Avaliação da qualidade de um serviço especializado na perspectiva do cliente
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Data
2022-08-05
Autores
Teixeira, Pollyana Pinto Goncalves
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Universidade Federal do Espírito Santo
Resumo
Introduction: The evaluation of client satisfaction with the service is one of the elements of the quality of a health service. In this way, an evaluation of services seeks to understand the technical performance and the personal relationship with the customer. Objectives: evaluating the quality of a specialized health service from the client's perspective and developing a managerial and educational technology. Methodology: It is an evaluative, cross-sectional study with a quantitative approach, carried out with 100 clients over 18 years of age, in a specialized clinic. The research was made through the following steps: 1st) Measure: application of the semi-structured questionnaire and the Servqual scale to measure the costume’s profile e its relationship with the service, as well as the evaluation of expectations and the perception of service quality; 2nd) Validate, Interpret and describe: descriptive statistics were used (customer and service profile) and analytical statistics (Cronbach's Alpha to validate the perception and expectation sub-items-; Spearman's coefficient for the correlation between the sub-items of the SERVQUAL scale and Wilcoxon-Test to detect the difference between the answers of each item); 3rd) Judge: the quality dimensions that interfere in the process of service improvement for planning the actions and organizational processes of the Clinic; 4th) Intervene: development of products (technical and scientifics). Results: Most clients who participated in the research were female (63.0%), in the adult age group (77.0%) with an average of 46.4 years, in the married category (55.0%), resident in Vitória (44.0%), with a high level of education, being 39.0% with graduation and 36.00% with post-graduation. Regarding the characteristics related to the service, most clients have already used the clinic service twice or more (62.0%), had a healthcare plan (94.0%), were not accompanied (73.0%), sought the service to carry out consultations (78.0%) and chose WhatsApp as the best means of communication to answer the second stage of the questionnaire (57.0%). Concerning customer loyalty, 99.0% would recommend the clinic to friends and family. Products: a managerial technology adapted to the clinic's management software for tracking and monitoring quality indicators and integration with WhatsApp for sending a satisfaction survey; an audiovisual educational technology (informative video) to raise awareness, involvement, and interaction with the multidisciplinary team in the investigated situation; and an article for publication. Conclusions: In the general assessment of service quality (satisfactory), it was identified that the dimensions of quality, tangibility and service had greater satisfaction and the dimensions empathy, trust and safety, less satisfaction. Therefore, our findings indicate the need to prioritize investment in actions aimed at interpersonal (client-team) and intrapersonal (team-team) issues, thus seeking to guarantee the quality of services provided and, consequently, customer satisfaction
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Qualidade de serviço de saúde , Satisfação do cliente , Serviços privados de assistência à saúde , Gestão de serviço , Health service quality , Customer satisfaction , Private health care services , Service management