Proposta para melhoria da qualidade de uma cooperativa de serviços médicos utilizando o método servqual e fuzzy topsis

Abstract

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.