The use of the quality model of Parasuraman, Zeithaml and Berry in health services

Detalhes bibliográficos
Autor(a) principal: Pena, Mileide Morais
Data de Publicação: 2013
Outros Autores: Silva, Edenise Maria Santos da, Tronchin, Daisy Maria Rizatto, Melleiro, Marta Maria
Tipo de documento: Artigo
Idioma: eng
por
Título da fonte: Revista da Escola de Enfermagem da USP (Online)
Texto Completo: https://www.revistas.usp.br/reeusp/article/view/78084
Resumo: This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.
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spelling The use of the quality model of Parasuraman, Zeithaml and Berry in health servicesEl empleo del modelo de calidad de Parasuraman, Zeithaml y Berry en los servicios de saludO emprego do modelo de qualidade de Parasuraman, Zeithaml e Berry em servicos de saudeThis is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.Artículo teórico sobre el modelo de evaluación de la calidad en los servicios de salud, propuesto por Parasuraman, Berry y Zheitaml con el fin de medir el grado de satisfacción de los usuarios. Tal modelo está basado en el análisis de las expectativas y percepciones de los usuarios de los servicios de salud, y mide cinco dimensiones: la confiabilidad, la sensibilidad, la intangibilidad, la garantía y la empatía. De la diferencia entre lo que el usuario espera y el servicio ofrece, derivan las lagunas, o vacíos, que pueden ser el principal obstáculo para que los usuarios perciban la prestación de esos servicios con calidad. Se observó que la utilización de la escala psicométrica, llamada Service Qualiy (SERVQUAL), utilizada en algunos estudios de satisfacción, obtuvo resultados bastante favorables en las instituciones en que fue utilizado. Se evidenció la necesidad de mejorar los modelos de evaluación existentes, así como la importancia de medir la satisfacción de los usuarios en las instituciones de salud.Trata-se de um artigo teórico acerca do modelo de avaliação de qualidade em serviços de saúde proposto por Parasuraman, Zheitaml e Berry, a fim de mensurar o grau de satisfação de usuários. Tal modelo baseia-se na análise de expectativas e percepções de usuários de serviços de saúde, por meio de cinco dimensões: tangibilidade, confiabilidade, responsividade, garantia e empatia. Da diferença entre o que é esperado pelo usuário e o serviço oferecido derivam os gaps, ou lacunas, que podem ser o principal obstáculo para que os usuários percebam a prestação desses serviços com qualidade. Observou-se que a utilização da escala psicométrica denominada Service Quality (SERVQUAL), em alguns estudos sobre satisfação, obteve resultados bastante favoráveis nas instituições em que foi empregado. Evidenciou-se a necessidade de aprimorar os modelos de avaliação existentes, bem como a importância de medir a satisfação dos usuários nas instituições de saúde.Universidade de São Paulo. Escola de Enfermagem2013-03-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://www.revistas.usp.br/reeusp/article/view/7808410.1590/reeusp.v47i5.78084Revista da Escola de Enfermagem da USP; v. 47 n. 5 (2013); 1227-1232Revista da Escola de Enfermagem da USP; Vol. 47 No. 5 (2013); 1227-1232Revista da Escola de Enfermagem da USP; Vol. 47 Núm. 5 (2013); 1227-12321980-220X0080-6234reponame:Revista da Escola de Enfermagem da USP (Online)instname:Universidade de São Paulo (USP)instacron:USPengporhttps://www.revistas.usp.br/reeusp/article/view/78084/82144https://www.revistas.usp.br/reeusp/article/view/78084/82145http://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessPena, Mileide MoraisSilva, Edenise Maria Santos daTronchin, Daisy Maria RizattoMelleiro, Marta Maria2014-04-01T19:00:54Zoai:revistas.usp.br:article/78084Revistahttps://www.revistas.usp.br/reeuspPUBhttps://www.revistas.usp.br/reeusp/oai||nursingscholar@usp.br1980-220X0080-6234opendoar:2014-04-01T19:00:54Revista da Escola de Enfermagem da USP (Online) - Universidade de São Paulo (USP)false
dc.title.none.fl_str_mv The use of the quality model of Parasuraman, Zeithaml and Berry in health services
El empleo del modelo de calidad de Parasuraman, Zeithaml y Berry en los servicios de salud
O emprego do modelo de qualidade de Parasuraman, Zeithaml e Berry em servicos de saude
title The use of the quality model of Parasuraman, Zeithaml and Berry in health services
spellingShingle The use of the quality model of Parasuraman, Zeithaml and Berry in health services
Pena, Mileide Morais
title_short The use of the quality model of Parasuraman, Zeithaml and Berry in health services
title_full The use of the quality model of Parasuraman, Zeithaml and Berry in health services
title_fullStr The use of the quality model of Parasuraman, Zeithaml and Berry in health services
title_full_unstemmed The use of the quality model of Parasuraman, Zeithaml and Berry in health services
title_sort The use of the quality model of Parasuraman, Zeithaml and Berry in health services
author Pena, Mileide Morais
author_facet Pena, Mileide Morais
Silva, Edenise Maria Santos da
Tronchin, Daisy Maria Rizatto
Melleiro, Marta Maria
author_role author
author2 Silva, Edenise Maria Santos da
Tronchin, Daisy Maria Rizatto
Melleiro, Marta Maria
author2_role author
author
author
dc.contributor.author.fl_str_mv Pena, Mileide Morais
Silva, Edenise Maria Santos da
Tronchin, Daisy Maria Rizatto
Melleiro, Marta Maria
description This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.
publishDate 2013
dc.date.none.fl_str_mv 2013-03-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistas.usp.br/reeusp/article/view/78084
10.1590/reeusp.v47i5.78084
url https://www.revistas.usp.br/reeusp/article/view/78084
identifier_str_mv 10.1590/reeusp.v47i5.78084
dc.language.iso.fl_str_mv eng
por
language eng
por
dc.relation.none.fl_str_mv https://www.revistas.usp.br/reeusp/article/view/78084/82144
https://www.revistas.usp.br/reeusp/article/view/78084/82145
dc.rights.driver.fl_str_mv http://creativecommons.org/licenses/by-nc/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv http://creativecommons.org/licenses/by-nc/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Universidade de São Paulo. Escola de Enfermagem
publisher.none.fl_str_mv Universidade de São Paulo. Escola de Enfermagem
dc.source.none.fl_str_mv Revista da Escola de Enfermagem da USP; v. 47 n. 5 (2013); 1227-1232
Revista da Escola de Enfermagem da USP; Vol. 47 No. 5 (2013); 1227-1232
Revista da Escola de Enfermagem da USP; Vol. 47 Núm. 5 (2013); 1227-1232
1980-220X
0080-6234
reponame:Revista da Escola de Enfermagem da USP (Online)
instname:Universidade de São Paulo (USP)
instacron:USP
instname_str Universidade de São Paulo (USP)
instacron_str USP
institution USP
reponame_str Revista da Escola de Enfermagem da USP (Online)
collection Revista da Escola de Enfermagem da USP (Online)
repository.name.fl_str_mv Revista da Escola de Enfermagem da USP (Online) - Universidade de São Paulo (USP)
repository.mail.fl_str_mv ||nursingscholar@usp.br
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