Satisfação de colaboradores e clientes de estruturas residenciais para idosos
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2016-08-01
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O aumento do número de idosos e o entendimento de que as estruturas residenciais para idosos são uma das opções para estas pessoas são uma realidade. Sabemos que, tanto a satisfação dos colaboradores como a dos clientes influencia o bom funcionamento destas organizações. A garantia da qualidade dos serviços prestados por vezes não é a desejada, ressentindo-se nos clientes. Neste sentido, torna-se relevante saber tanto o grau de satisfação dos colaboradores como a os clientes que prestam o seu serviço nestas organizações, bem como a identificação dos fatores que influenciam ambos os graus de satisfação. Este tipo de investigação torna possível a contribuição de propostas de ações para aperfeiçoar a qualidade do serviço a prestar aos clientes por parte dos colaboradores.
O enquadramento teórico abordou definições como envelhecimento, estruturas residenciais para idosos, satisfação do colaborador e satisfação do cliente. A investigação empírica assentou num estudo exploratório, descritivo, correlacional e transversal, de natureza quantitativa. A análise descritiva e inferencial recaiu sobre as variáveis de um questionário aplicado aos colaboradores e aos clientes de treze estruturas residenciais para idosos do distrito de Viseu, que aborda, primeiramente, questões sociodemográficas e organizacionais e, posteriormente, questões de avaliação do grau de satisfação. Aos clientes ainda foi avaliada a dependência através do Índice de Barthel. Totalizam 204 colaboradores e 381 clientes.
Os resultados evidenciam que os colaboradores valorizam mais as relações com as entidades superiores, o seu próprio posto de trabalho e o meio em que se inserem e mostram menor satisfação na interação com os colegas e com a sua remuneração. Os fatores que influenciam o seu grau de satisfação são o estado civil, os anos de serviço, o vencimento e a razão principal que o (a) levou a trabalhar na organização. Os clientes dizem valorizar mais o ambiente que os circunda, a confiança confiada a eles bem como o relacionamento com os que os rodeiam. Quanto aos fatores que influem o seu grau de satisfação destacam-se o género, o estado civil, a permanência na organização, de quem partiu a iniciativa para ir para a organização e a participação nas atividades culturais da organização.
The increasing number of old people and the understanding that the residential structures for the elderly are one of the options for these people are part of the reality. We know that both employees’ and customers’ satisfaction influence the proper functioning of these organizations. Sometimes the quality of services is not the desired one, and the clients feel it. Concerning this, it becomes relevant to know the degree of satisfaction both of customers and employees who offer their services in these organizations, as well as the identification of aspects that influence them. This kind of research makes possible the contribution of suggested actions to improve the quality of services provided to customers by employees. The theoretical environment addressed concepts such as ageing, residential structures for the elderly, employees’ and customers’ satisfaction. Empirical research was based on an exploratory, descriptive, correlational, cross-sectional, and quantitative study. The descriptive and inferential analysis focused on the variables of a questionnaire applied to employees and customers of the thirteen residential structures for the elderly in the district of Viseu, which deals with social, demographic and organizational issues and, subsequently, questions of evaluation of the degree of satisfaction. Customers’ dependence was further analysed through the Barthel Index, in a total of 204 employees and 381 customers. The results show that employees appreciate relations with the higher authorities, their own jobs and the environment in which they work, and show less satisfaction in interacting with peers and with their payment. The factors that influence their degree of satisfaction are marital status, the years of service, the salary and the main reasons that have led them to work in the organization. Customers say they give more importance to the surrounding environment, the confidence, and the relationship with those around them. The prevailing factors that influence the degree of satisfaction are gender, marital status, period of stay in the organization, who had the initiative to go to the organization and the participation in the cultural activities of the organization.
The increasing number of old people and the understanding that the residential structures for the elderly are one of the options for these people are part of the reality. We know that both employees’ and customers’ satisfaction influence the proper functioning of these organizations. Sometimes the quality of services is not the desired one, and the clients feel it. Concerning this, it becomes relevant to know the degree of satisfaction both of customers and employees who offer their services in these organizations, as well as the identification of aspects that influence them. This kind of research makes possible the contribution of suggested actions to improve the quality of services provided to customers by employees. The theoretical environment addressed concepts such as ageing, residential structures for the elderly, employees’ and customers’ satisfaction. Empirical research was based on an exploratory, descriptive, correlational, cross-sectional, and quantitative study. The descriptive and inferential analysis focused on the variables of a questionnaire applied to employees and customers of the thirteen residential structures for the elderly in the district of Viseu, which deals with social, demographic and organizational issues and, subsequently, questions of evaluation of the degree of satisfaction. Customers’ dependence was further analysed through the Barthel Index, in a total of 204 employees and 381 customers. The results show that employees appreciate relations with the higher authorities, their own jobs and the environment in which they work, and show less satisfaction in interacting with peers and with their payment. The factors that influence their degree of satisfaction are marital status, the years of service, the salary and the main reasons that have led them to work in the organization. Customers say they give more importance to the surrounding environment, the confidence, and the relationship with those around them. The prevailing factors that influence the degree of satisfaction are gender, marital status, period of stay in the organization, who had the initiative to go to the organization and the participation in the cultural activities of the organization.
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Dissertação de Mestrado em Gestão dos Serviços de Saúde
Palavras-chave
Estruturas residenciais para idosos , Distrito de Viseu (Portugal) , Satisfação do cliente , Satisfação do colaborador , Qualidade dos serviços , Serviços de saúde