title: [The use of the quality model of Parasuraman, Zeithaml and Berry in health services].
abstract: This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.
authors.affiliation: Universidade de São Paulo, São PauloSP, Brazil.
authors.forename: Mileide Morais
authors.initials: MM
authors.lastname: Pena
authors.affiliation: Universidade de São Paulo, São PauloSP, Brazil.
authors.forename: Edenise Maria Santos
authors.initials: EM
authors.lastname: da Silva
authors.affiliation: Universidade de São Paulo, São PauloSP, Brazil.
authors.forename: Daisy Maria Rizatto
authors.initials: DM
authors.lastname: Tronchin
authors.affiliation: Universidade de São Paulo, São PauloSP, Brazil.
authors.forename: Marta Maria
authors.initials: MM
authors.lastname: Melleiro
mesh_terms: D006801:Humans; D008962:Models, Theoretical; D011785:Quality Assurance, Health Care