Administração de Serviços: aplicação da ServiQual em uma clínica de medicina do trabalho

Abstract

Quality is one of the main differentials for the survival of any organization, this study aims to analyze through Serv which the user's conception of the services provided by an Occupational Medicine Clinic, in a neighborhood located in the city of São Luís, Maranhão. Thus, a basic, descriptive, bibliographical, quantitative case study was carried out, from the perspective of its customers. Initially, in order to support the study, a literature review was carried out whose theory presented the concepts and aspects related to services, service marketing, service quality and in this context, the following problem to be investigated arises: Which factor of dimensions of the ServiQual Quality Scale are most perceived by the clients of an Occupational Medicine Clinic? Data will be collected through non-probabilistic sampling, the collection will be given through questionnaires, made by the free tool Microsoft Forms.