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Modélisation de la satisfaction dans les services de radiologie

Modélisation de la satisfaction dans les services de radiologie


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About the Book

L'objectif global de cette étude est de construire un modèle d'évaluation de la satisfaction des clients dans différentes cliniques d'imagerie diagnostique. Pour atteindre les objectifs, un questionnaire a été appliqué avec deux enquêtes qui ont permis d'identifier les relations entre les déterminants de la satisfaction et d'identifier les attributs de qualité les plus importants. Cette étude a été réalisée dans une clinique d'imagerie diagnostique à Ponta Grossa - Paraná. Les résultats obtenus indiquent une forte relation entre la satisfaction du client, la disconfirmation des attentes et la qualité perçue et on peut constater que le Service Client (29,5%) est considéré comme le facteur le plus important en termes d'importance des attributs, suivi par le Service Radiologique (25,8%), les Aspects Administratifs (23,1%) et enfin l'Environnement, le mobilier et l'équipement (21,6%). La principale contribution de ce travail est la proposition d'un modèle qui peut aider les gestionnaires de services radiologiques à améliorer la satisfaction des clients, en collaborant au développement et à la croissance de l'entreprise.


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Product Details
  • ISBN-13: 9786207175956
  • Publisher: KS Omniscriptum Publishing
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Weight: 141 gr
  • ISBN-10: 6207175956
  • Publisher Date: 19 Feb 2024
  • Height: 229 mm
  • No of Pages: 52
  • Spine Width: 3 mm
  • Width: 152 mm


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