Modeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients

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MetadadosDescriçãoIdioma
Autor(es): dc.contributorUniversidade Estadual Paulista (UNESP)-
Autor(es): dc.contributorUniversidade de São Paulo (USP)-
Autor(es): dc.creatorMarcato, João Guilherme-
Autor(es): dc.creatorDa Silva, Hermes Moretti Ribeiro-
Autor(es): dc.creatorLuiz, Octaviano Rojas-
Autor(es): dc.creatorMariano, Enzo Barberio-
Autor(es): dc.creatorParo, Carlos Eduardo-
Data de aceite: dc.date.accessioned2025-08-21T16:03:20Z-
Data de disponibilização: dc.date.available2025-08-21T16:03:20Z-
Data de envio: dc.date.issued2023-07-29-
Data de envio: dc.date.issued2023-07-29-
Data de envio: dc.date.issued2022-12-31-
Fonte completa do material: dc.identifierhttp://dx.doi.org/10.1590/1806-9649-2022v30e10722-
Fonte completa do material: dc.identifierhttp://hdl.handle.net/11449/250036-
Fonte: dc.identifier.urihttp://educapes.capes.gov.br/handle/11449/250036-
Descrição: dc.descriptionThis paper is one of the first to propose a research model to assess the quality and satisfaction perceived by low-income Brazilian patients using public healthcare services, under the moderating effect of perceived crowding. The model was evaluated from data obtained from 417 patients, and its proposed relationships and statistics were tested through Structural Equation Modeling using a Partial Least Squares approach (PLS-SEM). To explore the moderating effect of perceived crowding, the sample was divided into two groups and tested by employing multi-group analysis (MGA). The results show that Reliability, Safety, Tangibles, Empathy and Responsiveness have a positive effect on Perceived Healthcare Quality (PHQ), which, in turn, has a marked effect on patient satisfaction (PS), ergo, PHQ acts as antecedent of PS. However, perceived crowding has no moderating effect on any relationship in the model.-
Descrição: dc.descriptionUniversidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SP-
Descrição: dc.descriptionUniversidade de São Paulo - USP Departamento de Administração, SP-
Descrição: dc.descriptionUniversidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SP-
Idioma: dc.languageen-
Relação: dc.relationGestao e Producao-
???dc.source???: dc.sourceScopus-
Palavras-chave: dc.subjectLow-income patients-
Palavras-chave: dc.subjectPatient satisfaction-
Palavras-chave: dc.subjectPerceived crowding-
Palavras-chave: dc.subjectPublic healthcare-
Palavras-chave: dc.subjectQuality management-
Palavras-chave: dc.subjectService quality-
Título: dc.titleModeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patients-
Título: dc.titleModelando qualidade, satisfação e crowding percebido em saúde pública: um estudo com pacientes brasileiros de baixa-renda-
Tipo de arquivo: dc.typelivro digital-
Aparece nas coleções:Repositório Institucional - Unesp

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