TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | SATISFACTION SURVEY WITH THE PLANETARIUM FOUNDATION SERVICES: A CRITICAL ANALYSIS OF THE PROCESS | ||||||||||||
| Autor(es): |
BRUNA ALVES DA SILVA BARCELOS |
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| Colaborador(es): |
ANDRE LACOMBE PENNA DA ROCHA - Orientador |
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| Catalogação: | 21/NOV/2016 | Língua(s): | PORTUGUESE - BRAZIL |
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| Tipo: | TEXT | Subtipo: | SENIOR PROJECT | ||||||||||
| Notas: |
[pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio. [en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio. |
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| Referência(s): |
[pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=28066@1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=28066@2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.28066 | ||||||||||||
| Resumo: | |||||||||||||
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The current work can be characterized as a case study and has as its
main goal present a critical analysis of the poll taken amongst the visitors of the
Rio de Janeiro Planetarium.To achieve this goal were considered as conceptual basis of the principles
governing the Services Marketing management , quality measurement models of
services Parasuraman , Zeithaml and Berry (1985 , 1988) , known respectively as
Model and SERVQUAL Gaps , and development of guidelines questionnaires
according to Malhotra (1999 ) , all applied to the process and the data collection
instrument used by the Planetarium Foundation in 2013. the work concludes with
the presentation of suggestions for new research approaches and an alternate
version the questionnaire used, incorporating improvement charges.
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