Users satisfaction based on the dimensions of quality of Parasuraman, Zeithaml and Berry

Abstract

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.

Keywords

• Quality of health care, Evaluation of health care, Consumer satisfaction.