Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients
Autor(a) principal: | |
---|---|
Data de Publicação: | 2023 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UNESP |
Texto Completo: | http://dx.doi.org/10.1590/1806-9649-2022v30e10722 http://hdl.handle.net/11449/250036 |
Resumo: | This paper is one of the first to propose a research model to assess the quality and satisfaction perceived by low-income Brazilian patients using public healthcare services, under the moderating effect of perceived crowding. The model was evaluated from data obtained from 417 patients, and its proposed relationships and statistics were tested through Structural Equation Modeling using a Partial Least Squares approach (PLS-SEM). To explore the moderating effect of perceived crowding, the sample was divided into two groups and tested by employing multi-group analysis (MGA). The results show that Reliability, Safety, Tangibles, Empathy and Responsiveness have a positive effect on Perceived Healthcare Quality (PHQ), which, in turn, has a marked effect on patient satisfaction (PS), ergo, PHQ acts as antecedent of PS. However, perceived crowding has no moderating effect on any relationship in the model. |
id |
UNSP_0db40ccaf71016505c22f32f2d95cc14 |
---|---|
oai_identifier_str |
oai:repositorio.unesp.br:11449/250036 |
network_acronym_str |
UNSP |
network_name_str |
Repositório Institucional da UNESP |
repository_id_str |
2946 |
spelling |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patientsModelando qualidade, satisfação e crowding percebido em saúde pública: um estudo com pacientes brasileiros de baixa-rendaLow-income patientsPatient satisfactionPerceived crowdingPublic healthcareQuality managementService qualityThis paper is one of the first to propose a research model to assess the quality and satisfaction perceived by low-income Brazilian patients using public healthcare services, under the moderating effect of perceived crowding. The model was evaluated from data obtained from 417 patients, and its proposed relationships and statistics were tested through Structural Equation Modeling using a Partial Least Squares approach (PLS-SEM). To explore the moderating effect of perceived crowding, the sample was divided into two groups and tested by employing multi-group analysis (MGA). The results show that Reliability, Safety, Tangibles, Empathy and Responsiveness have a positive effect on Perceived Healthcare Quality (PHQ), which, in turn, has a marked effect on patient satisfaction (PS), ergo, PHQ acts as antecedent of PS. However, perceived crowding has no moderating effect on any relationship in the model.Universidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SPUniversidade de São Paulo - USP Departamento de Administração, SPUniversidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SPUniversidade Estadual Paulista (UNESP)Universidade de São Paulo (USP)Marcato, João Guilherme [UNESP]Da Silva, Hermes Moretti Ribeiro [UNESP]Luiz, Octaviano Rojas [UNESP]Mariano, Enzo Barberio [UNESP]Paro, Carlos Eduardo2023-07-29T16:16:00Z2023-07-29T16:16:00Z2023-01-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://dx.doi.org/10.1590/1806-9649-2022v30e10722Gestao e Producao, v. 30.1806-96490104-530Xhttp://hdl.handle.net/11449/25003610.1590/1806-9649-2022v30e107222-s2.0-85161261499Scopusreponame:Repositório Institucional da UNESPinstname:Universidade Estadual Paulista (UNESP)instacron:UNESPengGestao e Producaoinfo:eu-repo/semantics/openAccess2024-06-28T13:17:55Zoai:repositorio.unesp.br:11449/250036Repositório InstitucionalPUBhttp://repositorio.unesp.br/oai/requestopendoar:29462024-08-05T14:45:09.155365Repositório Institucional da UNESP - Universidade Estadual Paulista (UNESP)false |
dc.title.none.fl_str_mv |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients Modelando qualidade, satisfação e crowding percebido em saúde pública: um estudo com pacientes brasileiros de baixa-renda |
title |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
spellingShingle |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients Marcato, João Guilherme [UNESP] Low-income patients Patient satisfaction Perceived crowding Public healthcare Quality management Service quality |
title_short |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
title_full |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
title_fullStr |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
title_full_unstemmed |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
title_sort |
Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients |
author |
Marcato, João Guilherme [UNESP] |
author_facet |
Marcato, João Guilherme [UNESP] Da Silva, Hermes Moretti Ribeiro [UNESP] Luiz, Octaviano Rojas [UNESP] Mariano, Enzo Barberio [UNESP] Paro, Carlos Eduardo |
author_role |
author |
author2 |
Da Silva, Hermes Moretti Ribeiro [UNESP] Luiz, Octaviano Rojas [UNESP] Mariano, Enzo Barberio [UNESP] Paro, Carlos Eduardo |
author2_role |
author author author author |
dc.contributor.none.fl_str_mv |
Universidade Estadual Paulista (UNESP) Universidade de São Paulo (USP) |
dc.contributor.author.fl_str_mv |
Marcato, João Guilherme [UNESP] Da Silva, Hermes Moretti Ribeiro [UNESP] Luiz, Octaviano Rojas [UNESP] Mariano, Enzo Barberio [UNESP] Paro, Carlos Eduardo |
dc.subject.por.fl_str_mv |
Low-income patients Patient satisfaction Perceived crowding Public healthcare Quality management Service quality |
topic |
Low-income patients Patient satisfaction Perceived crowding Public healthcare Quality management Service quality |
description |
This paper is one of the first to propose a research model to assess the quality and satisfaction perceived by low-income Brazilian patients using public healthcare services, under the moderating effect of perceived crowding. The model was evaluated from data obtained from 417 patients, and its proposed relationships and statistics were tested through Structural Equation Modeling using a Partial Least Squares approach (PLS-SEM). To explore the moderating effect of perceived crowding, the sample was divided into two groups and tested by employing multi-group analysis (MGA). The results show that Reliability, Safety, Tangibles, Empathy and Responsiveness have a positive effect on Perceived Healthcare Quality (PHQ), which, in turn, has a marked effect on patient satisfaction (PS), ergo, PHQ acts as antecedent of PS. However, perceived crowding has no moderating effect on any relationship in the model. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-07-29T16:16:00Z 2023-07-29T16:16:00Z 2023-01-01 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://dx.doi.org/10.1590/1806-9649-2022v30e10722 Gestao e Producao, v. 30. 1806-9649 0104-530X http://hdl.handle.net/11449/250036 10.1590/1806-9649-2022v30e10722 2-s2.0-85161261499 |
url |
http://dx.doi.org/10.1590/1806-9649-2022v30e10722 http://hdl.handle.net/11449/250036 |
identifier_str_mv |
Gestao e Producao, v. 30. 1806-9649 0104-530X 10.1590/1806-9649-2022v30e10722 2-s2.0-85161261499 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Gestao e Producao |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
Scopus reponame:Repositório Institucional da UNESP instname:Universidade Estadual Paulista (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
Repositório Institucional da UNESP |
collection |
Repositório Institucional da UNESP |
repository.name.fl_str_mv |
Repositório Institucional da UNESP - Universidade Estadual Paulista (UNESP) |
repository.mail.fl_str_mv |
|
_version_ |
1808128413122166784 |