Melhoria de questionários de satisfação empresariais

: criação e aplicação de metodologias

Abstract

One of the most popular methods for collecting data about a population is filling out surveys. This type of data-gathering technique has the benefit of reaching a virtually unlimited geographic area with the use of new technology. However, today‘s concept of survey does not guarantee the quality of the data. The results gathered from satisfaction surveys are directly related to a company‘s decisionmaking process which has direct impact in the allocation of resources and initiatives to meet improve the satisfaction rates for the services it provides. Therefore, the need to ensure the highest standards of data quality is of the upmost importance. The aim of this master thesis is the definition of a methodology that i) determines and applies weights to quality criteria, which vary depending on the needs; ii) suggests ways to design these criteria and create metrics to test the extent to which these criteria are met or improved in comparison to previous questionnaires; iii) suggests ways to implement the improvements that meet the quality criteria. The adoption of the methodology created and tested in this master thesis may be able to provide this essential quality. The combined use of techniques for dynamically directing questions, weighted answers and the use of Data Mining techniques to create a response validation system, contribute to the evolution of the current concept of questionnaires and how they are administered. This master thesis also presents a practical application of the methodology created, which illustrates the procedural methodology for improving questionnaires.

Date of Award	25 Jun 2012
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Tito Lívio dos Santos Silva (Supervisor)