A qualidade dos serviços de uma clínica médica de radiodiagnóstico de Chapecó-SC

Abstract

More and more companies are looking to meet the needs of their customers, and seek to improve the quality of their services. The word “quality in services” has now been introduced and heavily used, regardless of the branch of activity and scope of the organization, whether public or private. The word quality today for organizations, refers to the constant search to meet the needs and desires of its customers, a differentiation factor between companies and that triggers competitiveness between them. Therefore, an important resource that it has available to check and monitor quality levels is to conduct surveys with its customers. Thus, the present research seeks to answer the question of the study, being “what is the perception of customers about the quality of services provided by the Clínica Médica de Radiodiagnostico located in the city of Chapecó?” This study aims, therefore, to analyze the perception of customers regarding the quality of radiological services provided by the radiodiagnosis company located in the city of Chapecó. For the production of this study, a survey was carried out in order to quantify and qualify data of the target population of the research through an intentional sample of 160 customers. The data were collected in person through the development and application of a structured questionnaire composed of 18 questions formulated by indicators and variables theoretically based on the assessment of the company's service quality. The data were submitted to qualitative analysis and expressed using graphs and tables relating the variables to each other and to the theoretical framework. The result made it possible to verify that clients have degrees of satisfaction between satisfactory and good for all indicators, the evaluations for the clinic's infrastructure were the most compromised in relation to customer satisfaction, it has the highest percentage of dissatisfaction in relation to the other indicators . The highest degree of importance was recognized by customers for products and services, followed by assistance from radiology and infrastructure technicians. As indications for improvements, those referring to accessibility issues are the most urgent, although in the other indicators it was possible to verify a considerable space for the pursuit of excellence in the provision of the service in question.