Modelo Q 4d Como Medir La Satisfaccion Del Cliente Mas Alla De La Calidad Percibida
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Author | : José Manuel Moreno Guillermo |
Publisher | : |
Total Pages | : 152 |
Release | : 2008-05-19 |
Genre | : Business & Economics |
ISBN | : 9788481435719 |
Ofrece una metodología sencilla que permite descubrir aquellos factores de la empresa que satisfacen al cliente y a la vez le fidelizan. Un modelo que describe exhaustivamente el comportamiento del consumidor a través de la medición de la calidad percibida (Q) y de otros factores intangibles igual de condicionantes llamados cuarta dimensión (4D), como la responsabilidad social, la imagen de marca o las ofertas realizadas. Contenido: • Calidad percibida: dónde estamos: - Modelo de comportamiento del consumidor - Dificultades en la medición de la calidad - Modelos de calidad percibida - Dimensiones y atributos de la calidad de servicio • Una propuesta sencilla: - El supermercado de atributos - La cuarta dimensión (4D) - Modelo Q+4D • Q+4D: supermercado de atributos: - Atributos Q - Atributos 4D • Aplicando Q+4D paso a paso: - Análisis previo de la organización - Selección de atributos: Q+4D - Elaboración del cuestionario - Diseño de la muestra de clientes - Trabajo de datos - Análisis y conclusiones • Sacando jugo a la información: - Análisis estadístico - Análisis de regresión y correlación • Algo real: caso práctico - Caso Rapid School: análisis de la organización - Selección de atributos - Elaboración del cuestionario - Diseño de la muestra - Trabajo de campo - Análisis de los datos
Author | : Asociación Española para la Calidad |
Publisher | : AEC |
Total Pages | : 102 |
Release | : 2003 |
Genre | : |
ISBN | : 8489359326 |
Author | : Bob E. Hayes |
Publisher | : Grupo Planeta (GBS) |
Total Pages | : 204 |
Release | : 2002 |
Genre | : Consumer satisfaction |
ISBN | : 9788480886963 |
La determinación de las necesidades y exigencias del cliente - La valoración de las percepciones y actitudes de los clientes : aspectos de la fiabilidad y validez - Confección del cuestionario de satisfacción del cliente : generación de los artículos, formato de respuesta y selección de los artículos - Utilización de los cuestionarios de satisfacción del cliente.
Author | : Alfonso Germán Garzón Huertas |
Publisher | : |
Total Pages | : |
Release | : 2011 |
Genre | : |
ISBN | : |
Resumen: La presente investigación tiene como objetivo presentar los resultados obtenidos en la medición de la satisfacción del usuario, cliente interno y cliente externo del Instituto Técnico San Rafael. La recolección de información se realizó con una encuesta que está conformada por 22 ítems, utilizando la escala de medición de Likert, la cual fue dirigida a estudiantes, padres de familia y colaboradores de la institución educativa. La valides del instrumento de medición se realizó mediante el cálculo del el alfa de Crombach, el cual demuestra que la las encuesta están libres de errores aleatorios y que el instrumento es válido para medir la calidad percibida por los usuarios. A partir de la información obtenida mediante las encuestas se logra identificar las principales causas de que el usuario de la institución este insatisfecho. El instrumento de medición se realizó utilizando el modelo SERVQUAL, adaptado a las necesidades del Instituto técnico San Rafael, que midió la calidad del servicio desde la perspectiva del usuario. Para el análisis de la información se utilizó el paquete estadístico SPSS para Windows.
Author | : Elsa Gómez Gómez |
Publisher | : |
Total Pages | : 304 |
Release | : 1993 |
Genre | : Health & Fitness |
ISBN | : 9789275115411 |
Author | : Bruce Mazlish |
Publisher | : Yale University Press |
Total Pages | : 288 |
Release | : 1993-01-01 |
Genre | : Technology & Engineering |
ISBN | : 9780300065121 |
Discusses the relationship between humans and machines, pondering the implications of humans becoming more mechanical and of computer robots being programmed to think. He describes early Greek and Chinese automatons and discusses ideas of previous centuries and of individuals on this subject.
