Advertisement

Descriptive Evaluation in Public Healthcare Services

  • Júlio Cesar Valandro SoaresEmail author
  • Agenor Sousa Santos Neto
  • Vinicius de Faria Paula
Conference paper
  • 17 Downloads
Part of the Lecture Notes on Multidisciplinary Industrial Engineering book series (LNMUINEN)

Abstract

Customer satisfaction and quality is highly important for organizational survival. So measure and evaluate the quality offered by service providers is important while research purpose as well as to companies which intend to improve their services. Regarding to service quality and services management in healthcare sector is observed that this sector has attracted significant research attention in recent years. Thus, this paper aim to describe and analyse the customers’ expectations and perceptions levels related to the public healthcare service as well as identify the most important attributes of these services from customer´s views. To achieve the results, a questionnaire was applied to 320 users of the public healthcare service in Aparecida de Goiânia city, Goiás state, Brazil. A Likert scale of 5 points was used to measure expectations and perceptions of the public healthcare service´s users. The quantitative data were treated statistically, especially referent the customers’ expectations and perceptions levels. It was obtained parameters inherent to descriptive statistic, particularly measures of central tendency and dispersion. After that, it was identified the gaps between users’ expectations and perception levels to each attribute. The Cronbach’s Alpha coefficient was calculated in order to estimate the scale reliability. The data referent to the importance level, to each attribute/construct, was calculated based on customers´ opinions. One can conclude that in general the customers are unsatisfied with the public healthcare service, mainly referent the attending/responsivity construct and that the most important constructs are attending/responsivity and reliability.

Keywords

Satisfaction Customers Public Healthcare services 

References

  1. 1.
    Dey, P.K., Hariharan, S., Brookes, N.: Managing healthcare quality using logical framework analysis. Manag. Serv. Qual. 16(2), 203–222 (2006)CrossRefGoogle Scholar
  2. 2.
    Borges, A.M.M., Duarte, M.M.P., Coelho, W.G., Bezerra, E.D.: Avaliação de qualidade em serviços de saúde: uma revisão integrativa. Revista Rede de Cuidados 10(1), 1–10 (2017)Google Scholar
  3. 3.
    Camargo, W.: Controle da qualidade total. IFPR, Curitiba (2011)Google Scholar
  4. 4.
    Prodanov, C.C., Freitas, H.C.: Metodologia do Trabalho Científico: Métodos e Técnicas da pesquisa e do trabalho acadêmico. Rio Grande do Sul (2013)Google Scholar
  5. 5.
    Guimarães, T.A.A.: Nova administração pública e a abordagem da competência. Revista de Administração Pública 34(3), 125–140 (2000)Google Scholar
  6. 6.
    Campos, F., Negromonte, R., Castro, F.: Service quality in public health clinics: perceptions of users and health professionals. Int. J. Health Care Qual. Assur. 30(8), 680–692 (2017)CrossRefGoogle Scholar
  7. 7.
    Soares, J.C.V., Silva, V.A.G., Souza, M.A., Dias, G.V.S., Lima, N.C.R.: Qualidade em serviços de saúde: desenvolvimento de uma escala. In: Proceedings of the XXXV Encontro Nacional de Engenharia de Produção, ENEGEP 2015, pp. 1–29. Press (2015)Google Scholar
  8. 8.
    Soares, J.C.V., Praxedes, L.M.S., Miranda, L.G., Moura, F.H.S., Oliveira, A.M.: Avaliação dos serviços de saúde de Aparecida de Goiânia (GO) – Um estudo descritivo. In: Proceedings of the XXXVIII Encontro Nacional de Engenharia de Produção, ENEGEP 2018. Press (2018)Google Scholar
  9. 9.
    Borges, J.B.C., Carvalho, S.M.R., Silva, M.A.M.: Qualidade do serviço prestado aos pacientes de cirurgia cardíaca do Sistema Único de Saúde-SUS. Braz. J. Cardiovasc. Surg. 25(2), 172–182 (2010)CrossRefGoogle Scholar
  10. 10.
    Kotler, P., Keller, K.L.: Administração de Marketing. Pearson, São Paulo (2018)Google Scholar
  11. 11.
    Stefano, N.M., Godoy, L.P.: Analisando a Percepção dos Clientes e Gerentes de uma Organização Prestadora de Serviços. Iberoam. J. Ind. Eng. 1(2), 119–135 (2009)Google Scholar
  12. 12.
    Culiberg, B., Rojšek, I.: Identifying service quality dimensions as antecedents to customer satisfaction in retail banking. EBR 12(3), 151–166 (2010)Google Scholar
  13. 13.
    Larson, R., Farber, B.: Estatística Aplicada. Pearson, São Paulo (2016)Google Scholar
  14. 14.
    Pimentel-Gomes, F.: Curso de Estatística Experimental. ESALQ, Piracicaba (2009)Google Scholar
  15. 15.
    Shimakura, S.: Bioestatística http://leg.ufpr.br/~shimakur/CE055/ce055.html. Accessed 25 June 2019
  16. 16.
    Malhotra, N.K.: Pesquisa de mercado: uma orientação aplicada. Bookman, Porto Alegre (2019)Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Federal University of GoiásAparecida de GoiâniaBrazil
  2. 2.Pontifical Catholic University of GoiásGoiâniaBrazil

Personalised recommendations