Dimensões da satisfação dos usuários da Estratégia Saúde da Família

Abstract

Objective: The aim was to analyze the explanatory variables of satisfaction of the service quality of the Family Health Strategy. Method: A quantitative study with 353 users of the Family Health Strategy, attended in the eastern zone of the city of Teresina (PI, Brazil). The SERVQUAL scale, filled by an adapted instrument, was used with affirmative sentences and analyzed using multivariate techniques: factorial analysis and multiple regression. Results: The multivariate analysis allowed the reduction of the scale used for five dimensions of the quality of services provided, which accounted for the explanation of 99.7% of the variation of the general index calculated and employed in the multiple regression model. All the assumptions of both techniques were respected. Conclusion: Reliability was the preponderant dimension in the perception of the quality of services and the tested model was validated, making possible its replicas in other empirical contexts and the expansion of its scope.