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8. Gestão da produção em foco: uma abordagem holística

Author

PANTA, Elayne de Souza, primary, SILVA, Nubia Adriane da, additional, ECKARDT, Marcio, additional, BARBOSA, Josirene Aquino, additional, PANTA, Elayne de Souza, additional, BABRAL, Iana Damázio, additional, BORGES, Nícolas de Oliveira Matos, additional, SANTOLIN, Rodolfo Cola, additional, SOARES, João Cláudio Ferreira, additional, FERREIRA, Thayanne Alves, additional, CATARINA, Silvio Aparecido da Silva, additional, PALADINI, Edson Pacheco, additional, BORNIA, Antonio Cezar, additional, SILVA, Dessyrrê Aparecida Peixoto da, additional, RODRIGUES, Débora Cristina de Souza, additional, RODRIGUES, João Paulo Lemos, additional, OLIVEIRA, Caroline Passos de, additional, SILVA, Rodrigo Herman da, additional, ZAIDAN, Henrique Pinto Dos Santos, additional, NEPOMUCENO, Thyago Celso Cavalcante, additional, SILVA, Jose Iranildo Barbosa Sales da, additional, ELLERES, Bruno Melo, additional, SANTANA, Wylliam Bessa, additional, MAUES, Luiz Mauricio furtado, additional, SILVA, Antonio Marcos da, additional, DERZI, Lua Rodrigues de Gouveia, additional, SILVA, Elga Batista da, additional, SILVA, Sabrina Alves da, additional, BARBOSA, Thalita do Prado, additional, DOMINGUES, Fabiana Florio, additional, GRIPP, Eduarda Cricco Miranda Barcelos, additional, ANDRADE, Ana Carolina Júlio da Silva, additional, LOPES, Jaqueline Bitencourt, additional, YAMAGUCHI, Cristina Keiko, additional, GUIMARÃES FILHO, Leopoldo Pedro, additional, BARBOSA, Alessandro da Silva, additional, VILELA, Danieli Biagi, additional, DUARTE, Laura Okishima, additional, SANTOS, Luana de Carvalho dos, additional, SILVA, Marina Gutierrez Bispo da, additional, TAVARES, Fernando Perez, additional, MASSOTE, Alexandre Augusto, additional, FIDRY, Danilo Ribeiro, additional, MORÉ, Jesús Domech, additional, SOGLIA, Luiz Vinicius de Menezes, additional, BARRETO, Oliver Silva Costa, additional, SANTANA, Yasmim Mendes, additional, SANTOS, Jonathas Souza, additional, GERBER, Juliano Zaffalon, additional, TEIXEIRA, Adria Rodrigues, additional, SIMAS, Amanda Nogueira, additional, CARNEIRO, Keyciane Rebouças, additional, MENDES, Milena dos Anjos, additional, COELHO, Moisés Israel Belchior de Andrade, additional, SILVA, André Vieira da, additional, ROCHA, Sandra Patrícia B, additional, ARAÚJO FILHO, Alcides Anastácio de, additional, SANTOS, Genilson Vieira dos, additional, WERNER, Liane, additional, SEVERO, Ana Julia Brum, additional, LÉLIS, Eliacy Cavalcanti, additional, FELIX, Ester, additional, MORAIS, Roberto Ramos de, additional, MONTEIRO, Rogerio, additional, KIMIMOTO, Cleiton Fumio, additional, RELVA, Luiz Carlos, additional, REAME JUNIOR, Euclides, additional, JESUS, Gessica Mina Kim, additional, SILVA, Janaina Maria da, additional, GIRADE, Camila, additional, JARDIM, Eduardo Galvão Moura, additional, GUIMARÃES, Leonardo de Aragão, additional, AUGUSTO, Michelle Q, additional, GROOTE, Jean-Jacques De, additional, BARBATO, Daniela M L, additional, SANTOS, Fabio Lyrio, additional, SILVA, Antônio Cleber da, additional, TEIXEIRA, Elke Carvalho, additional, BARROS, Leandro Eduardo Vieira, additional, MOREIRA, Jessica de Sousa, additional, CARVALHO, Rossane Cardoso, additional, GIARETTON, Andressa Maria, additional, NASCIMENTO, Fabio Redin do, additional, ROMANOWSKI, Jaqueline Paula, additional, SBARDELOTTO, Monica, additional, ROSSET, Nicole, additional, ALBERTIN, Marcos Ronaldo, additional, LIMA, Renata Santos, additional, BEZERRA, Leonardo Melo, additional, SOUZA, E K, additional, MARCIANO, M A, additional, BONIFÁCIO, Marucelle de Alcântara, additional, PAULINO, Raissa Dália, additional, BONIFÁCIO, Gicelle de Alcântara, additional, SILVA, Valmir Morais da, additional, MELO, Thamyres Nágyla Gomes de, additional, SOUZA, Vanessa Dantas de, additional, AGUIAR, Francikelvin Rodrigues de, additional, FERNANDES NETO, Andre Pedro, additional, CRISPIM, Alana Carolyne, additional, AQUINO, Débora Freire Stepple de, additional, SILVA, Natália Machado da, additional, VERZELONI, Suelen Lima, additional, REIS, Silvia Araujo dos, additional, PARREIRA, Fernando Franco, additional, SILVA, Tiago Alexandre da, additional, RIOS, Dênis Fernando Fraga, additional, FRAGA, Marcia Helena da Silva, additional, PRADO, Jose Willer do, additional, ROSA, Guilherme Bruno Goncalves, additional, MACIEL, Tainmy Santana Souza, additional, SILVA, Estefania Paula da, additional, AVELAR, Romenique Jose, additional, CHAGAS, Rafaela Leite das, additional, BARVALHO, Jonison Barroso, additional, FROTA, Cláudio Dantas, additional, RAMOS, Marco Aurélio, additional, MARQUES, Marcio Jose, additional, MUYLDER, Cristiana Fernandes de, additional, BARROS, Lousanne Cavalcanti, additional, FERREIRA, Anna Marys Saraiva, additional, and VIEIRA, Clarisse da Silva, additional

