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

Revista da Escola de Enfermagem da USP

Mileide Morais Pena¹  Edenise Maria Santos Da Silva¹  Daisy Maria Rizatto Tronchin¹  Marta Maria Melleiro¹ 

关键词: Quality of health care;    Health Services Evaluation;    Patient satisfaction;    Consumer satisfaction;    Calidad de la atencion de salud;    Evaluacion de Servicios de Salud;    Satisfaccion del paciente;    Satisfaccion de los consumidores;    Qualidade da assistencia a saude;    Avaliacao de Servicos de Saude;    Satisfacao do paciente;    Satisfacao dos consumidores;   

DOI  :  10.1590/S0080-623420130000500030

来源: SciELO

【 摘 要 】

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.

【 授权许可】

CC BY   
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