Fuzzy Methodology Applied in the Evaluation of the Quality of Hospital Services. Case Study in a Hospital in Amazonas.

Abstract

Currently, there is an important challenge for hospital companies, which is to offer their services with the highest quality to their customers. Meeting this demand requires more efforts from public or private organizations to provide quality services offered to customers who are more demanding and interested not only in cost but in the quality of the product or service offered. Therefore, guaranteeing in the market a way to evaluate the quality of services to monitor the quality of service according to customer expectations is essential to create competitive advantages. In this context, a private hospital in Manaus was chosen as the object of study, aiming to know the quality of the services offered by the hospital from the customers' perspective, identifying the relevant positive and negative aspects so that the hospital can act more precisely on the points that enable it to achieve excellence in customer service and acquire more competitiveness. For this, a model was developed to evaluate the quality of private hospital services using the Fuzzy inference system, based on the SERVQUAL scale developed by Parasuraman, Zeithaml, and Berry in 1994. The results made it possible to evaluate the quality of customer service, which reached an index of 82.7%, thus identifying the level of customer satisfaction, highlighting the negative points, essential information for managers to implement appropriate improvements.