Author | : Richard North Patterson |
Publisher | : Ballantine Books |
Total Pages | : 560 |
Release | : 2003-08-12 |
Genre | : Fiction |
ISBN | : 0345469798 |
In the high-stakes, high-pressure world of presidential politics, where predators carry microphones and one misstep can savage a lifetime of achievement, Kerry Kilcannon is the rarest player of all. Kilcannon believes he can make the system work. And he just may die trying. Driven by the violent nightmare of his childhood, fueled by forces that few could understand, and burdened by secrets no one must know, Kilcannon is running for President—and entering the crucial battleground of California with seven days to go. But for Kilcannon, there are hurdles that his courage, charisma, and compassion may not overcome: the network correspondent he still loves; the reporter bent on their exposure; the rival who’ll do anything to win; and the fanatic who believes that he must murder Kilcannon to protect the right to life. . . .
Author | : Robert Farris Thompson |
Publisher | : Vintage |
Total Pages | : 386 |
Release | : 2006-12-05 |
Genre | : Performing Arts |
ISBN | : 1400095794 |
In this generously illustrated book, world-renowned Yale art historian Robert Farris Thompson gives us the definitive account of tango, "the fabulous dance of the past hundred years–and the most beautiful, in the opinion of Martha Graham.” Thompson traces tango’s evolution in the nineteenth century under European, Andalusian-Gaucho, and African influences through its representations by Hollywood and dramatizations in dance halls throughout the world. He shows us tango not only as brilliant choreography but also as text, music, art, and philosophy of life. Passionately argued and unparalleled in its research, its synthesis, and its depth of understanding, Tango: The Art History of Love is a monumental achievement.
Author | : Per Durst-Andersen |
Publisher | : Copenhagen Business School Press DK |
Total Pages | : 252 |
Release | : 2010 |
Genre | : Cognition |
ISBN | : 9788763002318 |
"Mentality and Thought - North, South, East and West presents the reader with an informed pluri-disciplinary discussion of the concept of mentality, its relevance and its interconnection with culture past and present, on the one hand, and cognition and mental frames on the other. The exploration is one of both theoretical depth and socio-historical width, each paper providing its own synthetic combination of conceptual and empirical analysis." --Book Jacket.
Author | : Joseph Brent |
Publisher | : |
Total Pages | : 444 |
Release | : 1998 |
Genre | : Biography & Autobiography |
ISBN | : |
Charles Sanders Peirce was born in September 1839 and died five months before the guns of August 1914. He is perhaps the most important mind the United States has ever produced. He made significant contributions throughout his life as a mathematician, astronomer, chemist, geodesist, surveyor, cartographer, metrologist, engineer, and inventor. He was a psychologist, a philologist, a lexicographer, a historian of science, a lifelong student of medicine, and, above all, a philosopher, whose special fields were logic and semiotics. He is widely credited with being the founder of pragmatism. In terms of his importance as a philosopher and a scientist, he has been compared to Plato and Aristotle. He himself intended "to make a philosophy like that of Aristotle." Peirce was also a tormented and in many ways tragic figure. He suffered throughout his life from various ailments, including a painful facial neuralgia, and had wide swings of mood which frequently left him depressed to the state of inertia, and other times found him explosively violent. Despite his consistent belief that ideas could find meaning only if they "worked" in the world, he himself found it almost impossible to make satisfactory economic and social arrangements for himself. This brilliant scientist, this great philosopher, this astounding polymath was never able, throughout his long life, to find an academic post that would allow him to pursue his major interest, the study of logic, and thus also fulfill his destiny as America's greatest philosopher. Much of his work remained unpublished in his own time, and is only now finding publication in a coherent, chronologically organized edition. Even more astounding is that, despite many monographic studies, there has been no biography until now, almost eighty years after his death. Brent has studied the Peirce papers in detail and enriches his account with numerous quotations from letters by Peirce and by his friends. This is a fascinating account of a prodigious talent who, though unable to find a suitable accommodation within his own society, nevertheless managed to produce an enormous body of brilliant work. Brent's analysis uncovers a double tragedy: that of a flawed genius, and of a society unwilling or unable to recognize and support its own best son.