Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry
The aim of this study was to assess the satisfaction of users of the hospital, based on the dimensions of quality of Parasuraman, Zeithaml and Berry: Reliability, Responsiveness, Assurance, Empathy and Tangibility. The study occurred in a private hospital, a small one. The population consisted of 71...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universidade Federal Fluminense, Escola de Enfermagem Aurora de Afonso Costa
2009-08-01
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| Series: | Online Brazilian Journal of Nursing |
| Subjects: | |
| Online Access: | http://www.objnursing.uff.br/index.php/nursing/article/view/2403 |
| _version_ | 1797722299890139136 |
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| author | Marta Maria Melleiro Wilma Batista Cruz |
| author_facet | Marta Maria Melleiro Wilma Batista Cruz |
| author_sort | Marta Maria Melleiro |
| collection | DOAJ |
| description | The aim of this study was to assess the satisfaction of users of the hospital, based on the dimensions of quality of Parasuraman, Zeithaml and Berry: Reliability, Responsiveness, Assurance, Empathy and Tangibility. The study occurred in a private hospital, a small one. The population consisted of 71 users. Data were collected in the period from March to August 2007, through a questionnaire. It was observed that the dimensions were more relevant assurance (95.9%) and reliability (95.7%), followed by empathy (95%), responsiveness (93%) and tangibility (88%). Therefore, it is believed that the interrelation of binomial of user satisfaction and dimensions of quality, developed in this study, can contribute to welfare and managerial changes that made necessary. |
| first_indexed | 2024-03-12T09:46:35Z |
| format | Article |
| id | doaj.art-de34642aa61343d285972a70a37dff84 |
| institution | Directory Open Access Journal |
| issn | 1676-4285 |
| language | English |
| last_indexed | 2024-03-12T09:46:35Z |
| publishDate | 2009-08-01 |
| publisher | Universidade Federal Fluminense, Escola de Enfermagem Aurora de Afonso Costa |
| record_format | Article |
| series | Online Brazilian Journal of Nursing |
| spelling | doaj.art-de34642aa61343d285972a70a37dff842023-09-02T12:55:19ZengUniversidade Federal Fluminense, Escola de Enfermagem Aurora de Afonso CostaOnline Brazilian Journal of Nursing1676-42852009-08-0182Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and BerryMarta Maria MelleiroWilma Batista CruzThe aim of this study was to assess the satisfaction of users of the hospital, based on the dimensions of quality of Parasuraman, Zeithaml and Berry: Reliability, Responsiveness, Assurance, Empathy and Tangibility. The study occurred in a private hospital, a small one. The population consisted of 71 users. Data were collected in the period from March to August 2007, through a questionnaire. It was observed that the dimensions were more relevant assurance (95.9%) and reliability (95.7%), followed by empathy (95%), responsiveness (93%) and tangibility (88%). Therefore, it is believed that the interrelation of binomial of user satisfaction and dimensions of quality, developed in this study, can contribute to welfare and managerial changes that made necessary.http://www.objnursing.uff.br/index.php/nursing/article/view/2403Quality of health care, Evaluation of health care, Consumer satisfaction. |
| spellingShingle | Marta Maria Melleiro Wilma Batista Cruz Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry Online Brazilian Journal of Nursing Quality of health care, Evaluation of health care, Consumer satisfaction. |
| title | Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry |
| title_full | Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry |
| title_fullStr | Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry |
| title_full_unstemmed | Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry |
| title_short | Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry |
| title_sort | users satisfaction based on the dimensions of quality of parasuraman zeithaml and berry |
| topic | Quality of health care, Evaluation of health care, Consumer satisfaction. |
| url | http://www.objnursing.uff.br/index.php/nursing/article/view/2403 |
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