Detalhes bibliográficos
| Ano de defesa: |
2022 |
| Autor(a) principal: |
Santos Neto, Agenor Sousa
 |
| Orientador(a): |
Calixto, Wesley Pacheco
|
| Banca de defesa: |
Calixto, Wesley Pacheco,
Reis, Márcio Rodrigues da Cunha,
Magalhães, Alana da Silva,
Marques, Leonardo Garcia,
Lemos, Rodrigo Pinto |
| Tipo de documento: |
Tese
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| Tipo de acesso: |
Acesso aberto |
| Idioma: |
por |
| Instituição de defesa: |
Universidade Federal de Goiás
|
| Programa de Pós-Graduação: |
Programa de Pós-graduação em Engenharia Elétrica e da Computação (EMC)
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| Departamento: |
Escola de Engenharia Elétrica, Mecânica e de Computação - EMC (RG)
|
| País: |
Brasil
|
| Palavras-chave em Português: |
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| Palavras-chave em Inglês: |
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| Área do conhecimento CNPq: |
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| Link de acesso: |
http://repositorio.bc.ufg.br/tede/handle/tede/12478
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Resumo: |
The main objective of this work is to apply structural equation modeling with partial least squares, and based on covariance, to evaluate the satisfaction of residential consumers of electricity. The model used commends the results of both structural equation modeling to indicate which best suits the measurement of the satisfaction of residential consumers who make use of electricity from utilities and licensees. The constructs evaluated are satisfaction, quality, value, loyalty and trust, whose analysis of the confidence interval shows that all weights are significant, demonstrating the importance of these indicators in the representation of constructs. The constructs trust, quality and value explain 74.4% of the variability of the satisfaction construct, so that the explanatory capacity of this relationship is considered satisfactory. The model developed allows utilities/licensees to maintain the monitoring of indicators measured by the proposed methodology and evaluate the evolution of consumer satisfaction in the face of suggestions for improvement strategies. |