Published
2019
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17. Analysis of dimensions of quality of service of car rental industry

Author

Jesus, Gessica Mina Kim, Universidade Estadual Paulista (Unesp), and Barriga, Gladys Dorotea Cacsire [UNESP]

Subjects
Satisfação do cliente, Car rental, Customer satisfaction, Gestão da qualidade, Quality management, Aluguel de carro, SERVQUAL, RENTQUAL
Abstract

Submitted by Gessica Mina Kim Jesus (gessicamina2@gmail.com) on 2018-12-12T17:29:24Z No. of bitstreams: 1 Dissertacao Completa Gessica.pdf: 1227828 bytes, checksum: 525e0e4bc63bc6ab832a24fc75e82eef (MD5) Approved for entry into archive by Lucilene Cordeiro da Silva Messias null (lubiblio@bauru.unesp.br) on 2018-12-12T17:50:03Z (GMT) No. of bitstreams: 1 jesus_gmk_me_bauru.pdf: 1201663 bytes, checksum: 5ebe164c65f402d89430e51530a18050 (MD5) Made available in DSpace on 2018-12-12T17:50:03Z (GMT). No. of bitstreams: 1 jesus_gmk_me_bauru.pdf: 1201663 bytes, checksum: 5ebe164c65f402d89430e51530a18050 (MD5) Previous issue date: 2018-11-30 Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) A falta de qualidade no setor de serviços exige das empresas técnicas de controle mais efetivas e métodos de avaliação da qualidade menos genéricos, baseados nas dimensões da qualidade de cada setor. Em particular, os serviços de locação de automóveis se apresentam como um mercado promissor e competitivo, tanto no cenário nacional quanto no mundial. Dessa forma, o objetivo dessa pesquisa é analisar quais dimensões da qualidade de serviço no setor de locação de automóveis são determinantes para satisfação do consumidor brasileiro. O método de pesquisa quantitativo do tipo survey foi aplicado utilizando como instrumento de coleta de dados o questionário, elaborado com base na revisão de literatura. 196 respostas foram obtidas permitindo a aplicação das análises estatísticas: descritiva, fatorial exploratória e regressão logística. Os resultados mostraram que apesar da grande quantidade de dimensões encontradas na literatura, as dimensões comunicação com o cliente, segurança, aspectos de importância da empresa e apresentação foram as que mais influenciaram a qualidade do serviço de locação de automóveis no Brasil, na visão dos clientes. Porém, outras dimensões se mostraram relevantes como confiabilidade, acessibilidade, entrega e conforto. Portanto, as implicações dessa pesquisa para a literatura sugerem um sistema de mensuração de qualidade centralizado nessas variáveis, disponibilizando um instrumento de melhoria da qualidade dos processos de serviços de locação de automóveis. Além disso, espera-se que os investimentos do setor para o atendimento desses requisitos gere um impacto positivo na satisfação do cliente, o que consequentemente leva a uma melhoria nos índices de lealdade, fatores decisivos para a competitividade das empresas desse setor. The lack of quality in the service sector requires from the companies more efficient control techniques and less generic quality assessment methods, based on the inherent quality dimensions of each sector. In particular, the car renting services present itself as a market promising and competitive, both in the national as the international scenario. Thus, the purpose of this study is to evaluate which service quality dimensions in the vehicle rental sector are determining for the satisfaction of the Brazilian consumer. The quantitative survey method was applied using the questionnaire as a data collection tool, elaborated based on the literature review. 196 answers were obtained allowing the application of statistics: descriptive, exploratory factorial and logistic regression. The results showed that besides the great quantity of dimensions found in the literature, the customer communication, safety, aspects of importance, presentation were the ones that most influenced the quality of the car rental service in Brazil, according to the customers’ view. However, other dimensions were also relevant such as reliability, accessibility, delivery and comfort. Therefore, the implications of this research for the literature suggests a measurement system centralized on those variables, providing an instrument to improve the quality of vehicle localization processes. In addition, it is expected that the investments of the sector to meet these requirements generate a positive impact on customer satisfaction, which consequently leads to a victory in loyalty indices, decisive factors for the competitiveness of the companies in the sector.

Published
2018

18. Analysis of the parameters affecting the surface sanding of Pinus elliottii and Corymbia citriodora wood species

Author

Leite, Sueli Souza, primary, Jesus, Gessica Mina Kim, additional, Alves, Manoel Cléber de Sampaio, additional, Valarelli, Ivaldo de Domenico, additional, Bueno, Marcus Antonio Pereira, additional, Dinhane Magorbo, Fernanda Christiane Rossetto, additional, Moizes, Fabio Alexandre, additional, and Salvadeo, Vitor Manoel, additional

Published
2019
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