z (GMT). No. of bitstreams: 1 CarolineWGSC .pdf: 493239 bytes, checksum: 97a2242418978b604d877b306910c506 (MD5) Previous issue date: 2006-10-05 / Currently, it stress it comes negative affecting the life of the people. In this direction, the present disserta??o had as purpose to investigate the factors stressor in the environment of teaching work in a private university. For its concretion, bibliographical studies had been carried through, applied questionnaires, which were elaborated in elapsing of this disserta??o, and comment of the environment of work of the professors. From the analysis of Spearman, of studies and comments 7 groups of variable had been analyzed, of which three of them if had shown excellent in the sprouting of stress it negative, namely: Environment of Work, characterization of the teaching activity and organization of the time/institucional aspects. From the displayed one, it is observed that the factors most excellent, that influence in the sprouting of stress it negative in the professors are: the imperfections of communication, the wage and the instability how much to horary the load definition attributed to these professionals / Atualmente, o estresse vem afetando negativamente a vida das pessoas. Neste sentido, a presente disserta??o teve como finalidade investigar os fatores estressores no ambiente de trabalho docente em uma universidade privada. Para sua concretiza??o, foram realizados estudos bibliogr?ficos, aplicados question?rios, o qual foi elaborado no decorrer desta disserta??o, e observa??o do ambiente de trabalho dos professores. A partir da an?lise de Spearman, de estudos e observa??es foram analisados 7 grupos de vari?veis, dos quais tr?s deles se mostraram relevantes no surgimento do estresse negativo, a saber: Ambiente de Trabalho, caracteriza??o da atividade docente e organiza??o do tempo / aspectos institucionais. A partir do exposto, observa-se que os fatores mais relevantes, que influenciam no surgimento do estresse negativo nos docentes s?o: as falhas de comunica??o, o sal?rio e a instabilidade quanto ? defini??o de carga hor?ria atribu?da a estes profissionais

Made available in DSpace on 2014-12-17T14:53:22Z (GMT). No. of bitstreams: 1 IsabelNP.pdf: 1703303 bytes, checksum: e559e40be586cb692c3e53bc646839e7 (MD5) Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry / Esta tese de Mestrado apresenta uma discuss?o a modelos de satisfa??o do cliente, investigando as associa??es das vari?veis antecedentes (qualidade do servi?o, pre?o, gest?o de reclama??es, imagem da empresa e compromisso afetivo e calculado) com satisfa??o e fidelidade do cliente. O escopo da pesquisa ? a influ?ncia das dimens?es do servi?o na satisfa??o e fidelidade do comprador de carro. A amostra de 91 clientes foram pesquisados entre os compradores de carros novos de uma marca na cidade de Natal, Brazil, e os dados foram analisados usando an?lise de regress?o m?ltipla. A pesquisa te?rica envolveu conceitos de satisfa??o do cliente, modelos de sistema de gest?o e modelos ?ndices de medi??o de satisfa??o do cliente. Os principais resultados sugerem que a satisfa??o com a marca do carro ? influenciada principalmente pela customiza??o do servi?o, pelo tempo para realiza??o do servi?o oferecido e pelo modo como a concession?ria trata o cliente diante das reclama??es. Considerando a fidelidade do cliente, a satisfa??o do cliente com o fornecedor explica fortemente a fidelidade com a marca/fabricante. Tamb?m, a satisfa??o, o compromisso afetivo e o tratamento de reclama??es est?o relacionados com a fidelidade, como vari?veis fortes explicando a varia??o na fidelidade. Uma principal conclus?o ? que o servi?o oferecido pelo fornecedor ? um fator importante influenciando a satisfa??o e fidelidade na ind?stria automobil?stica

