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Abstract

TARGANSKI, Rafael; TINOCO, Maria Auxiliadora Cannarozzo  and  RIBEIRO, José Luis Duarte. Satisfaction modeling and identification of quality attributes in dental services. Prod. [online]. 2012, vol.22, n.4, pp. 751-765.  Epub May 29, 2012. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132012005000033.

This article presents the construction of a satisfaction model and the identification and ranking of the attributes that affect quality perception of dental service customers. In order to achieve the objectives, two surveys were applied, enabling to identify (i) significant relationships between satisfaction determinants and (ii) the hierarchy of quality attributes. The main contribution of the article is the proposition of a model that helps managers of dental services in their search for quality improvement and customer satisfaction, contributing for companies' development and research in the services sector.

Keywords : Customer Satisfaction; Perceived Quality; Dental Services.

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