Evaluation of the quality of services through the SERVQUAL model: a case study in a medical clinic of Pau dos Ferros City, Rio Grande do Norte State, Brazil

Authors

DOI:

https://doi.org/10.33448/rsd-v9i8.6427

Keywords:

Services provision; Quality of care; SERVQUAL model.

Abstract

Quality in the provision of health services is an indispensable element for companies, as it seeks to maximize the well-being and satisfaction of the client. In this sense, the evaluation of this service becomes relevant because it allows identifying the weaknesses to be corrected. Thus, the study aims to assess the level of quality of care in a medical clinic in the city of Pau dos Ferros / RN through the application of the SERVQUAL model. This research is characterized as a descriptive, exploratory study, configured as a case study. The SERVQUAL model was used as a research tool, based on the application of 2 questionnaires consisting of 22 questions each, applied to 50 customers. As a result of the research, it was found that the main negative gaps identified are associated with tangibility and responsiveness, in which the absence of parking spaces and the time spent in queues stand out. However, the positive determinants stand out, being reliability, security and empathy. It is important to have a continuous process of monitoring, identifying the causes of the negative points found and adopting adequate mechanisms for improvement.

Author Biographies

Jacob Alves Lima, Universidade do Estado do Rio Grande do Norte

Bachelor of Business Administration from the State University of Rio Grande do Norte - UERN (2019). He currently holds the position of Department Director, in the Tax Management Department, of the City Hall of Ereré.

Gioconda Sunción Acuña, Universidade do Estado do Rio Grande do Norte

Master in Engineering from the Postgraduate Program in Production Engineering at the Federal University of Rio Grande do Norte (2018) as a CAPES fellow; Graduation in Business Administration, from the Federal University of Rio Grande do Norte (2011); Environmental Control Technician by CEFET / RN (2007). Experience and publications in the area of Administration and Production Engineering in the following lines of research: Data Envelopment Analysis (DEA); Organizational management; Carbon Market; Sustainability; and Organizational consulting. Professional experience in consulting companies, in the areas of Process Management, Quality Management, Project Management, having worked in projects to prepare organizations for certification in the ABNT NBR ISO 9001 - Quality Management System, mapping and process improvement , leadership in implementing improvements, in private companies and in the field of public management.

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Published

03/08/2020

How to Cite

LIMA, J. A.; ACUÑA, G. S. Evaluation of the quality of services through the SERVQUAL model: a case study in a medical clinic of Pau dos Ferros City, Rio Grande do Norte State, Brazil. Research, Society and Development, [S. l.], v. 9, n. 8, p. e960986427, 2020. DOI: 10.33448/rsd-v9i8.6427. Disponível em: https://www.rsdjournal.org/index.php/rsd/article/view/6427. Acesso em: 19 apr. 2024.

Issue

Vol. 9 No. 8

Section

Human and Social Sciences

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Copyright (c) 2020 Jacob Alves Lima, Gioconda Sunción Acuña

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