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Authors
Advisor(s)
Abstract(s)
O aumento da esperança média de vida alterou o paradigma de vida das sociedades
ocidentais. Muitos idosos vivem mais de 85 anos, a já chamada 4ª idade, e precisam
cada vez mais de respostas sociais adequadas às suas necessidades, numa época em que
as famílias se desresponsabilizam gradualmente dos cuidados aos seniores.
As respostas sociais mais conhecidas no nosso país são Instituições com denominações
de Misericórdias, Lares Privados, Fundações e Instituições Particulares de Solidariedade
Social (IPSS), que têm vindo a assumir um papel de cada vez mais relevância na
sociedade.
Este estudo procurou saber se estas Instituições estão capazes de alcançar a satisfação
dos seus residentes. Considerámos que a satisfação era passível de ser medida através de
dois construtos, nomeadamente a Servqual (adaptada ao modelo ServPerf) para a
Qualidade dos serviços prestados e a Qualidade de Vida da investigadora Rosaline
Kane.
Para que esta pesquisa fosse o mais fidedigna possível optamos por inquirir os
residentes de Instituições para Seniores. A recolha dos dados aconteceu através de
questionários presenciais em 17 das 20 Instituições que em 2012 eram referenciadas na
Carta Social, para o concelho de Viseu, e foram realizados durante dois meses.
A análise dos resultados deste estudo permitiu perceber alguns dados estatísticos da
população residente em Lares de Idosos no concelho e qual a perceção que os mesmos
têm relativa à satisfação das suas necessidades.
Com este estudo procuramos ajudar as Direções e Corpos Gerentes das Instituições a
melhor avaliarem e valorizarem o tipo de serviços que disponibilizam e a atenção às
necessidades sentidas pelos residentes, nomeadamente no que respeita a dimensões
como a sua Dignidade.
Conhecer o que cada cliente valoriza e o que sente falta pode transformar-se numa
vantagem competitiva para estas organizações.
ABSTRACT: The increase of lifetime has changed the pattern of life in modern societies. Many seniors live more than 85 years, now called the 4th age, and need increasingly social responses appropriate to their needs, at a time when families are gradually disclaim for seniors care. In our country social responses are more known in denominations of Charitable Institutions, Private Homes, Foundations and Particulars Institutions of Social Solidarity (IPSS), which have assumed a role of increasing importance in society. This study try to find if these institutions are able to achieve the satisfaction of its residents. We believe that satisfaction was likely to be measured by two constructs, namely SERVQUAL (adapted to SERVPERF model) for quality of services and the Quality of Life of researcher Rosaline Kane. For this research were the most reliable possible we chose to ask residents at institutions for Seniors. Data collection occurred through presencial questionnaires in 17 of the 20 institutions that in 2012 were referenced in the Social Charter, to the municipality of Viseu, and were held for two months. The results of this study enabled us some statistics of the population residing in Nursing Homes in the region and the perception that they have on the satisfaction of their needs. With this study we seek to help Directors of institutions to better assess and enhance the type of services they provide and the right attention to the needs felt by residents, in particular with regard to dimensions as their dignity. Knowing what clients demand, what they want and miss the most might be a great competitive vantage for those organizations.
ABSTRACT: The increase of lifetime has changed the pattern of life in modern societies. Many seniors live more than 85 years, now called the 4th age, and need increasingly social responses appropriate to their needs, at a time when families are gradually disclaim for seniors care. In our country social responses are more known in denominations of Charitable Institutions, Private Homes, Foundations and Particulars Institutions of Social Solidarity (IPSS), which have assumed a role of increasing importance in society. This study try to find if these institutions are able to achieve the satisfaction of its residents. We believe that satisfaction was likely to be measured by two constructs, namely SERVQUAL (adapted to SERVPERF model) for quality of services and the Quality of Life of researcher Rosaline Kane. For this research were the most reliable possible we chose to ask residents at institutions for Seniors. Data collection occurred through presencial questionnaires in 17 of the 20 institutions that in 2012 were referenced in the Social Charter, to the municipality of Viseu, and were held for two months. The results of this study enabled us some statistics of the population residing in Nursing Homes in the region and the perception that they have on the satisfaction of their needs. With this study we seek to help Directors of institutions to better assess and enhance the type of services they provide and the right attention to the needs felt by residents, in particular with regard to dimensions as their dignity. Knowing what clients demand, what they want and miss the most might be a great competitive vantage for those organizations.
Description
Dissertação de Mestrado em Marketing Research
Keywords
Instituições para Seniores Idosos Qualidade de Serviços Qualidade de Vida Satisfação
Citation
Publisher
Instituto Politécnico de Viseu. Escola Superior de Tecnologia e Gestão de Viseu