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Measuring the Quality of Health Services Using SERVQUAL: Evidence From Portugal
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Author(s): Ana I. Melo (University of Aveiro, Portugal), Gonçalo Santinha (University of Aveiro, Portugal)and Rita Lima (University of Aveiro, Portugal)
Copyright: 2018
Pages: 19
Source title:
Handbook of Research on Modernization and Accountability in Public Sector Management
Source Author(s)/Editor(s): Graça Maria do Carmo Azevedo (University of Aveiro, Portugal), Jonas da Silva Oliveira (ISCTE – Instituto Universitário de Lisboa, Portugal), Rui Pedro Figueiredo Marques (University of Aveiro, Portugal)and Augusta da Conceição Santos Ferreira (University of Aveiro, Portugal)
DOI: 10.4018/978-1-5225-3731-1.ch014
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Abstract
This chapter discusses the quality of health services in a Portuguese hospital by assessing the level of patient satisfaction, according to several features, using SERVQUAL. Results from a questionnaire, based on SERVQUAL, indicate that perceived healthcare service performance generally falls short of expectations except in the physical elements of service quality (“tangibility”), as opposed to “empathy” and “assurance.” In addition, patients who are more satisfied are females, patients over 65 years old, and those who attended the specialty anesthesiology. The least satisfied are patients aged between 18 and 34 years old and those who attended the specialty women and children.
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