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

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dc.contributor.authorMarcato, João Guilherme [UNESP]
dc.contributor.authorDa Silva, Hermes Moretti Ribeiro [UNESP]
dc.contributor.authorLuiz, Octaviano Rojas [UNESP]
dc.contributor.authorMariano, Enzo Barberio [UNESP]
dc.contributor.authorParo, Carlos Eduardo
dc.contributor.institutionUniversidade Estadual Paulista (UNESP)
dc.contributor.institutionUniversidade de São Paulo (USP)
dc.date.accessioned2023-07-29T16:16:00Z
dc.date.available2023-07-29T16:16:00Z
dc.date.issued2023-01-01
dc.description.abstractThis 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.en
dc.description.affiliationUniversidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SP
dc.description.affiliationUniversidade de São Paulo - USP Departamento de Administração, SP
dc.description.affiliationUnespUniversidade Estadual Paulista - UNESP Departamento de Engenharia de Produção, SP
dc.identifierhttp://dx.doi.org/10.1590/1806-9649-2022v30e10722
dc.identifier.citationGestao e Producao, v. 30.
dc.identifier.doi10.1590/1806-9649-2022v30e10722
dc.identifier.issn1806-9649
dc.identifier.issn0104-530X
dc.identifier.scopus2-s2.0-85161261499
dc.identifier.urihttp://hdl.handle.net/11449/250036
dc.language.isoeng
dc.relation.ispartofGestao e Producao
dc.sourceScopus
dc.subjectLow-income patients
dc.subjectPatient satisfaction
dc.subjectPerceived crowding
dc.subjectPublic healthcare
dc.subjectQuality management
dc.subjectService quality
dc.titleModeling quality, satisfaction and perceived crowding in public healthcare: A study with low-income Brazilian patientsen
dc.titleModelando qualidade, satisfação e crowding percebido em saúde pública: um estudo com pacientes brasileiros de baixa-rendapt
dc.typeArtigo
unesp.departmentEngenharia de Produção - FEBpt

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Bauru - FEB - Faculdade de Engenharia