Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Manancial - Repositório Digital da UFSM |
Texto Completo: | http://repositorio.ufsm.br/handle/1/14908 |
Resumo: | Faced with constant changes in the market, it is increasingly necessary to make decisions quickly, knowing that such attitudes will positively or negatively impact the results of an organization. As for services, it is significant that its role in the Brazilian economy is significant, accounting for about 73% of the national GDP (IBGE, 2017). In this context, the quality of services has been disseminated to the point of establishing that it is imperative that service providers provide their customers with an ideal quality, meeting their needs. Based on this premise, the present dissertation was structured based on the following question of study: In what way can one improve the quality of the services of the health plan of a medical services cooperative using the SERVQUAL and Fuzzy Topsis method? In order to answer this question, the general objective outlined for this study is to analyze and propose alternatives for improving the quality of health care services in a health services cooperative located in the extreme south of Brazil. Referring to the methodological processes, we chose a qualitative and quantitative, exploratory and descriptive research carried out by means of a case study. Regarding the data analysis, the SERVQUAL scale was used to measure the quality of the services. It was complemented by the Fuzzy Topsis method, obtaining the ranking of possible alternatives that would aid in improving the quality of the medical services of the cooperative under study. Thus, the results obtained with SERVQUAL showed that all dimensions of quality were out of the ideal, and it was necessary to elaborate alternatives for improvement for each one. In this sense, 3 alternatives were elaborated for each dimension, where the best alternatives were A1, for Tangibility, A3 for reliability, A3 for responsibility, A3 for safety and A2 for empathy. |
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Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsisProposal for improving the quality of a medical services cooperative using the servqual method and fuzzy topsisQualidade em serviçosGestão de cooperativasPlanos de saúdeCooperativa de serviços médicosFuzzy TopsisQuality in servicesCooperative managementHealth insuranceCooperative of medical servicesCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAOFaced with constant changes in the market, it is increasingly necessary to make decisions quickly, knowing that such attitudes will positively or negatively impact the results of an organization. As for services, it is significant that its role in the Brazilian economy is significant, accounting for about 73% of the national GDP (IBGE, 2017). In this context, the quality of services has been disseminated to the point of establishing that it is imperative that service providers provide their customers with an ideal quality, meeting their needs. Based on this premise, the present dissertation was structured based on the following question of study: In what way can one improve the quality of the services of the health plan of a medical services cooperative using the SERVQUAL and Fuzzy Topsis method? In order to answer this question, the general objective outlined for this study is to analyze and propose alternatives for improving the quality of health care services in a health services cooperative located in the extreme south of Brazil. Referring to the methodological processes, we chose a qualitative and quantitative, exploratory and descriptive research carried out by means of a case study. Regarding the data analysis, the SERVQUAL scale was used to measure the quality of the services. It was complemented by the Fuzzy Topsis method, obtaining the ranking of possible alternatives that would aid in improving the quality of the medical services of the cooperative under study. Thus, the results obtained with SERVQUAL showed that all dimensions of quality were out of the ideal, and it was necessary to elaborate alternatives for improvement for each one. In this sense, 3 alternatives were elaborated for each dimension, where the best alternatives were A1, for Tangibility, A3 for reliability, A3 for responsibility, A3 for safety and A2 for empathy.Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPESDiante de constantes mudanças no mercado, cada vez mais é necessário tomar decisões de forma rápida, sabendo que tais atitudes irão impactar positivamente ou negativamente os resultados de uma organização. Quanto aos serviços, denota-se que seu papel na economia brasileira é significativo, sendo responsável por cerca de 73% do PIB nacional (IBGE, 2017). Nesse contexto, a qualidade dos serviços tem sido difundida a ponto de estabelecer que é imprescindível que as empresas prestadoras de serviços, proporcionem a seus clientes, qualidade ideal, suprindo suas necessidades. Partindo dessa premissa, a presente dissertação se estruturou com base na seguinte questão de estudo: De que maneira pode-se melhorar a qualidade dos serviços do plano de saúde de uma cooperativa de serviços médicos utilizando o método SERVQUAL e Fuzzy Topsis? Com a finalidade de responder essa questão, o objetivo geral delineado para o presente estudo é analisar e propor alternativas de melhoria da qualidade dos serviços dos planos de saúde em uma cooperativa de serviços médicos localizada no extremo Sul do Brasil. Referindo-se aos processos metodológicos, optou-se por uma pesquisa de natureza qualitativa e quantitativa, exploratória e descritiva realizada por meio de um estudo de caso. Quanto à análise dos dados utilizou-se a escala SERVQUAL, para mensurar a qualidade dos serviços, sendo complementada pelo método Fuzzy Topsis, obtendo o ranking das possíveis alternativas que auxilie na melhoria da qualidade dos serviços médicos da cooperativa em estudo. Sendo assim, os resultados obtidos com o SERVQUAL, demonstraram que todas as dimensões da qualidade estavam fora do ideal, sendo necessário elaborar alternativas de melhoria para cada um. Nesse sentido, elaborou-se 3 alternativas para cada dimensão, onde