Abstract
This study investigates patient satisfaction perceptions in occupational health clinics, based on the SERVPERF model and structural equation modeling (PLS-SEM). The research employed a quantitative approach applied to 154 participants through a structured questionnaire using a 7-point Likert scale, distributed to the human resources departments of companies located in Greater Vitória, Espírito Santo State, Brazil. Results indicated that factors such as tangibility, reliability, responsiveness, and assurance positively influence patient satisfaction, whereas empathy had no significant effect. The proposed model explains 17.4% of the variability in satisfaction, suggesting potential for future improvements. The research contributes to the field of quality management in healthcare services by validating the SERVPERF model in this context, while offering practical recommendations to enhance user experience and organizational loyalty
Published Version
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