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SOUZA, Adriano Mendonça; GRIEBELER, Deizi  and  GODOY, Leoni Pentiado. Rendered fisioterapy quality services: expectations and perceptions of customers. Prod. [online]. 2007, vol.17, n.3, pp.435-453. ISSN 0103-6513.

The present study approaches quality in the physiotherapy services rendered through the comparison between expectations and customers' perceptions. The study was developed in a Physiotherapy clinic from Santa Maria's city - RS. SERVQUAL scale composed by twenty two questions was used to evaluate the quality services. Quality perception was higher than expectations in twelve questions. Three questions presented have a similar average behavior between the expectations and perceptions and in seven the expectations were higher than perceptions. Data were also submitted to Multivariate Exploratory Techniques, with the purpose to verify the presence or not of redundant subjects in the SERVQUAL scale adapted to Physiotherapy. Multivariate Exploratory Techniques allowed retreat redundant questions through exclusion criteria. Nine questions were eliminated to the questionnaire without confiability and abrangence loss. This study made possible to detect improvement points in the services rendered by the clinic, furthermore it proposed a SERVQUAL scale with smaller number of questions without significant loss in its representation.

Keywords : Quality; SERVQUAL scale; Physiotherapy; Multivariate analysis; Conglomerate analysis.

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