Basic Health Units services quality assessment through Kano and SERVQUAL models

Basic Health Units services quality assessment through Kano and SERVQUAL models

PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service q...

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Bibliographic Details
Published in:Benchmarking : an international journal Vol. 29; no. 9; pp. 2858 - 2880
Main Authors: Lacerda, Anderson Barbosa, Souza, Augusto Sérgio da Silva, Da Silva, Glycia Keylla Lucia, Azevedo, Eduardo H. Malheiros De, Melo, Fagner José Coutinho De
Format: Journal Article
Language:English
Published: Bradford Emerald Publishing Limited 24-11-2022
Emerald Group Publishing Limited
Subjects:
Customer services
Health care
Health services
Hospitals
Literature reviews
Public health
Quality assessment
Quality of service
Questionnaires
Social networks
Strategic management
User satisfaction
Brazil
Basic Health Units
Quality evaluation
Health
Kano model
Unified health system public health
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Summary:PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.Design/methodology/approachThe research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.FindingsThrough the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.Originality/valueThe research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.
ISSN:1463-5771
1758-4094
DOI:10.1108/BIJ-06-2021-0351