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O relacionamento entre qualidade em serviços, valor percebido, imagem corporativa e seus impactos na satisfação de clientes bancários
(Universidade Federal de São Carlos, 2017-09-15) Favoretto, Camila; Mergulhão, Ricardo Coser; https://lattes.cnpq.br/0598720328915137; https://lattes.cnpq.br/2588486501752384
The service sector has gained prominence both in the Brazilian and in the world’s economies, impelling organizations to seek excellence in their service. Faced with this need, in the banking sector, institutions have emphasized a mutually beneficial relationship with their clients, in order to make the management of services a competitive differential. Service quality and customer satisfaction have been identified as key factors for competitiveness and customer retention. In this context, there is a challenge in understanding the relationships among the antecedent factors of customer satisfaction. In fact, previous research agrees neither on the direction nor on the degree of relationship of these factors, besides being studied in different countries and service sectors. Thus, the purpose of this study is to investigate the multiple relationships among the constructs – service quality, perceived value, corporate image and customer satisfaction. For that, a literature review was carried out on the concepts pertinent to this research; the constructs were conceptualized individually, providing the theoretical basis for their operationalization. Then, the relations among them were evidenced by the statement of hypothetical links, thus specifying the theoretical model. After articulating the knowledge in a theoretical manner, in the city of Sorocaba-SP, a survey was conducted, using a questionnaire randomly applied to 136 clients of the banking services, which use at least one of the five largest Brazilian banks. Data analysis was performed through the structural equation modeling technique, in order to test the consistency of the hypotheses and to identify the direction of the relations. The results showed that service quality directly influences the perceived value and the corporate image and that the image directly impacts customer satisfaction, making it a potential mediating variable for the quality-satisfaction relationship. The direct relationship between quality and satisfaction as well as perceived value and satisfaction were not observed, considering the sample of this research and the levels of significance. Therefore, this study might be both theoretically and practically relevant. Such knowledge directs banking institutions to prioritize the allocation of resources and efforts on the corporate image. Through this factor, the expected implications related to customer satisfaction will be achieved directly. Simultaneously, banks must acknowledge that the delivery of high quality is an important driver of corporate image and perceived value. In the academic field, the study develops architecture of measurable indicators making it possible to evaluate the proposed constructs, besides constructing an explanatory theory in the understanding of the relations among them for the banking sector.
Dimensionamento da força de trabalho de servidores técnico-administrativos em universidades federais de ensino : um estudo de caso com aplicação piloto em uma unidade administrativa da UFSCar
(Universidade Federal de São Carlos, 2017-09-15) Migliati, Maria Inez Carpi; Ferraz, Maria Cristina Comunian; https://lattes.cnpq.br/2893153253924855; Côrtes, Mauro Rocha; https://lattes.cnpq.br/8988613760967305; https://lattes.cnpq.br/3023396794533223
The issue of workforce sizing, as part of human resource planning, is not something new, but in the public administration, and particularly in federal universities it becomes more complex. Having a scalability model, with clear and defined parameters and criteria, that provides the foundation and support for better decision making is essential. To comply with the provisions of Law No. 11,091/2005, dated January 12, 2005, which provides for the Career Plan for Technical-Administrative Positions in Education and Decree No. 5.825 / 2006, of 06/29/2006, and establishes the guidelines for the elaboration of the Plan of Development of the Members of the Career Plan of the Technical-Administrative Positions in Education, federal universities should carry out the dimensioning of the technical-administrative servers’ workforce. However, in the face of complexity, most universities do not have a design model for the allocation of vacancies. This work presents and describes a model for designing a public higher education university, applying it as a pilot, in an administrative unit of the Federal University of São Carlos (UFSCar), identifying possible weaknesses and possibilities regarding its application. The used methodology refers to the qualitative approach, based, for the most part, on secondary data. The analyzed and applied model proved useful for the institution to know better the workforce of its technical-administrative servers; to raise the profile and competencies of the servers and the units, enabling the identification of training needs in line with the real needs of UFSCar, to verify the needs of redefinition of the units' structures, as well as to map and review processes already mapped.
A experiência da democracia participativa em Ribeirão Preto : estudo de caso no Conselho Municipal da Saúde
(Universidade Federal de São Carlos, 2017-09-15) Rodrigues, Renato Cesar Assef; Cepêda, Vera Alves; https://lattes.cnpq.br/4917331423373631; https://lattes.cnpq.br/7913944810985741
Encouraged by the Federal Constitution and the federal legislation that followed its promulgation, the experience of participatory democracy involved the creation of municipal councils, the holding of conferences, public consultations and hearings aimed at discussing public policies, the use of resources, and focuses of its and legitimacy of acts of the Public Power that require popular approval. Popular participation appears as a way to bring the citizen closer to the government and the opportunity of the real defense of collective interests, but whose realization is not without problems. The popular participation must overcome several obstacles in the search of its effectiveness not to become mere instrument of manipulation of the governments of turn in the sense of only legitimizing administrative practices and laws. Based on this scenario, the objectives of this work are: 1) to analyze from the theoretical point of view and the political discussion the advantages and limits of the concrete experience of implementing mechanisms and spaces of participatory democracy; 2) to analyze the experience of a particular context - Ribeirão Preto - by examining the institution, operation and performance of the City Health Council, especially in assessing the degree of popular intervention in the administrative actions discussed within this participatory institution. The expectation of this dissertation is to understand the effectiveness of the broad proposal of participatory democracy based on the analysis of a specific case that combines the area of Health, the scope of a council (deliberative) in a medium-sized municipality (Ribeirão Preto).