Proceedings IJCIEOM – International Joint Conference on Industrial Engineering and Operations Management


ICIEOM2020_FULL_0012_37432

ANTECEDENTS OF CUSTOMER SATISFACTION ? A STUDY IN HEALTH SERVICES


ÁREA: 12. Heathcare Operations Management

RESUMO:
Keeping customers satisfied is a big challenge for companies, both in the public and private sectors. The health sector have great importance in this regard, as customers seek an effective service to solve their personal problems. In this sense, a study was carried out to correlate customer satisfaction according to tangibility, reliability, responsivity, safety and empathy quality attributes. A number of 306 customers were interviewed from different Basic Health Units (BHU) in Aparecida de Goiânia city, Goiás state of Brazil, from January to March of 2019. The quantitative data was treated statistically using discriminant function analysis and the software Statistical Package for Social Sciences (SPSS®) to find correlations between customers? satisfaction and their perceptions referent to quality attributes. Of the 21 independent variables considered in the initial model, five of them were admitted by the stepwise estimation as significant for explaining the health service quality perception model from different Basic Health Units (BHU) in Aparecida de Goiânia city, Goiás state of Brazil. The application of the discriminant function analysis allowed the correct classification of 45.9% of the development sample cases, then it is necessary to perform tests to verify if the generated model can generate good responses as to the perception of the perception of the clients from BHU.

PALAVRAS-CHAVE:
health services, discriminant function analysis, customer satisfaction



DOI: 10.14488/ijcieom2020_full_0012_37432
AUTORES:

AGENOR SOUSA SANTOS NETO
UNIVERSIDADE FEDERAL DE GOIÁS

JÚLIO CESAR VALANDRO SOARES
UNIVERSIDADE FEDERAL DE GOIÁS

VINÍCIUS DE FARIA PAULA
UNIVERSIDADE FEDERAL DE GOIÁS

NAIARA FAIAD SEBBA CALIFE
FEDERAL UNIVERSITY OF GOIÁS






ISSN ENEGEP: 23183349 / ISSN ICIEOM: 23178000


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