Dissertação
O ambiente organizacional: satisfação e competitividade - uma ótica da engenharia de produção
Fecha
2013-08-08Registro en:
RIZZATTI, Cláudia Bach. ORGANIZATIONAL ENVIRONMENT: SATISFACTION AND
COMPETITIVENESS - A PERSPECTIVE OF PRODUCTION
ENGINEERING. 2013. 163 f. Dissertação (Mestrado em Engenharia de Produção) - Universidade Federal de Santa Maria, Santa Maria, 2013.
Autor
Rizzatti, Cláudia Bach
Institución
Resumen
When contacting an organizational environment, many factors influence the perception and
reading this site. These factors might be considered as clues and it is through them that the
customer satisfaction occurs. However, few studies have been conducted to evaluate the
relationship of organizational atmosphere with consumer satisfaction in the aspect of
competitiveness. Under this bias, picked up a retail company located in Santa Maria to make it
possible to examine this issue. The aim of this study is to assess the contribution of the
environment along with the organizational atmosphere for customer satisfaction in the aspect
of competitiveness. The research is characterized as qualitative and quantitative. For the
qualitative phase, we observed the ten environments stores as the theoretical model of Baker
(1987). For the quantitative phase, we calculated the survey sample, taking into account the
average annual demand of the organization. The minimum sample size of 367 was found.
From the extensive analysis of the results, we can confirm that there is indeed a direct
contribution of the environment to consumer satisfaction beyond that, it became possible to
evaluate the environment can be a deciding factor at the time of decision making by client,
which makes it a contributor to a competitive advantage towards an organization and its
competitors.