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Texto & Contexto - Enfermagem

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CALIXTO-OLALDE, Maria Gloria et al. SERVQUAL scale: validation in the mexican population. Texto contexto - enferm. [online]. 2011, vol.20, n.3, pp.526-533. ISSN 0104-0707.

A society that increasingly demands quality services increasingly demands service assessment. In health care, patient satisfaction becomes a determining indicator in measuring quality care. Intending to offer a valid and reliable instrument for such nursing service assessment, this study aims to adapt the SERVQUAL scale to the Mexican culture. Cultural and semantic adaptation was performed by four experts in the area, who assessed the conceptual and cultural equivalence of the scale items. The internal consistency of the instrument was assessed through Cronbach's Alpha test, resulting in α=0.74 for the total scale, as well as through factor analysis, in which the five scale dimensions were detected. This demonstrates that the present scale is valid and reliable towards measuring nursing services offered to the Mexican population.

Keywords : Quality of health care; Nursing services; Nursing.

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