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...
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Universidad Nacional de Colombia
2016-10-01
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| Series: | Revista de la Facultad de Medicina |
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| Online Access: | https://revistas.unal.edu.co/index.php/revfacmed/article/view/54839 |
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doaj-687f55ee5bc64e1b8160c4382fa141b62020-11-24T23:59:33ZengUniversidad Nacional de ColombiaRevista de la Facultad de Medicina0120-00112357-38482016-10-0164471572010.15446/revfacmed.v64n4.5483944907SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature reviewAdriana Numpaque-Pacabaque0Anderson Rocha-Buelvas1Universidad de Boyacá - Sede Tunja - Facultad de Ciencias de la Salud - Instrumentación Quirúrgica - Tunja - Colombia.Fundación Universitaria del Área Andina - Sede Bogotá - Facultad de Salud - Maestría en Salud Pública y Desarrollo Social - Bogotá, D.C. - Colombia.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.https://revistas.unal.edu.co/index.php/revfacmed/article/view/54839Calidad de la atención de saludSatisfacción del pacienteControl de calidadServicios de salud, Administración hospitalaria |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Adriana Numpaque-Pacabaque Anderson Rocha-Buelvas |
| spellingShingle |
Adriana Numpaque-Pacabaque Anderson Rocha-Buelvas SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review Revista de la Facultad de Medicina Calidad de la atención de salud Satisfacción del paciente Control de calidad Servicios de salud, Administración hospitalaria |
| author_facet |
Adriana Numpaque-Pacabaque Anderson Rocha-Buelvas |
| author_sort |
Adriana Numpaque-Pacabaque |
| title |
SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review |
| title_short |
SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review |
| title_full |
SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review |
| title_fullStr |
SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review |
| title_full_unstemmed |
SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review |
| title_sort |
servqual and servqhos models for the evaluation of quality of health services: a literature review |
| publisher |
Universidad Nacional de Colombia |
| series |
Revista de la Facultad de Medicina |
| issn |
0120-0011 2357-3848 |
| publishDate |
2016-10-01 |
| description |
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. |
| topic |
Calidad de la atención de salud Satisfacción del paciente Control de calidad Servicios de salud, Administración hospitalaria |
| url |
https://revistas.unal.edu.co/index.php/revfacmed/article/view/54839 |
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