Qualidade percebida dos serviços prestados de uma clínica odontológica em Palmeira das Missões-RS

Abstract

In order to excel in the competitive market of services, it becomes necessary to understand the customer, his perceptions and expectations about the offered service. Within this scenario, the present study aimed to analyze the perception and expectation of clients of the Odontológica Alfa clinic, in the municipality of Palmeira da Missões-RS, using the SERVQUAL method, to have an overview of the level of satisfaction of its clients regarding services provided. The methodology used for the research is quantitative, developed through a survey survey. For the data collection, 136 questionnaires, of closed questions, were applied based on the SERVQUAL scale, composed of five determinants to measure the quality of the service, which are punctuated by Tangibility, Reliability, Empathy, Service and Security. With a non-probabilistic sample for convenience, the data was treated in Microsoft Excel. The descriptive analysis of the data, using the mean, median and fashion, was applied by a Scores count of all the research constructs (tangibility, reliability, empathy, attendance and safety). To finalize the research, the positive gaps were scored, where it was concluded that the company provides a quality service in the client's vision.