Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias
Autor(a) principal: | |
---|---|
Data de Publicação: | 2004 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional da Universidade Federal Fluminense (RIUFF) |
Texto Completo: | https://app.uff.br/riuff/handle/1/20844 |
Resumo: | This paper aims, to a certain extent, to increase the level of competition in small neighborhood markets. This can be done through the creation of a proposal intended to enhance the quality of services offered to clients. The priority is focused on perceptive aspects which have been observed in managers and clients attitudes and behavior. A thorough investigation was carried out to search for possible connections between perceptive factors and the buying habits in small neighborhood markets. 30 male and female clients participated in this research with their age ranging from 30 to 70 years old. As for their educational background, some had not finished elementary school whereas others had a bachelor degree. 3 of them own markets in the districts of Boaçu and Mutuapira, both located in the municipality of São Gonçalo in Rio de Janeiro. Exploratory research techniques were used, and the method was case study. The results obtained demonstrate a strong uncertainty when it comes to the clients level of satisfaction concerning the services they get. On a monthly basis, the neighborhood markets only tend to meet the immediate needs their clients have. The market owners take for granted their clients opinions. Therefore, it was possible to conclude that new case studies, with the same context, should be conducted. Other elements such as performance, training and financial management in small neighborhood markets must be included. Besides, studies concerning the community, family groups interaction, and the relationship with suppliers and employees must also be taken into account. |
id |
UFF-2_2bd83876885e9c5cfff97f55adaf2a3f |
---|---|
oai_identifier_str |
oai:app.uff.br:1/20844 |
network_acronym_str |
UFF-2 |
network_name_str |
Repositório Institucional da Universidade Federal Fluminense (RIUFF) |
repository_id_str |
2120 |
spelling |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhoriasQualidadePercepçãoCompetitividadeAtendimentoQualityPerceptionCompetitiveAttendanceCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAOThis paper aims, to a certain extent, to increase the level of competition in small neighborhood markets. This can be done through the creation of a proposal intended to enhance the quality of services offered to clients. The priority is focused on perceptive aspects which have been observed in managers and clients attitudes and behavior. A thorough investigation was carried out to search for possible connections between perceptive factors and the buying habits in small neighborhood markets. 30 male and female clients participated in this research with their age ranging from 30 to 70 years old. As for their educational background, some had not finished elementary school whereas others had a bachelor degree. 3 of them own markets in the districts of Boaçu and Mutuapira, both located in the municipality of São Gonçalo in Rio de Janeiro. Exploratory research techniques were used, and the method was case study. The results obtained demonstrate a strong uncertainty when it comes to the clients level of satisfaction concerning the services they get. On a monthly basis, the neighborhood markets only tend to meet the immediate needs their clients have. The market owners take for granted their clients opinions. Therefore, it was possible to conclude that new case studies, with the same context, should be conducted. Other elements such as performance, training and financial management in small neighborhood markets must be included. Besides, studies concerning the community, family groups interaction, and the relationship with suppliers and employees must also be taken into account.Esta pesquisa teve por objetivo contribuir para a mudança no nível de competitividade dos mercados de bairros, através da formulação de uma proposta de melhoria no atendimento ao cliente consumidor, priorizando-se aspectos perceptivos observados nas atitudes/comportamentos dos gestores e dos clientes. Neste sentido, buscou-se investigar as possíveis relações entre fatores perceptivos e comportamento de compra em mercados de bairro.Participaram da pesquisa 30(trinta) clientes de ambos os sexos, com idade variando entre 30(trinta) e 70(setenta) anos e escolaridade entre ensino fundamental incompleto a ensino superior completo, além de 3(três) empresários de rede de mercados dos bairros Boaçu e Mutuapira, ambos no município de São Gonçalo, RJ, usando-se técnica de pesquisa exploratória, modalidade estudo de caso. Os resultados obtidos registram uma acentuada indefinição do cliente quanto ao nível de sua satisfação com o atendimento, usualmente recebido, evidenciando, ainda, seu perfil de consumidor que, apenas, complementa, nos mercados de bairro, suas necessidades mensais de consumo, paralelamente à desconsideração sobre sua percepção por parte do empresário. Portanto, concluiu-se que novas pesquisas devem ser conduzidas nesse contexto, envolvendo variáveis como desempenho, treinamento e gestão