Avaliação da satisfação dos clientes: o caso de um laboratório de análises clínicas privado

• Autor(a) principal: Monteiro, Ana Rita de Coelho Gomes
• Data de Publicação: 2015
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/11839
• topic: Customer satisfaction; ECSI; Relationship marketing; Health services; Satisfação do cliente; ECSI; Marketing relacional; Serviço de saúde

Currently, health services reveal a growing concern with aspects related to the satisfaction of its users, considered an indicator that assesses the perceived overall quality of care, having the user/client a leading role as an active agent in the improvement of the health service provided. This study aims to evaluate the customer satisfaction in a private Medical Laboratory located in the district of Setúbal. For this purpose data were collected from customers through a questionnaire survey, whose formulation was based on the adaptation of the ECSI model and on the dimensions Trust and Commitment. The sample was collected based on intentional sampling method and were obtained 134 valid responses from customers that went to the laboratory to do their tests. The results show that all dimensions relate positively and significantly to the overall customer satisfaction. The results still allow to conclude that the respondents are very satisfied with all aspects, being, however, Value and Commitment, the dimensions with which they are less satisfied. This study contributed to the research on the evaluation of customer satisfaction and suggests that the management of the laboratory should take into account the dimensions with lower scores in order to increase the quality of the services provided.