Banca de DEFESA: SANDERSON SANTOS AZEVEDO DA SILVA

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
DISCENTE : SANDERSON SANTOS AZEVEDO DA SILVA
DATA : 23/02/2018
HORA: 14:00
LOCAL: Sala D1-A
TÍTULO:

MODEL OF CONTINUOUS IMPROVEMENT FROM QUALITY ASSESSMENT OF SERVICES USING THE SERVQUAL SCALE AND SELF-ORGANIZING MAPS OF KOHONEN (SOM)

PALAVRAS-CHAVES:

Quality; services; academic library; SERVQUAL; Kohonen self-organizing maps.

PÁGINAS: 105
GRANDE ÁREA: Engenharias
ÁREA: Engenharia de Produção
RESUMO:

In the current scenario of economic hardship, many companies have turned to consumer information in order to optimize the use of resources for a continuous solution of their services. More and more new information, seek to know how the needs of their customers, as well as how a general quality of their services can be measured and influenced. The overall objective of this work is to offer managers a model of continuous updating of services proposed in the information derived from the mining of quality assessment data by users. At this point, this paper finds its importance and relevance when studying consumer satisfaction and offering a quality analysis model from the SERVICE scale and data grouping, using Kohonen's self-organizing maps. Thus, this study offers solutions to common questions, varying and describing groups of users according to their answers to expectations and perception of the quality of a service. Therefore, a survey collected 824 electronic questionnaires with user evaluation data from a university library, analyzing them under the light of Data Mining tools such as classification, association, grouping and summarization of data. Four groups of respondents, idealized as "Improvement", "Urgent Action", "Adequate" and "Excess", were obtained through the crossing of Kohonen maps concerning imports and user perceptions. Finally, this research gave the managers of the unit evaluated a study of the answers to the questionnaire and a model of analysis of the quality of the services offered, in addition, revealed interesting suggestions of future research.

MEMBROS DA BANCA:
Presidente - 1142787 - JOSE ALFREDO FERREIRA COSTA
Interno - 2329932 - JULIO FRANCISCO DANTAS DE REZENDE
Externo à Instituição - MARCOS RONALDO ALBERTIN - UFC