Proposta de um framework para avaliação da satisfação de clientes em relação ao ambiente construído no contexto de um provedor de serviços em saúde

Abstract

The demand for healthcare services is influenced by users' choices, and evaluating the quality of built environments in this context, relating it to customer satisfaction, is of significant importance. Thus, the primary objective of this research was to propose a framework for assessing customer satisfaction concerning the built environment in the context of a healthcare service provider. Additionally, overall satisfaction, the possibility of service repurchase and referral to third parties were investigated. To achieve this, a descriptive quantitative survey was implemented, administered to users of the studied service provider. A sample composed of 150 valid cases was analyzed. Data analysis involved descriptive statistics, factor analysis, and multiple linear regression. The results of the factor analysis revealed that attributes (or variables) could be more appropriately grouped into three dimensions or factors: Ambience, Configuration, and Customer Service. This model accounted for 75.11% of the variance in dimensions and attributes related to the built environment that influence customer satisfaction at the clinic. In the multiple linear regression analysis, the relationship between the three dimensions and three dependent variables was examined: Overall Satisfaction, Likelihood of Repurchasing Clinic Services, and Clinic Referral to Third Parties. The dimension with the most significant impact on overall satisfaction of healthcare clinic clients is Customer Service. Configuration also contributes positively, albeit to a lesser extent, while Ambience did not exhibit a significant relationship. Regarding the possibility of service repurchase, Customer Service showed a significant and positive relationship, as did Ambience. Configuration had a less pronounced contribution. The analysis of referrals also revealed that both Ambience and Customer Service were significant. It is perceived that investing in improving customer service, creating a pleasant atmosphere, and ensuring an appropriate facility configuration can enhance overall customer satisfaction and promote retention, loyalty, and the acquisition of new clients through positive referrals. This strategic approach can lead to sustainable growth, credibility, and reputation in the healthcare services market, providing a competitive edge to the company.