Aplicação do método Servqual na área da saúde na cidade de Passos- MG

Abstract

The topic of service management is broad and current, addressing both the quantitative perspective and the Servqual methodology to improve the quality of services. The quantitative approach is based on positivist principles, objectivity and generalization of results, with an emphasis on the researcher's neutrality and the separation between subject and object.
To stand out, institutions must exceed customer expectations and prioritize aspects related to the services they offer, given the growing demands of customers and the ease of access to information. Customer satisfaction is fundamental to the success of service management, and understanding their needs and expectations is essential for loyalty.
This article uses the Servqual methodology to focus on the management of healthcare services in Passos, MG. The general objective is to identify and measure the quality of health services, both public and private, with specific objectives that involve users' behavior and their perception of the health sector in Passos.