financeira na rede de mercados de bairro, além de estudos relativos à sua inserção na comunidade, à interação do grupo familiar, à negociação com fornecedores e à relação trabalhista com seus empregados.Programa de Pós-graduação em Sistemas de GestãoSegurança do Trabalho, Meio-ambiente, Gestão pela Qualidade TotalQuelhas, Osvaldo Luiz GonçalvesCPF:20055676522http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4791688P2Martins, Celso César Carneiro2021-03-10T20:51:20Z2007-05-182021-03-10T20:51:20Z2004-01-04info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttps://app.uff.br/riuff/handle/1/20844porCC-BY-SAinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da Universidade Federal Fluminense (RIUFF)instname:Universidade Federal Fluminense (UFF)instacron:UFF2021-03-10T20:51:20Zoai:app.uff.br:1/20844Repositório InstitucionalPUBhttps://app.uff.br/oai/requestriuff@id.uff.bropendoar:21202021-03-10T20:51:20Repositório Institucional da Universidade Federal Fluminense (RIUFF) - Universidade Federal Fluminense (UFF)false |
dc.title.none.fl_str_mv |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
title |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
spellingShingle |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias Martins, Celso César Carneiro Qualidade Percepção Competitividade Atendimento Quality Perception Competitive Attendance CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
title_full |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
title_fullStr |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
title_full_unstemmed |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
title_sort |
Fatores perceptivos e competitividade em mercados de bairro : uma proposta de melhorias |
author |
Martins, Celso César Carneiro |
author_facet |
Martins, Celso César Carneiro |
author_role |
author |
dc.contributor.none.fl_str_mv |
Quelhas, Osvaldo Luiz Gonçalves CPF:20055676522 http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4791688P2 |
dc.contributor.author.fl_str_mv |
Martins, Celso César Carneiro |
dc.subject.por.fl_str_mv |
Qualidade Percepção Competitividade Atendimento Quality Perception Competitive Attendance CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
topic |
Qualidade Percepção Competitividade Atendimento Quality Perception Competitive Attendance CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
This paper aims, to a certain extent, to increase the level of competition in small neighborhood markets. This can be done through the creation of a proposal intended to enhance the quality of services offered to clients. The priority is focused on perceptive aspects which have been observed in managers and clients attitudes and behavior. A thorough investigation was carried out to search for possible connections between perceptive factors and the buying habits in small neighborhood markets. 30 male and female clients participated in this research with their age ranging from 30 to 70 years old. As for their educational background, some had not finished elementary school whereas others had a bachelor degree. 3 of them own markets in the districts of Boaçu and Mutuapira, both located in the municipality of São Gonçalo in Rio de Janeiro. Exploratory research techniques were used, and the method was case study. The results obtained demonstrate a strong uncertainty when it comes to the clients level of satisfaction concerning the services they get. On a monthly basis, the neighborhood markets only tend to meet the immediate needs their clients have. The market owners take for granted their clients opinions. Therefore, it was possible to conclude that new case studies, with the same context, should be conducted. Other elements such as performance, training and financial management in small neighborhood markets must be included. Besides, studies concerning the community, family groups interaction, and the relationship with suppliers and employees must also be taken into account. |
publishDate |
2004 |
dc.date.none.fl_str_mv |
2004-01-04 2007-05-18 2021-03-10T20:51:20Z 2021-03-10T20:51:20Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://app.uff.br/riuff/handle/1/20844 |
url |
https://app.uff.br/riuff/handle/1/20844 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
CC-BY-SA info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
CC-BY-SA |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Programa de Pós-graduação em Sistemas de Gestão Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total |
publisher.none.fl_str_mv |
Programa de Pós-graduação em Sistemas de Gestão Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional da Universidade Federal Fluminense (RIUFF) instname:Universidade Federal Fluminense (UFF) instacron:UFF |
instname_str |
Universidade Federal Fluminense (UFF) |
instacron_str |
UFF |
institution |
UFF |
reponame_str |
Repositório Institucional da Universidade Federal Fluminense (RIUFF) |
collection |
Repositório Institucional da Universidade Federal Fluminense (RIUFF) |
repository.name.fl_str_mv |
Repositório Institucional da Universidade Federal Fluminense (RIUFF) - Universidade Federal Fluminense (UFF) |
repository.mail.fl_str_mv |
riuff@id.uff.br |
_version_ |
1807838836597719040 |