Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/9377
Autoria: | Martins, A. Crespo de Carvalho, J. Ramos, T. Fael, J. |
Data: | 2015 |
Título próprio: | Assessing obstetrics perceived service quality at a public hospital |
Volume: | 181 |
Paginação: | 414 - 422 |
Título do evento: | 3rd International Conference on Leadership, Technology and Innovation Management |
ISSN: | 1877-0428 |
DOI (Digital Object Identifier): | 10.1016/j.sbspro.2015.04.904 |
Palavras-chave: | Perceived quality assessment Servperf Public Service Case study |
Resumo: | Assessing service quality has become a major issue in the healthcare sector. Although direct evaluation has already taken place, literature is scarce in terms of the impact the distance covered by the user has on perceived service quality. The aim of this study was to assess the influence distance has on perceived service quality when no similar service alternatives are available. The Servperf instrument was used to collect data. All women who delivered babies in autumn 2011 were respondents to the questionnaire. Exploratory analysis was used to test research hypotheses. Cronbach’s alphas were computed to assess internal consistency. Findings show that Assurance is the quality dimension that contributes the most to patients’ perceived service quality and Tangibles is the one that contributes the least. It was also possible to conclude that the distance the patient has to cover to be served and its educational level influence patients’ perception of the service provided. |
Arbitragem científica: | yes |
Acesso: | Acesso Aberto |
Aparece nas coleções: | BRU-CRI - Comunicações a conferências internacionais |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
---|---|---|---|---|
Procedia.pdf | Versão Editora | 339,27 kB | Adobe PDF | Ver/Abrir |
Todos os registos no repositório estão protegidos por leis de copyright, com todos os direitos reservados.