Made available in DSpace on 2014-12-17T15:30:56Z (GMT). No. of bitstreams: 1 AnnaPSC_DISSERT.pdf: 1055344 bytes, checksum: 3820065b4404d2eed0b9f94f68a004b1 (MD5) Previous issue date: 2011-03-18 / Aim: To evaluate user satisfaction and quality of prosthetic treatments performed in specialized dental clinics (CEOs) of Natal Metropolitan Region - RN. Methods: Cross-sectional study with subjects who underwent prosthetic CEOs in the cities of Natal, Maca?ba, Parnamirim and Sao Goncalo do Amarante in the period 2007 to 2009. Data collection was performed by questionnaire, clinical examination of the oral cavity and examination of fabricated denture. This analysis involved the following aspects: retention, stability, aesthetics and prosthesis fixation. The variables are presented by means of absolute numbers and proportions. The determination of the association between the independent and dependent variables was conducted by the association of Chi-square test and Fisher exact test. Results: A total of 149 users, totaling 233 conventional dentures (148 upper and 85 lower). Most patients (56.4%) were rehabilitated with conventional complete dentures. The technical quality of the denture was regarded as satisfactory in the majority (52.7%), whereas the inferior dentures were rated as unsatisfactory in 90.5% of cases. Satisfaction with the prosthesis was 69.1% (N = 103). The average time to begin treatment was 3 months to receive while the prosthesis was 4 months old. The presence of injury from the upper prosthesis occurred in 21.5% of cases (N = 32), candidiasis being the most frequent (N = 18). The technical quality of the upper prosthesis (p=0,041), as well as retention (p=0,002) and stability (p<0,001) were significantly associated with user satisfaction. Conclusions: The specialized Dental clinics has been fulfilling its role of providing treatment of intermediate complexity for low-income population with the majority of satisfield patients, even when their dentures have problems of technical quality / Objetivo: Avaliar a satisfa??o dos usu?rios e a qualidade dos tratamentos prot?ticos realizados nos Centros de Especialidades Odontol?gicas (CEOs) da Grande Natal-RN. M?todos: Estudo transversal com os indiv?duos que realizaram tratamento prot?tico nos CEOs dos munic?pios de Natal, Maca?ba, Parnamirim e S?o Gon?alo do Amarante no per?odo de 2007 a 2009. A coleta de dados foi realizada atrav?s de question?rio, do exame cl?nico da cavidade oral dos usu?rios e da pr?tese dent?ria confeccionada. Tal an?lise envolveu os seguintes aspectos: reten??o, estabilidade, fixa??o e est?tica das pr?teses. As vari?veis s?o apresentadas de maneira descritiva por meio de n?meros absolutos e propor??es. A determina??o da associa??o entre as vari?veis independentes e as vari?veis dependentes foi realizada pelo teste de associa??o qui-quadrado e o teste exato de Fisher. Resultados: Foram examinados 149 usu?rios, totalizando 233 pr?teses totais convencionais (148 superiores e 85 inferiores). A maioria dos pacientes (56,4%) foi reabilitada com pr?teses totais convencionais bimaxilares. A qualidade t?cnica das pr?teses totais superiores foi tida como satisfat?ria na sua maioria (52,7%), enquanto que as pr?teses inferiores foram classificadas como insatisfat?rias em 90,5% dos casos. A satisfa??o com as pr?teses foi de 69,1% (N=103). O tempo m?dio para come?ar o tratamento foi de 3 meses enquanto que para receber a pr?tese foi de 4 meses. A presen?a de les?o proveniente da pr?tese superior ocorreu em 21,5% dos casos (N=32), sendo a candid?ase a de maior ocorr?ncia (N=18). A qualidade t?cnica das pr?teses superiores (p=0,041), bem como a reten??o (p=0,002) e a estabilidade (p<0,001) apresentaram associa??o significativa com a satisfa??o do usu?rio. Conclus?es: Os Centros de Especialidades Odontol?gicas vem cumprindo o seu papel de fornecer tratamento de m?dia complexidade para a popula??o de baixa renda, estando a maioria dos pacientes satisfeitos, mesmo quando suas pr?teses apresentam problemas de qualidade t?cnica

Made available in DSpace on 2014-12-17T15:30:57Z (GMT). No. of bitstreams: 1 AnnaLBP_DISSERT.pdf: 1144360 bytes, checksum: b1381efe03ee642cd7f1afb0245ad55f (MD5) Previous issue date: 2011-03-14 / Objective: To evaluate the degree of users satisfaction and technical quality of endodontic treatment in specialized dental clinics (CEO) of Grande Natal / RN between 2006 and 2008. Methodology: evaluated 282 endodontically treated teeth in CEOs through clinical and radiographic examinations. A questionnaire about the clinical condition of the tooth, evaluation of care and satisfaction with treatment was applied. Data on pre-and trans-operative were noted by the patient's clinical record. Endodontically treated teeth were examined by a specialist in endodontics, which compared with previous radiographs and current ones. The collected datas were presented descriptively by absolute numbers, percentages, averages. To determine the association between the independent and dependent variables was carried out through the bivariate association test Chi-square and Fisher exact test. Results: 79.8% presented with radiographic normal and 84.4% without pain symptoms. 8.2% of the teeth were fractured and 3.2% extracted. The persistence of the periapical lesion was associated with initial periapical status (p <0.05). 91.5% of patients are satisfied with the outcome of treatment. Such satisfaction is associated with absence of pain and an adequate esthetic tooth position (p <0.05). Conclusion: endodontic treatment in specialized dental clinics have an adequate technical quality, resulting in the success of endodontic therapy performed in these centers and that users are satisfied with the treatment / Objetivo: avaliar o grau de satisfa??o dos usu?rios e a qualidade t?cnica dos tratamentos endod?nticos realizados nos Centros de Especialidades Odontol?gicas (CEO) da Grande Natal/RN no per?odo entre 2006 e 2008. Metodologia: avaliados 282 dentes submetidos a tratamento endod?ntico nos CEOs atrav?s de exames cl?nicos e radiogr?ficos. Um question?rio contendo perguntas acerca das condi??es cl?nicas do dente, avalia??o do atendimento e satisfa??o com o tratamento foi aplicado. Dados sobre o pr? e trans operat?rios foram anotados pela ficha cl?nica do paciente. Os dentes tratados endodonticamente foram examinados por um especialista em endodontia, que comparou radiografias anteriores com as atuais. Os dados coletados foram apresentados de forma descritiva atrav?s de n?meros absolutos, percentuais, medias. Para a determina??o da associa??o entre as vari?veis independentes e as vari?veis dependentes realizou-se an?lise bivariada atrav?s do teste de associa??o qui-quadrado e o teste exato de Fisher .Resultados: 79,8% apresentaram-se com imagem radiogr?fica normal e 84,4% sem sintomatologia dolorosa. 8,2% dos dentes estavam fraturados e 3,2% extra?dos. A persist?ncia de les?o periapical esteve associada ao estado periapical inicial(p<0,05). 91,5% dos pacientes est?o satisfeitos com o resultado do tratamento. Tal satisfa??o est? associada a aus?ncia de sintomatologia dolorosa e uma adequada situa??o est?tica do dente (p<0,05). Conclus?o: os tratamentos endod?nticos realizados nos Centros de Especialidades Odontol?gicas possuem uma adequada qualidade t?cnica, resultando no sucesso da terapia endod?ntica realizada nestes Centros e os usu?rios encontram-se satisfeitos com o tratamento