IDEAS home Printed from https://ideas.repec.org/a/fgv/eaerae/v41y2001i4a37755.html
   My bibliography  Save this article

A qualidade de serviços médicos na perspectiva do cliente

Author

Listed:
  • Urdan, André Torres

Abstract

Health care service quality involves two domains: technical and interpersonal. Patients almost always know very little about the aspects of technical quality, but in general they don’t face difficult evaluating the interpersonal quality. However, in Brazil, it is missing a tool to measure the Quality Experienced by the Patient (QEP). Thus, the goal of this research was to undertake an empirical analysis of the psychometric properties of a scale of QEP regarding the office medical services. The results revealed six factors underlying QEP, comprising the domains of technical and interpersonal quality. About reliability, it seemed adequate in all the scales of the six factors. Finally, concerning validity, it is impressive for five out of six factors. The limitations and implications of the research are also presented.

Suggested Citation

  • Urdan, André Torres, 2001. "A qualidade de serviços médicos na perspectiva do cliente," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 41(4), October.
    • Handle: RePEc:fgv:eaerae:v:41:y:2001:i:4:a:37755
    as

    Download full text from publisher

    File URL: http://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/37755
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:fgv:eaerae:v:41:y:2001:i:4:a:37755. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Núcleo de Computação da FGV EPGE (email available below). General contact details of provider: https://edirc.repec.org/data/eagvfbr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.