科研之友
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摘要
objectives: to know the degree of satisfaction of users of a private hospital and the factors involved in this satisfaction, based on the model of parasuraman, zeithaml and berry. methods: a descriptive, exploratory, quantitative study conducted in a private hospital with a sample consisting of 288 users. data collection occurred between april to july 2009, by means of a questionnaire and analysis using descriptive and inferential statistics. results: we identified levels of user satisfaction, and the dimensions with the highest scores: security and reliability, and with lower scores, responsiveness and empathy. the nursing and medical teams had the highest scores. conclusions: there is a need for intervention in the areas of nutrition and initial care. thus, this study provided a multisectoral diagnosis, assisting managers in reviewing the institution%26apos;s clinical and managerial processes.
