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......
Key Word:Occupational health, SERVPERF, patient satisfaction, structural equation modeling
[1] Abdullah, F. (2006), “Measuring Service Quality In Higher Education: Hedperf Versus SERVPERF”, Marketing Intelligence And Planning, Vol. 24 No. 1, Pp. 31-47.
[2] Abdullah, F. (2006), “Measuring Service Quality In Higher Education: Hedperf Versus SERVPERF”, Marketing Intelligence And Planning, Vol. 24 No. 1, Pp. 31-47.
[3] Andronikidis, A. And Bellou, V. (2010), “Verifying Alternative Measures Of The Service-Quality Construct: Consistencies And Contradictions”, Journal Of Marketing Management, Vol. 26 No. 5, Pp. 570-587.
[4] Andronikidis, A. And Bellou, V. (2010), “Verifying Alternative Measures Of The Service-Quality Construct: Consistencies And Contradictions”, Journal Of Marketing Management, Vol. 26 No. 5, Pp. 570-587.
[5] Biresaw, H., Mulugeta, H., Endalamaw, A., Yesuf, N. N., & Alemu, Y. (2021). Patient Satisfaction Towards Health Care Services Provided In Ethiopian Health Institutions: A Systematic Review And Meta-Analysis. Health Services Insights, 14, 11786329211040689..