A PROPOSAL FOR APPLICATION OF SERVQUAL SCALE IN EVALUATING THE PERCEIVED QUALITY IN HEALTH SERVICES PUBLIC: A STUDY ON A EMERGENCY CALL UNIT

Abstract

A relevant question, both theoretical and managerial point of view, is to understand what are the main dimensions that make up the perceived quality of public services. This importance is due to the impact that quality plays in one of the dimensions of sustainable development - the social dimension. Thus, this study proposes a validation and application of the servqual scale in assessing the perceived quality of public services. Although there are many studies that measure the perceived quality of public services, they are rarely those applied in emergency health and emergency services. The data were collected in the survey with two hundred thirtytwo users in order to initially validate the servqual to the reality of public services. Through descriptive statistics, the results showed that of the 22 questions initially applied, only 14 were considered valid by the asymmetry and kurtosis analysis. Based on the results obtained from the application of the scale it was possible to propose improvements analyzing the five variables which showed significant distortions between the expectations of the users and the service performance in the research organization.