摘要：O objetivo deste trabalho foi identificar os atributos específicos de qualidade de servic¸os na percepc¸ão dos clientes de empresas de manutenc¸ão e equipamentos odontológicos, e mensurar os impactos da qualidade geral percebida e da satisfac¸ão na intenc¸ão de recomendar. Para tanto, realizou-se uma pesquisa, um survey online com 154 dentistas, precedida por uma fase exploratório-qualitativa. A análise dos dados revelou que as dimensões empatia e tangíveis foram as mais importantes da qualidade percebida. Além disso, qualidade e satisfac¸ão explicam 82,4% da intenc¸ão dos dentistas recomendarem a marca que lhes presta servic¸os de manutenc¸ão de equipamentos odontológicos.
其他摘要：The purpose of the study was to identify specific attributes of perceived quality of dental equipment maintenance service providers. The authors also wanted to measure the impact of general perceived quality and satisfaction on the intention to recommend the provider. To accomplish these goals, an online survey, which was preceded by a qualitative and exploratory phase, was conducted with 154 dentists. The data analysis showed that Empathy and Tangibles were the most relevant dimensions of perceived quality. Furthermore, perceived general quality and satisfaction explained 82.4% of dentist intention to recommend their dental equipment maintenance service providers.
关键词：Qualidade em servic¸o Satisfac¸ão Recomendac¸ão Marketing de relacionamento Clientes
其他关键词：Quality in service Satisfaction Recommendation Marketing of relationship Customers