a melhores alternativas ficaram, A1 para Tangibilidade, A3 para confiabilidade, A3 para responsabilidade, A3 para segurança e A2 para empatia.Universidade Federal de Santa MariaBrasilEngenharia de ProduçãoUFSMPrograma de Pós-Graduação em Engenharia de ProduçãoCentro de TecnologiaGodoy, Leoni Pentiadohttp://lattes.cnpq.br/7499692835204617Polacinski, Ediohttp://lattes.cnpq.br/9809478917236434Santos, Antônio Vanderlei doshttp://lattes.cnpq.br/8299603681137935Siluk, Julio Cezar Mairessehttp://lattes.cnpq.br/8315298509051752Silva, Deoclécio Junior Cardoso da2018-11-22T21:19:46Z2018-11-22T21:19:46Z2018-03-02info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://repositorio.ufsm.br/handle/1/14908porAttribution-NonCommercial-NoDerivatives 4.0 Internationalhttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessreponame:Manancial - Repositório Digital da UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSM2018-11-23T05:01:14Zoai:repositorio.ufsm.br:1/14908Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufsm.br/ONGhttps://repositorio.ufsm.br/oai/requestatendimento.sib@ufsm.br||tedebc@gmail.comopendoar:2018-11-23T05:01:14Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM)false |
dc.title.none.fl_str_mv |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis Proposal for improving the quality of a medical services cooperative using the servqual method and fuzzy topsis |
title |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
spellingShingle |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis Silva, Deoclécio Junior Cardoso da Qualidade em serviços Gestão de cooperativas Planos de saúde Cooperativa de serviços médicos Fuzzy Topsis Quality in services Cooperative management Health insurance Cooperative of medical services CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
title_full |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
title_fullStr |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
title_full_unstemmed |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
title_sort |
Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis |
author |
Silva, Deoclécio Junior Cardoso da |
author_facet |
Silva, Deoclécio Junior Cardoso da |
author_role |
author |
dc.contributor.none.fl_str_mv |
Godoy, Leoni Pentiado http://lattes.cnpq.br/7499692835204617 Polacinski, Edio http://lattes.cnpq.br/9809478917236434 Santos, Antônio Vanderlei dos http://lattes.cnpq.br/8299603681137935 Siluk, Julio Cezar Mairesse http://lattes.cnpq.br/8315298509051752 |
dc.contributor.author.fl_str_mv |
Silva, Deoclécio Junior Cardoso da |
dc.subject.por.fl_str_mv |
Qualidade em serviços Gestão de cooperativas Planos de saúde Cooperativa de serviços médicos Fuzzy Topsis Quality in services Cooperative management Health insurance Cooperative of medical services CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
topic |
Qualidade em serviços Gestão de cooperativas Planos de saúde Cooperativa de serviços médicos Fuzzy Topsis Quality in services Cooperative management Health insurance Cooperative of medical services CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
Faced with constant changes in the market, it is increasingly necessary to make decisions quickly, knowing that such attitudes will positively or negatively impact the results of an organization. As for services, it is significant that its role in the Brazilian economy is significant, accounting for about 73% of the national GDP (IBGE, 2017). In this context, the quality of services has been disseminated to the point of establishing that it is imperative that service providers provide their customers with an ideal quality, meeting their needs. Based on this premise, the present dissertation was structured based on the following question of study: In what way can one improve the quality of the services of the health plan of a medical services cooperative using the SERVQUAL and Fuzzy Topsis method? In order to answer this question, the general objective outlined for this study is to analyze and propose alternatives for improving the quality of health care services in a health services cooperative located in the extreme south of Brazil. Referring to the methodological processes, we chose a qualitative and quantitative, exploratory and descriptive research carried out by means of a case study. Regarding the data analysis, the SERVQUAL scale was used to measure the quality of the services. It was complemented by the Fuzzy Topsis method, obtaining the ranking of possible alternatives that would aid in improving the quality of the medical services of the cooperative under study. Thus, the results obtained with SERVQUAL showed that all dimensions of quality were out of the ideal, and it was necessary to elaborate alternatives for improvement for each one. In this sense, 3 alternatives were elaborated for each dimension, where the best alternatives were A1, for Tangibility, A3 for reliability, A3 for responsibility, A3 for safety and A2 for empathy. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-11-22T21:19:46Z 2018-11-22T21:19:46Z 2018-03-02 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://repositorio.ufsm.br/handle/1/14908 |
url |
http://repositorio.ufsm.br/handle/1/14908 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Federal de Santa Maria Brasil Engenharia de Produção UFSM Programa de Pós-Graduação em Engenharia de Produção Centro de Tecnologia |
publisher.none.fl_str_mv |
Universidade Federal de Santa Maria Brasil Engenharia de Produção UFSM Programa de Pós-Graduação em Engenharia de Produção Centro de Tecnologia |
dc.source.none.fl_str_mv |
reponame:Manancial - Repositório Digital da UFSM instname:Universidade Federal de Santa Maria (UFSM) instacron:UFSM |
instname_str |
Universidade Federal de Santa Maria (UFSM) |
instacron_str |
UFSM |
institution |
UFSM |
reponame_str |
Manancial - Repositório Digital da UFSM |
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Manancial - Repositório Digital da UFSM |
repository.name.fl_str_mv |
Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM) |
repository.mail.fl_str_mv |
atendimento.sib@ufsm.br||tedebc@gmail.com |
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1805922157395443712 |