Modeling satisfaction in radiology services - Jovani Taveira de Souza - Bog

The overall aim of this study is to build a model for assessing customer satisfaction in different diagnostic imaging clinics. In order to achieve the objectives, a questionnaire was applied with two surveys that enabled the relationships between the determinants of satisfaction to be identified and the most important quality attributes to be identified. This study was carried out in a diagnostic imaging clinic in Ponta Grossa - Paraná. The results obtained indicate a strong relationship between customer satisfaction, disconfirmation of expectations and perceived quality and it can be seen that Customer Service (29.5%) is considered the most important factor in terms of the importance of attributes, followed by Radiological Service (25.8%), Administrative Aspects (23.1%) and lastly Environment, furniture and equipment (21.6%). The main contribution of this work is the proposal of a model that can help radiology service managers to improve customer satisfaction, collaborating with the development and growth of the company.