NASCIMENTO, Manoel Henrique Reis2024-08-212024-08-212023-06-05CESCONETO, Fernando da S. Metodologia fuzzy aplicada na avaliação da qualidade dos serviços hospitalares. Estudo de caso em um hospital do Amazonas. 2023. 72 fls. Dissertação (de mestrado em Engenharia, Gestão de Processos, Sistemas e Ambiental) - Instituto de Tecnologia e Educação Galileo da Amazônia (ITEGAM), Manaus, 2023.https://rigalileo.itegam.org.br/handle/123456789/90There is currently an important challenge for hospital companies, which is to offer their services with the highest quality to their customers. And 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, if you guarantee in the market, you have an unknown, to evaluate the quality of services to monitor the quality of service according to the expectations of your customers, thereby creating competitive advantages. In this context, the private hospital in Manaus is with an interest in measuring its quality, placing itself as an object of study, in order to know: the quality of the services offered by the Hospital in the view of the clients, identifying the relevant positive and negative aspects for that the Hospital can act more precisely on the points that allow it to achieve excellence in customer service and acquire more competitiveness. This reality dictates the need to create effective methods to meet the demand for quality in hospital services. In response, the purpose of this study arises to create a quality assessment model using the Fuzzy inference system, based on the studies by Parasuraman, Zeithaml and Berry, in 1994, who developed the SERVQUAL scale, an efficient instrument to assess the quality of services with evaluative diagnosis of quality that are important and followed until today. For this, a model was developed to evaluate the quality of private hospital services in Manaus. The questionnaire was used as data collection techniques, as determined by the SERVQUAL scale, which generated variables that were used for Fuzzy Inference in the Matlab R16 Student software. 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.pdf.QualidadeServqualFuzzyMetodologia HospitalarDissertação1.03.00.00-7 Ciência da Computação