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
Título da fonte: Revista da Escola de Enfermagem da USP (Online)
Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0080-62342013000501227
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.
id USP-24_f6b1795798a2b85ec0b04ca26ecee6a2
oai_identifier_str oai:scielo:S0080-62342013000501227
network_acronym_str USP-24
network_name_str Revista da Escola de Enfermagem da USP (Online)
repository_id_str
spelling The use of the quality model of Parasuraman, Zeithaml and Berry in health servicesQuality of health careHealth Services EvaluationPatient satisfactionConsumer satisfactionThis 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.Universidade de São Paulo, Escola de Enfermagem2013-10-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S0080-62342013000501227Revista da Escola de Enfermagem da USP v.47 n.5 2013reponame:Revista da Escola de Enfermagem da USP (Online)instname:Universidade de São Paulo (USP)instacron:USP10.1590/S0080-623420130000500030info:eu-repo/semantics/openAccessPena,Mileide MoraisSilva,Edenise Maria Santos daTronchin,Daisy Maria RizattoMelleiro,Marta Mariaeng2013-12-09T00:00:00Zoai:scielo:S0080-62342013000501227Revistahttp://www.scielo.br/reeuspPUBhttps://old.scielo.br/oai/scielo-oai.php||nursingscholar@usp.br1980-220X0080-6234opendoar:2013-12-09T00:00Revista 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
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
Quality of health care
Health Services Evaluation
Patient satisfaction
Consumer satisfaction
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
dc.subject.por.fl_str_mv Quality of health care
Health Services Evaluation
Patient satisfaction
Consumer satisfaction
topic Quality of health care
Health Services Evaluation
Patient satisfaction
Consumer satisfaction
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 2013-10-01
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=S0080-62342013000501227
url http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0080-62342013000501227
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.1590/S0080-623420130000500030
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 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
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
_version_ 1748936536523538432

Registros relacionados