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Previous issue date: 2006-05-19 / This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index / Esta disserta??o demonstra conceitos e modelos relacionados ? mensura??o da satisfa??o de clientes, avan?ando em particular pela avalia??o da satisfa??o de pacientes do setor ambulatorial de um hospital localizado na cidade de Natal-RN. Para tanto, foram entrevistados 251 pacientes. A metodologia aplicada envolveu uma fundamenta??o te?rica a partir do estudo de trabalhos anteriores, da abordagem de iniciativas governamentais e da observa??o de sistemas de gest?o que buscam a excel?ncia e necessitam de informa??es a respeito da percep??o do cliente em rela??o ? satisfa??o. S?o abordados alguns ?ndices nacionais de satisfa??o de clientes, sendo aplicado o modelo noruegu?s nesta disserta??o. A utiliza??o desta modelagem, juntamente com as an?lises de regress?o m?ltipla, produziu resultados que demonstram que para os entrevistados a avalia??o do atendimento realizado pelo m?dico, os resultados da consulta, a facilidade de acesso aos servi?os de sa?de quando ? necess?rio e o apoio e a tranq?ilidade oferecidos pelo hospital s?o os aspectos que mais influenciam a satisfa??o com a institui??o. Assim, essa disserta??o contribui em estudos que busquem um modelo conceitual para a avalia??o dos fatores que afetam a satisfa??o de clientes, e que podem resultar no desenvolvimento de um ?ndice nacional de satisfa??o de clientes
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/14979 |
| Date | 19 May 2006 |
| Creators | Barbosa, Leonar Tiago |
| Contributors | CPF:00907736750, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4784139P6, Marques J?nior, S?rgio, CPF:12345018801, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4799609U9, Idrogo, Aur?lia Altemira Acun?, CPF:23761539487, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4783354T2, Ramos, Rubens Eug?nio Barreto |
| Publisher | Universidade Federal do Rio Grande do Norte, Programa de P?s-Gradua??o em Engenharia de Produ??o, UFRN, BR, Estrat?gia; Qualidade; Gest?o Ambiental; Gest?o da Produ??o e Opera??es |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
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