ASSESSMENT OF SATISFACTION AMONG SURGICAL CLIENTS OF TEACHING HOSPITALS: ANALYSIS OF TANGIBILITY

Abstract

The present study aimed to assess the degree of satisfactedion of surgical clients of teaching hospitals in Uberaba/Minas Gerais, regarding the tangibility dimension. In the study, 228 clients were interviewed using a sociodemographic questionnaire and an instrument based on the multi-item scale SERVQUAL, whose items 1 to 4 concern the dimension tangibility. Data was collected between July 2013 and February 2014, and analyzed with the SPSS program. Analysis of expectation and perception regarding the tangibility domain showed that clients expect to be treated in a hospital equipped with a modern and adequate physical structure and whose workers maintain a professional well-groomed appearance and where easy-to-understand information is available. The mean values of the gap ranged between -0.31 (s = 1.07) and -0.05 (s = 0.75). The dimension tangibility revealed dissatisfaction, i.e. it did not meet the participants’ expectations regarding tangible objects.

Keywords

• Patient satisfaction
• Quality of health care
• Quality indicators in health care