Interação de atributos atrativos e obrigatórios de um serviço na satisfação do cliente

Tontini, Gérson; Sant'Ana, André José

doi:10.1590/s0103-65132008000100009

Cited by 7 publications

(7 citation statements)

References 17 publications

(21 reference statements)

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“…Em seu modelo, Kano, et al, (1984) apresentam uma classificação de atributos de produtos ou serviços agrupados conforme o grau de satisfação ou insatisfação que geram os atributos em relação a um nível de desempenho (HUISKONEN; PIRTTILÃ, 1998). Assim, os atributos são classificados em obrigatórios, unidimensionais e atrativos e podem ser identificados ao se perguntar ao consumidor de determinado produto ou serviço sobre sua reação, ou satisfação, quando os atributos tem desempenho superior (questão positiva) e inferior (questão negativa) (KANO et al, 1984;BERGER et al, 1993;MATZLER et al, 1996 apud TONTINI;SANT'ANA, 2008).…”

Section: Issn 1807-975xunclassified

Uma Xícara De Café? A Importância Dos Atributos De Uma Cafeteria Na Decisão De Consumo.

2017

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O estudo teve o objetivo de investigar a importância dos atributos de uma cafeteria na decisão de consumo dos clientes de um estabelecimento localizado em um shopping na cidade do Recife-Brasil. A pesquisa incluiu a aplicação de 165 questionários, analisados com auxílio do método Kano de Qualidade Atrativa e Obrigatória, que classifica os atributos em obrigatórios, unidimensionais e atrativos. Os resultados indicam que iluminação, música, decoração, espaço reservado, cardápio variado, cafés feitos à base de grãos especiais e a presença de um barista foram considerados atributos atrativos, ou seja, estimulam o consumo. O atributo “característica do café” foi considerado unidimensional, tendo sua capacidade de estímulo à compra dependente de seu desempenho. O atributo “acesso sem fio à Internet” foi considerado neutro e os atributos eficiência, cortesia e limpeza foram considerados obrigatórios, o que indica que o desejo de frequentar a cafeteria está condicionado à presença e desempenho suficiente destes atributos.

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Section: Issn 1807-975xunclassified

Uma Xícara De Café? A Importância Dos Atributos De Uma Cafeteria Na Decisão De Consumo.

2017

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“…In this context, the Kano model of attractive and must-be quality proposes that the relation between performance and satisfaction is not linear, in which the different attributes of a product or a service are ranked between “must-be,” “one-dimensional,” “attractive,” “indifferent,” “reverse” and “questionable.” This allows us to identify which attributes are critical, which are considered a differential, bringing a greater satisfaction and which are indifferent for the satisfaction rate, customer-wise (Tontini and Sant’Ana, 2008).…”

Section: Introductionmentioning

confidence: 99%

Attributes of IT certifications aligned to organizations’ needs

Mussa¹,

Cordeiro²,

Hora³

2021

JM2

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Purpose An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view. Design/methodology/approach A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model. Findings Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements. Originality/value It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.

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“…The satisfaction is related to the attendance of explicit and implicit requirements, the consumer through the set of characteristics, or attributes of the service. So, it becomes important to find out as the performance of the different attributes is related to customer satisfaction (Tontini & Sant'Ana, 2008).…”

Section: Introductionmentioning

confidence: 99%

Structural equation modeling applied to assess industrial engineering students’ satisfaction according to ENADE 2011

Neto

Dantas

Machado

2017

Prod.

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This research aims to propose and try out a model to assess the Industrial Engineering students' satisfaction, with a focus on private higher education institutions. The research tool used in this study was the Student Questionnaire 2011 National Exam for the Assessment of Student Performance (ENADE), made available by the Brazilian Ministry of Education (MEC). The questions were designed to assess undergraduate students general satisfaction based on the following constructs: Teacher Involvement, Student Interest, Course Demands, Course Organization, and General Satisfaction.

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Interação de atributos atrativos e obrigatórios de um serviço na satisfação do cliente

Cited by 7 publications

References 17 publications

Uma Xícara De Café? A Importância Dos Atributos De Uma Cafeteria Na Decisão De Consumo.

Uma Xícara De Café? A Importância Dos Atributos De Uma Cafeteria Na Decisão De Consumo.

Attributes of IT certifications aligned to organizations’ needs

Structural equation modeling applied to assess industrial engineering students’ satisfaction according to ENADE 2011

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