Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL

Detalhes bibliográficos
Autor(a) principal: Monteiro,Nicole Jucá
Data de Publicação: 2019
Outros Autores: Amorim,Luana Tainá Lima, Nogueira,Laura Maria Vidal, Rodrigues,Ivaneide Leal Ataíde, André,Suzana Rosa
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Revista Brasileira de Enfermagem (Online)
Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0034-71672019000100118
Resumo: ABSTRACT Objective: To analyze women's perception of the quality of the service provided for colposcopy test in the city of Belém (PA), Brazil. Method: Quantitative-descriptive study on 400 women who underwent Pap test on the public healthcare network, using the Service Quality (SERVQUAL) model. We used the Cronbach's alpha index to measure the reliability of the scale, and data were analyzed by quartiles of the gaps of the dimensions: tangibility, responsiveness, reliability, assurance, and empathy. Results: The assurance dimension, corresponding to the knowledge and courtesy of staff, featured the highest degree of importance to users; and empathy, which corresponds to the staff's concern with women's needs, featured the lower degree. The most expressive negative gaps concerned the structure of services and the attitude of healthcare professionals when collecting the material. Conclusion: All gaps featured negative relationship between what was expected and perceived, expressing dissatisfaction regarding the service.
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spelling Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUALPap testNursing in Community Health CareQuality ControlCervix UteriPrimary Health CareABSTRACT Objective: To analyze women's perception of the quality of the service provided for colposcopy test in the city of Belém (PA), Brazil. Method: Quantitative-descriptive study on 400 women who underwent Pap test on the public healthcare network, using the Service Quality (SERVQUAL) model. We used the Cronbach's alpha index to measure the reliability of the scale, and data were analyzed by quartiles of the gaps of the dimensions: tangibility, responsiveness, reliability, assurance, and empathy. Results: The assurance dimension, corresponding to the knowledge and courtesy of staff, featured the highest degree of importance to users; and empathy, which corresponds to the staff's concern with women's needs, featured the lower degree. The most expressive negative gaps concerned the structure of services and the attitude of healthcare professionals when collecting the material. Conclusion: All gaps featured negative relationship between what was expected and perceived, expressing dissatisfaction regarding the service.Associação Brasileira de Enfermagem2019-02-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S0034-71672019000100118Revista Brasileira de Enfermagem v.72 n.1 2019reponame:Revista Brasileira de Enfermagem (Online)instname:Associação Brasileira de Enfermagem (ABEN)instacron:ABEN10.1590/0034-7167-2018-0331info:eu-repo/semantics/openAccessMonteiro,Nicole JucáAmorim,Luana Tainá LimaNogueira,Laura Maria VidalRodrigues,Ivaneide Leal AtaídeAndré,Suzana Rosaeng2019-03-19T00:00:00Zoai:scielo:S0034-71672019000100118Revistahttp://www.scielo.br/rebenhttps://old.scielo.br/oai/scielo-oai.phpreben@abennacional.org.br||telma.garcia@abennacional.org.br|| editorreben@abennacional.org.br1984-04460034-7167opendoar:2019-03-19T00:00Revista Brasileira de Enfermagem (Online) - Associação Brasileira de Enfermagem (ABEN)false
dc.title.none.fl_str_mv Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
title Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
spellingShingle Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
Monteiro,Nicole Jucá
Pap test
Nursing in Community Health Care
Quality Control
Cervix Uteri
Primary Health Care
title_short Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
title_full Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
title_fullStr Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
title_full_unstemmed Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
title_sort Avaliação do serviço de coleta para exame colpocitológico pela escala SERVQUAL
author Monteiro,Nicole Jucá
author_facet Monteiro,Nicole Jucá
Amorim,Luana Tainá Lima
Nogueira,Laura Maria Vidal
Rodrigues,Ivaneide Leal Ataíde
André,Suzana Rosa
author_role author
author2 Amorim,Luana Tainá Lima
Nogueira,Laura Maria Vidal
Rodrigues,Ivaneide Leal Ataíde
André,Suzana Rosa
author2_role author
author
author
author
dc.contributor.author.fl_str_mv Monteiro,Nicole Jucá
Amorim,Luana Tainá Lima
Nogueira,Laura Maria Vidal
Rodrigues,Ivaneide Leal Ataíde
André,Suzana Rosa
dc.subject.por.fl_str_mv Pap test
Nursing in Community Health Care
Quality Control
Cervix Uteri
Primary Health Care
topic Pap test
Nursing in Community Health Care
Quality Control
Cervix Uteri
Primary Health Care
description ABSTRACT Objective: To analyze women's perception of the quality of the service provided for colposcopy test in the city of Belém (PA), Brazil. Method: Quantitative-descriptive study on 400 women who underwent Pap test on the public healthcare network, using the Service Quality (SERVQUAL) model. We used the Cronbach's alpha index to measure the reliability of the scale, and data were analyzed by quartiles of the gaps of the dimensions: tangibility, responsiveness, reliability, assurance, and empathy. Results: The assurance dimension, corresponding to the knowledge and courtesy of staff, featured the highest degree of importance to users; and empathy, which corresponds to the staff's concern with women's needs, featured the lower degree. The most expressive negative gaps concerned the structure of services and the attitude of healthcare professionals when collecting the material. Conclusion: All gaps featured negative relationship between what was expected and perceived, expressing dissatisfaction regarding the service.
publishDate 2019
dc.date.none.fl_str_mv 2019-02-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0034-71672019000100118
url http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0034-71672019000100118
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.1590/0034-7167-2018-0331
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Associação Brasileira de Enfermagem
publisher.none.fl_str_mv Associação Brasileira de Enfermagem
dc.source.none.fl_str_mv Revista Brasileira de Enfermagem v.72 n.1 2019
reponame:Revista Brasileira de Enfermagem (Online)
instname:Associação Brasileira de Enfermagem (ABEN)
instacron:ABEN
instname_str Associação Brasileira de Enfermagem (ABEN)
instacron_str ABEN
institution ABEN
reponame_str Revista Brasileira de Enfermagem (Online)
collection Revista Brasileira de Enfermagem (Online)
repository.name.fl_str_mv Revista Brasileira de Enfermagem (Online) - Associação Brasileira de Enfermagem (ABEN)
repository.mail.fl_str_mv reben@abennacional.org.br||telma.garcia@abennacional.org.br|| editorreben@abennacional.org.br
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