Adaptation and validation of an instrument with SERVQUAL methodology in teaching clinics and stomatological services

Edith López Ramírez, Alberto Castañón Herrera, María Cristina Sifuentes Valenzuela, Consuelo Flores Yáñez, Leticia Helmes Gómez, Esther Vaillard Jiménez, Rebeca Lucero Rodríguez

Resumen


Objective: Adaptation and validation of an instrument designed to evaluate quality in teaching clinics and stomatological services with SERVQUAL methodology. Material and methods: Descriptive, cross-sectional observational and prospective study validated with alpha Cronbach coeffi cient. Parasuraman, Zeithaml and Berry (P, Z and B) designed an instrument with SERVQUAL methodology; it was applied to a stratifi ed, randomized sample composed of 400 patients coming from teaching clinics and services of the Emeritum Autonomous University of Puebla (BUAP). For manufacture of said sample the following five dimensions proposed by authors were taken into account: tangibility, reliability, response capacity, security and empathy. Results: Instrument reported validity classifiable as excellent, according to an 0.967 alpha Cronbach value for the fi rst part of the instrument corresponding to «expectations», the second part corresponding to «perceptions» rated 0.923. Discussion: Derived from validation through factorial analysis and high indexes obtained with alpha Cronbach index, both parts of the instrument remained without changes. Conclusions: Within the sphere of health services there is a great number of instruments validated to identify the level of satisfaction, nevertheless, each instrument must identify and locate within the dimensions of the selected model processes conducted in services to be evaluated, in order to obtain objective results. Reliability, validity and applicability of the instrument met with aforementioned expectations.

Palabras clave


Quality perception, measurement instrument validation, SERVQUAL, teaching clinics and stomatological and/or dental service.

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DOI: http://dx.doi.org/10.22201/fo.1870199xp.2018.22.2%20Ing.65271


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ISSN: 1870-199X