Hélder Pires Ferreira

O burnout surge claramente associado a problemas de ordem laboral, como por exemplo fracos recursos, insegurança no contexto ocupacional e outras perturbações que advêm dos riscos psicossociais relacionados com o mundo do trabalho. A profissão dos educadores em instituições de acolhimento é alvo de desgaste por parte destes, devido à grande dificuldade em lidar com crianças e jovens, com um passado delicado, repleto de problemas, comportamentos agressivos e falta de suporte familiar, tornando-se numa tarefa diária árdua. Seguindo esta linha de raciocínio o presente estudo tem por objetivo analisar o burnout e a perceção da qualidade dos serviços prestados por trabalhadores de equipas educativas em instituições de acolhimento de crianças e jovens. O objeto de estudo vai recair sobre uma amostra de trabalhadores que desempenham funções em casas de acolhimento de crianças e jovens do distrito de Bragança. Participaram neste estudo 105 trabalhadores desde ajudantes de ação educativa e e...

Este estudo teve por objetivo identificar fatores chave na implementacao de estrategias de Marketing. Para tal, aplicou-se a matriz Importância vs Satisfacao a empresa Futurlab material de Laboratorio, Lda., sediada em Lisboa. Esta matriz permite atraves de uma representacao num referencial cartesiano identificar as areas onde uma organizacao devera concentrar, reduzir, manter os seus esforcos ou continuar o bom trabalho. Pretende-se, assim, que os administradores da Futurlab avaliem e identifiquem as maiores vantagens e fraquezas dos fatores chave de sucesso.

This study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.O presente estudo teve por base a identificação de Fatores Críticos de Sucesso (FCS) que maximizam a satisfação do cliente, bem como analisar o seu gr...

This study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers' degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.

This study was based on the identification of Critical Success Factors that maximize customer satisfaction, as well as analyse their degree of satisfaction and the importance that they attach to the CSFs. To this purpose, 225 customers of the company Futurlab became part of the sample, having assumed a sampling error of 5.8% at a significance level of 5 %. To identify the Critical Success Factors we used the Exploratory Factor Analysis and to the analysis of Satisfaction and Importance it was used the Importance - Satisfaction Matrix. It was also aimed identify homogeneous groups of customers it was used a Cluster Analysis. From the results obtained it was verified the identification of 7 CSFs and in general customers are satisfied with the performance of Futurlab. By Cluster Analysis were identified 4 Clusters according to the importance and satisfaction attributed to the Critical Success Factors.

This study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.