Avaliação dos atributos da qualidade de um centro de material e esterilização odontológico na percepção do aluno por meio da utilização do Modelo Kano

Abstract

Quality is an essential element in the management of Higher Education Institutions (HEIs). In these institutions, students are considered one of the main indicators of success, and the quality of the institution and its reputation in society are directly related to the performance of these future professionals in the job market. The Central Sterile Supply Department (CSSD) is a vital support service for Undergraduate Dentistry Programs, and in this context, students play an active role in the process, being responsible for washing, drying, and packaging instruments used in patient care. Thus, this study aimed to evaluate students' perceptions of the quality of services provided by the Central Sterile Supply Department (CSSD), using the attributes of the SERVQUAL Model adapted to the CSSD and the Kano Model to classify these attributes. The study is outlined as applied research, with an exploratory and descriptive nature and a quantitative approach. Data were collected through a semi-structured questionnaire based on the Kano Model, containing 29 pairs of functional and dysfunctional questions, two open-ended questions at the end, as well as questions related to the student's profile. The data analysis was carried out using the techniques proposed by the Kano Model, resulting in the classification of 22 attributes as "Attractive" and 7 as "One-Dimensional." This classification showed a small difference when evaluated from the perspective of satisfaction and dissatisfaction coefficients, with only 3 attributes classified as "One-Dimensional" and the others as Attractive. The absence of reverse attributes reinforces the idea that the CSSD does not have elements causing dissatisfaction, indicating well-established practices aimed at student satisfaction. The inclusion of open-ended questions allowed for a more holistic and contextualized analysis of student satisfaction. This approach revealed opportunities for improvement that might have gone unnoticed in an analysis restricted to the Kano and SERVQUAL Models, demonstrating the importance of considering multiple perspectives in evaluating the quality of services. It is expected that the results will guide strategic actions and assist in optimizing processes, bringing benefits not only to students but also to the entire academic community and service users.