Impacto das experiências emocionais na satisfação dos clientes : um estudo em consultorios médicos

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

The competitive environment of the health sector has led to increased interest in the factors involved in patient satisfaction. The objective of the present study was to measure patient satisfaction and to identify emotions evoked during private medical consultations in order to verify the existence of a relation between the two variables. The investigation was exploratory-descriptive, qualitative and quantitative, and involved a survey with interviews and the application of questionnaires to a sample of 375 gynecological patients. The study found that there is a high level of satisfaction among the study subjects and that emotions are indeed evoked. Furthermore, it was observed that 10% of the variation in satisfaction could be attributed to emotions. A weak but direct association was observed between satisfaction and cheerful emotions, while a weak inverse association was observed between satisfaction and unhappy emotions.

ASSUNTO(S)

administracao de empresas satisfaÇÃo do consumidor - dissertaÇÕes

ACESSO AO ARTIGO

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