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Revista de la Facultad de Medicina
versión impresa ISSN 0120-0011
Resumen
NUMPAQUE-PACABAQUE, Adriana y ROCHA-BUELVAS, Anderson. SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review. rev.fac.med. [online]. 2016, vol.64, n.4, pp.715-720. ISSN 0120-0011. https://doi.org/10.15446/revfacmed.v64n4.54839.
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.
Palabras clave : Patient satisfaction; Quality Assurance, Health Care; Quality control; Health Services, Hospital Administration (MeSH)..
