A Satisfação Dos Usuários Quanto Aos Serviços Prestados Em Uma Unidade Básica De Saúde (Ubs) Em Marabá-Pa Através Da Ferramenta Servqual

Gama, Eliani da Silva; Jesus, Luanna Gomes de; Santos, Iêdo Souza; Pontes, Alex Silva; Lima, Jardson Guilherme Paixão

doi:10.14488/enegep2019_tn_sto_293_1656_37747

Cited by 2 publications

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“…In the Souza et al (2020), Andrade et al (2019) and Barbosa Junior et al (2018) the Reliability dimension were considered as a critical priority. The study by Gama et al (2019), Smith and Smith (2018) and Souza et al (2018) highlighted the critical priority in the Responsiveness dimension. These two dimensions Reliability (66%) and Responsiveness (65%) were the ones that obtained the highest percentage values in the one-dimensional classification when the dimensions were analyzed globally (Table 10).…”

Section: Resultsmentioning

confidence: 99%

“…It is noteworthy that users rated the overall quality as median, that is, they are neither satisfied nor dissatisfied. BIJ 29,9 Gama et al (2019) used the SERVQUAL model to assess the quality of services provided by UBS in the city of Marab a/Par a in the view of users. The research sample consisted of 94 users of UBSs.…”

Section: Quality In Servicementioning

confidence: 99%

“…Gama et al (2019) used the SERVQUAL model to assess the quality of services provided by UBS in the city of Marabá/Pará in the view of users. The research sample consisted of 94 users of UBSs.…”

Section: Literature Reviewmentioning

confidence: 99%

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Basic Health Units services quality assessment through Kano and SERVQUAL models

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Souza

Silva

et al. 2021

BIJ

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PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.Design/methodology/approachThe research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.FindingsThrough the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.Originality/valueThe research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.

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Section: Resultsmentioning

confidence: 99%

Section: Quality In Servicementioning

confidence: 99%

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Basic Health Units services quality assessment through Kano and SERVQUAL models

Lacerda

Souza

Silva

et al. 2021

BIJ

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Utilização do SERVQUAL para avaliação da qualidade dos serviços prestados nas UBS

Cruz

Melo

Sobral

2022

Exacta

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Este artigo tem por objetivo avaliar a qualidade dos serviços prestados nas Unidades Básicas de Saúde (UBSs) do município de em Salgueiro – Pernambuco, utilizando o modelo SERVQUAL atrelado a Teoria dos conjuntos Fuzzy. Foram avaliados 22 atributos da qualidade ligados as dimensões tangibilidade, confiabilidade, empatia, segurança e presteza. No período de outubro de 2020 e maio de 2021 foram coletados 105 questionários. Os dados mostraram que as dimensões destacadas com prioridade crítica que merecem mais atenção foram tangibilidade (atributo 4: ambiente atraente e bem localizado), confiabilidade (atributo 8: atendimento concluído no tempo prometido e atributo 9 informações confiáveis e seguras) e presteza (atributo 18: atenciosidade e resolução de problemas, atributo 19: funcionamento em bom horário e atributo 22: necessidades dos clientes atendidas), configurando as dimensões que precisam de mais investimentos a fim de mitigar os problemas presentes nas Unidades Básicas de Saúde. Os resultados demonstram que as UBSs não possuem uma boa estrutura física para atendimento, além de não passarem confiança e agilidade na execução dos serviços. Além disso, os responsáveis não estão comprometidos com a excelência no atendimento e não possuem preocupação com as necessidades de quem procurou as unidades. A partir das análises foi possível identificar os atributos essenciais na avaliação do consumidor quanto aos serviços e o delineamento dos fatores mais relevantes para eles, o que permite concentração dos esforços e enfoque maior dos gestores dessas unidades nas necessidades reais do objeto do seu atendimento.

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A Satisfação Dos Usuários Quanto Aos Serviços Prestados Em Uma Unidade Básica De Saúde (Ubs) Em Marabá-Pa Através Da Ferramenta Servqual

Cited by 2 publications

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Basic Health Units services quality assessment through Kano and SERVQUAL models

Basic Health Units services quality assessment through Kano and SERVQUAL models

Utilização do SERVQUAL para avaliação da qualidade dos serviços prestados nas UBS

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