Qualidade de serviços: uma análise sobre os serviços prestados aos clientes como diferencial competitivo da clínica alpha

Abstract

This study aimed to identify the aspects of services responsible for the preference of customers in the dental clinic of choice in the city of Zé Doca in MA and thus check on the quality of services provided, it was the importance of the topic so that important could be identified factors influencing the preference of customers, we aim in this work to analyze what services are best evaluated in the perception of customers, emphasizing for this result the identification and analysis of services provided as well as suggestions for improvement for the services. The work will be important for the academic society and the organization manager, which may be used the information for application-oriented management, improving customer satisfaction and the quality of services provided. research-based methodological procedures were used applied and quantitative and qualitative analysis, on the use of a questionnaire with closed and open questions, which sought to identify the best services valued by customers in addition to the services that need special attention, as generated little significance analysis, related to quality of services provided by the company. It was observed that some questions were evaluated and compared with the others. The results showed that customers feel satisfied with the dental care services and also the reception of the clinic, because of the technical knowledge, promptness and polite manner in the form of service. It is necessary to suggest some improvements as to the comfort of the clinic as well as the waiting time for the service. Instigating this way, an organizational growth as improve the quality of their services.