Qualidade em serviço público sob a ótica dos usuários: um estudo de caso em uma unidade básica de saúde

Abstract

The research study aimed highlight perceived quality the users the services offered in Lieutenant Basic Tenente Ananias/RN. For this, needed was to conceptualize and contextualize some terms such as quality, service, its features and user satisfaction, in view authors such as Fitzsimmons and FITZSIMMONS (2005), LOVELOCK and WIRTZ (2006), OLIVEIRA (2006), CARVALHO (2005) and BATESON, and HOFFMAN (2003). The literature used shows the possible obstacles found within the health services, as well as the solutions offered by Ministry Health to address them through QualiSUSNetwork, PMAQ and HumanizaSUS. To measure the information obtained was adopted a descriptive and exploratory research using questionnaires based on SERVQUAL, applied object of study unit from 21 September to 02 October 2015. In evaluation results obtained in relation quality dimensions is concluded that users are satisfied with service that is being offered by unit studied, since all dimensions showed high levels for indicators that have been questioned, so their services are offered with quality to match quality with maximum user satisfaction / customer.