VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE

Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was m...

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Autores principales: Gallardo-Ferrada, Amanda, Reynaldos-Grandón, Katiuska Lidice, Molina-Muñoz, Yerko
Formato: Artículo revista
Lenguaje:Español
Publicado: Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC 2017
Materias:
Administración
Satisfacción del paciente
Calidad de servicio
Administration
Patient´s Satisfaction
Quality of Service
Acceso en línea:https://revistas.unc.edu.ar/index.php/RSD/article/view/17702
Aporte de:
Revista de Salud Pública de Universidad Nacional de Córdoba
id I10-R360-article-17702
record_format ojs
institution Universidad Nacional de Córdoba
institution_str I-10
repository_str R-360
container_title_str Revista de Salud Pública
language Español
format Artículo revista
topic Administración
Satisfacción del paciente
Calidad de servicio
Administration
Patient´s Satisfaction
Quality of Service
spellingShingle Administración
Satisfacción del paciente
Calidad de servicio
Administration
Patient´s Satisfaction
Quality of Service
Gallardo-Ferrada, Amanda
Reynaldos-Grandón, Katiuska Lidice
Molina-Muñoz, Yerko
VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
topic_facet Administración
Satisfacción del paciente
Calidad de servicio
Administration
Patient´s Satisfaction
Quality of Service
author Gallardo-Ferrada, Amanda
Reynaldos-Grandón, Katiuska Lidice
Molina-Muñoz, Yerko
author_facet Gallardo-Ferrada, Amanda
Reynaldos-Grandón, Katiuska Lidice
Molina-Muñoz, Yerko
author_sort Gallardo-Ferrada, Amanda
title VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
title_short VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
title_full VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
title_fullStr VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
title_full_unstemmed VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
title_sort validation of a service performance scale in a toxicology center from chile
description Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was made up of 180 users who required telephone information in a three-month period. Internal consistency of the instrument was determined using Cronbach´s alpha (?). Construct validity was assessed by exploratory factor analysis. Results: Factor analysis yield a 6-factor structure and showed that some items tend to blend among dimensions. When determining reliability for the dimensions we obtained: reliability, ?= 0.678; responsibility, ?=0.852; assurance, ?=0.878 and empathy, ?=0.887. Service provided by CITUC professionals was given the maximum score when assessed by users. Conclusions: SERVPERF scale gets adequate reliability levels; thus, the instrument has consistency and stability. Further analysis of construct validity would be interesting since empirical evidence is not consistent with theoretical evidence.
publisher Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC
publishDate 2017
url https://revistas.unc.edu.ar/index.php/RSD/article/view/17702
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first_indexed 2024-09-03T22:26:30Z
last_indexed 2025-05-10T05:21:31Z
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spelling I10-R360-article-177022025-04-03T12:06:20Z VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE Validación de la escala Service Performance en un Centro Toxicológico de Chile VALIDAÇÃO DA ESCALA SERVICE PERFORMANCE EM UM CENTRO TOXICOLÓGICO DE CHILE Gallardo-Ferrada, Amanda Reynaldos-Grandón, Katiuska Lidice Molina-Muñoz, Yerko Administración Satisfacción del paciente Calidad de servicio Administration Patient´s Satisfaction Quality of Service Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was made up of 180 users who required telephone information in a three-month period. Internal consistency of the instrument was determined using Cronbach´s alpha (?). Construct validity was assessed by exploratory factor analysis. Results: Factor analysis yield a 6-factor structure and showed that some items tend to blend among dimensions. When determining reliability for the dimensions we obtained: reliability, ?= 0.678; responsibility, ?=0.852; assurance, ?=0.878 and empathy, ?=0.887. Service provided by CITUC professionals was given the maximum score when assessed by users. Conclusions: SERVPERF scale gets adequate reliability levels; thus, the instrument has consistency and stability. Further analysis of construct validity would be interesting since empirical evidence is not consistent with theoretical evidence. Objetivo: evaluar la validez de constructo y confiabilidad de la escala SERVPERF en los usuarios que solicitan información vía telefónica al Centro de Información Toxicológica de la Pontificia Universidad Católica de Chile (CITUC). Metodología: estudio de validación de instrumento para servicio telefónico. La muestra fueron 180 usuarios que solicitaron información telefónica en un periodo de tres meses. Se determinó la consistencia interna del instrumento mediante Alfa de Cronbach (?). La validez de constructo fue evaluada mediante análisis factorial exploratorio. Resultados: el análisis factorial, arrojó una estructura de 6 factores y se evidenció que algunos ítems tienden a mezclarse entre las dimensiones. Al determinar confiabilidad se obtuvo para la dimensión de: confiabilidad, ?= 0,678; responsabilidad, ?=0,852; seguridad, ?=0,878 y empatía, ?=0,887. Los usuarios evaluaron con puntaje máximo la atención brindada por los profesionales del CITUC. Conclusiones: la escala SERVPERF obtiene niveles adecuados de confiabilidad por lo que el instrumento tiene consistencia y estabilidad. Interesante es avanzar más en análisis de validez de constructo ya que la evidencia empírica no es consistente con la teórica. Objetivo: Determinar a validade do modelo e a confiabilidade da escala SERVPERF em usuários solicitando informações pelo telefone ao Centro de Informação Toxicológica da Pontifícia Universidade Católica do Chile (CITUC). Metodologia: estudo de validação de instrumentos para atendimento telefônico. A amostra abrange 180 usuários que solicitaram informações telefônicas em um período de três meses. A consistência interna do instrumento foi determinada pelo Alfa de Cronbach (?). A validade do modelo foi avaliada pela análise fatorial exploratória. Resultados: a análise fatorial, mostrou uma estrutura de 6 fatores e evidenciou que alguns itens tendem a se misturar entre as dimensões. Ao determinar a confiabilidade foi obtida ? = 0,678 para a dimensão de: confiabilidade,; responsabilidade, ? = 0,852; segurança, ? = 0,878 e empatia, ? = 0,887. Os usuários avaliaram com uma pontuação máxima a atenção prestada pelos profissionais do CITUC. Conclusões: a escala SERVPERF obtém níveis adequados de confiabilidade, de modo que o instrumento tem consistência e estabilidade. Interessante é avançar mais na análise da validade do modelo pois a evidência empírica não é consistente com a teórica. Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC 2017-12-15 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.unc.edu.ar/index.php/RSD/article/view/17702 10.31052/1853.1180.v21.n3.17702 Revista de Salud Pública; Vol. 21 Núm. 3 (2017): Revista de Salud Publica; 13-21 1852-9429 1853-1180 10.31052/1853.1180.v21.n3 spa https://revistas.unc.edu.ar/index.php/RSD/article/view/17702/18779 Derechos de autor 2017 Universidad Nacional de Córdoba https://creativecommons.org/licenses/by-nc/4.0

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