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Title:
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BUSINESS INTELLIGENCE APPLICATION IN ADAPTATION OF SERVQUAL SCALE AT BRAZILIAN HEALTH SYSTEM |
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Author(s):
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Galba Freire Moita, Claudio Gonçalves Bernardo, Juliana Caetana da Costa and Danilo Afonso de Azevedo |
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ISBN:
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978-989-8533-74-6 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2018 |
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Edition:
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Single |
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Keywords:
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Business Intelligence, Servqual Scale, User Satisfaction, Health Quality, Brazilian Health System |
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Type:
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Full Paper |
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First Page:
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77 |
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Last Page:
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86 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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In a world where data is what most matter, which generate information and knowledge and can be a basis for new strategies, methodologies for its collection, manipulation, transformation and visualization enable diagnoses, solutions to help users perceptions of a system in relation of quality of provided services. This research presents a way of extracting knowledge of specialists and users through the cross-cultural adaptation of Servqual Scale, which resulted in the instrument Quality Saúde (Health quality in portuguese) of measuring expectation and perception from users of Brazilian health system (SUS), measuring their satisfaction. Data were extracted from a relational database in order to be consulted in an organized way, quickly and mainly without unnecessary use of repeated data, bringing integrity. Data were manipulated and transformed using a BI tool, which allowed visualization in an analytical and synthetic way, being able to be analyzed in a micro (small samples of data) and macro (large samples of data), facilitating decision making process, proposing improvements, making diagnoses, proposing solutions. |
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