Avaliação da qualidade de serviço num serviço de internamento de um hospital público em Lisboa

• Autor(a) principal: Gouveia, Carma Sofia Carvalho
• Data de Publicação: 2015
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/11645
• topic: Qualidade; Saúde; Qualidade de serviço; SERVQUAL; Quality; Healthcare; Service quality

The Quality of healthcare delivered to society has been one of the most present concern by the providers. The aim of this study was to assess the perceived quality by patients of an public health care organization in Lisbon, through the application of the SERVQUAL model of Parasuraman, et al. (1988), which includes the services dimensions: tangibility, reliability, security, responsiveness and empathy, as well as the main criteria that users take into account when assessing the quality of service provided by the hospital. This research was based on analysis of data, a sample of convenience, on a total of 93 respondents admitted at the service under study, between July 1st and September 18th, 2015, which fulfil the criteria for inclusion. SERVQUAL questionnaire was applied to respondents. The sample consisted of 49% of males and 51% females, with an average age of 45 years. Through the Cronbach's Alpha, it was possible to assess the internal consistency of the dimensions. In this context, we conclude that the dimensions of service quality have excellent levels of internal consistency. We conclude that the average values of the expectations of users were slightly higher than their actual perceptions, in all dimensions of service quality. We find that the biggest gap (Perceptions – Expectations) is at the level of Responsiveness, followed by Empathy, Reliability, Security and with the smallest gap of all, the Tangible items. Users assign greater importance to the feature "Ability of the service users to perform the promised service safely and needs" (Safety dimension). For the respondents, the second most important feature for the quality of service is the "availability to help users and give them a quick service". Though, the less important characteristic is the "appearance of the facilities" (Tangibility dimension).