Proposta de modelo estatístico para análise de dados de avaliações pós-ocupação (APO)

Abstract

Meeting customer requirements, wants and needs is, or should be, paramount to any business or industry that develops projects or products that will ultimately be used by end customers. Understanding one of the principles established by Koskela (1992), in his theory of transformation, flow and value (TFV). In the construction industry, this situation should not be different since the actual and effective satisfaction of the client comprises one of the primordial points for the success of an enterprise. In this way, understanding these needs and translating them into attributes, aims to seek total customer satisfaction. In order to ensure that these needs and requirements are met, several methodologies have been adopted and developed over time, even though these have limitations on quality assurance of real estate products. Throughout the years of its activities, the Research and Advisory Group on Construction Management (GERCON) has developed several surveys, aiming to measure their satisfaction with the projects, these being of different economic nature, such as projects of the program “Minha Casa, Minha Vida”or MCMV, and medium and high standard projects implemented by construction companies in Ceará. In this way, a more complex analysis was carried out, from the numerical point of view, in order to determine which attributes have the greatest responsibility in the generation of value and quality from the client's point of view. Analyzes of measures of central tendency and dispersion, determination of the reliability of the results through Cronbach's Alpha, factorial analysis and even multiple regression will be used. It can be seen that the main tool capable of meeting the objectives is the factorial analysis, not to use other tools and measures and also bring relevant information. In general, not only in MCMV surveys but also in Private Surveys, the most important aspect, which means to be able to impact the customer satisfaction in the most significant way, is the Housing Unit, that is, aspects the most important directly involve housing.