Modelagem da satisfação e identificação de atributos de qualidade em serviços radiológicos

Abstract

The general objetive this study is to construct a model for assessing the customer satisfaction in different clinics diagnostic imaging.To achieve the objectives was applied a questionnaire with two surveys which helped to identify the relationships between satisfaction determinants and the identification of quality attributes more important.This study was realized in a clinical diagnostic imaging of Ponta Grossa -Paraná . The results indicate a strong relationship between customer satisfaction, disconfirmation of expectations and perceived quality and observed that the Attendance (29.5%) is considered the most important factor regarding the importance of the attributes, followed by Radiological Service (25.8%), Administrative aspects (23.1%) and finally Environment, furniture and equipment (21.6%) .The main contribution of this job is to propose a model that can help managers of radiological services in improvement customer satisfaction by collaborating with the development and growth of the company.