SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review
Introduction: The SERVQUAL model is used to evaluate the quality of services and SERVQHOS to evaluate the perceived quality of hospital care. Objective: To review the most relevant papers related to SERVQUAL and SERVQHOS models during the period 2010-2015. Materials and methods: An exploratory lit...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universidad Nacional de Colombia
2016-10-01
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| Series: | Revista de la Facultad de Medicina |
| Subjects: | |
| Online Access: | https://revistas.unal.edu.co/index.php/revfacmed/article/view/54839 |
| Summary: | Introduction: The SERVQUAL model is used to evaluate the quality of services and SERVQHOS to evaluate the perceived quality of hospital care.
Objective: To review the most relevant papers related to SERVQUAL and SERVQHOS models during the period 2010-2015.
Materials and methods: An exploratory literature review of PubMed, ScienceDirect, SciELO, LILACS and Cochrane data is presented.
Results: Most studies were published between 2012 and 2014, and the most assessed services were hospitalization, nursing care and hemodialysis.
Conclusion: The SERVQHOS model is the most popular in Colombia. |
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| ISSN: | 0120-0011 2357-3848 |