Qualidade de serviços de saúde, motivações e satisfação de pacientes: o caso da Clínica de Imagem PCA

Abstract

Quality of services is an important aspect for the satisfaction of consumers. Currently, the health segment has been concerned with this issue. The present article had as objective to identify which attributes influence the satisfaction of the clients of the Clínica de Imagem PCA. For this, an exploratory-descriptive research was done, with a qualitative step and a survey. Data collection from the survey had 71 valid respondents. The proposed model was tested using multiple linear regression. In order to increase patient satisfaction of the studied image clinic, of the 6 antecedents proposed, based on Servperf and qualitative research, only tangible aspects and reliability were significant.