Health service quality scale: Brazilian Portuguese translation, reliability and validity

Health service quality scale: Brazilian Portuguese translation, reliability and validity

Author Rocha, Luiz Roberto Martins Autor UNIFESP Google Scholar
Veiga, Daniela Francescato Autor UNIFESP Google Scholar
Rocha e Oliveira, Paulo Google Scholar
Song, Elaine Horibe Google Scholar
Ferreira, Lydia Masako Autor UNIFESP Google Scholar
Institution Universidade Federal de São Paulo (UNIFESP)
Univ Vale Sapucai
IESE Business Sch
AllCells LLC
Abstract Background: the Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. the aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument.Methods: We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson's correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach's alpha coefficient; the intraclass (ICC) and Pearson's correlation coefficients were used for test-retest reliability.Results: One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson's correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. for test-retest reliability, Pearson's correlation coefficient was 0.89 and ICC was 0.90.Conclusions: the culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.
Keywords Patient satisfaction
Psychometrics
Quality of health care
Scales
Language English
Date 2013-01-17
Published in Bmc Health Services Research. London: Biomed Central Ltd, v. 13, 5 p., 2013.
ISSN 1472-6963 (Sherpa/Romeo, impact factor)
Publisher Biomed Central Ltd
Extent 5
Origin http://dx.doi.org/10.1186/1472-6963-13-24
Access rights Open access Open Access
Type Article
Web of Science ID WOS:000315329500001
URI http://repositorio.unifesp.br/handle/11600/35885

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