Dimensional structure of the satisfaction of Family Health users

Abstract

The study aims to analyze the dimensional structure of the instrument SERVQUAL, used to measure the satisfaction of users of public health services at the basic attention. A quantitative study, conducted through surveys anwered by 353 users of the Family Health Strategy. The participants were: female (71.7%); aged 31 to 40 years (30.9%) and who completed High School education (43.3%). In the model adjustment analysis, the results were unsatisfactory for the established criteria. A new model was suggested given the specific context of the public health presenting inadequateresults for all criteria. The results were satisfactory for convergent and discriminatory validity. The study implicates an indication of a new adjusted model, to comprehend the satisfaction of users of the family health, that should tested in future nursing and public health studies with more in-depth analyses, discussing the findings of this study to consolidate a new analytical instrument.