Avaliação da qualidade dos serviços prestados: um estudo no laboratório de análises clínicas CEMED em Currais Novos/RN
The objective of this work is to verify the level of quality of services provided by the Cemed Laboratory, through the perception and expectation of customers (patients), using the SERVQUAL model. In this context, the research focused on developing a bibliographic research with theoretical and histo...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
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Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/43546 |
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| Resumo: | The objective of this work is to verify the level of quality of services provided by the Cemed Laboratory, through the perception and expectation of customers (patients), using the SERVQUAL model. In this context, the research focused on developing a bibliographic research with theoretical and historical studies on the theme, developing a field study, applying questionnaires to company customers who voluntarily made available to participate in the research, totaling thirty (30 ) participants. In the survey, it was possible to verify that the 31 years of experience in the Curraisnovense market were extremely important to build trust, service credibility and remain active in the area of services provided, however, after analyzing the results, focus on some improvements for guarantee a better satisfaction to its customers, as shown in the results. |
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