Evaluation of the quality of health services with the servqual and servperf models in different countries. A systematic review

This paper has as its main objective to analyze the behavior of the servperf and servqual instruments in quality-related dimensions, identifying the most significant gap that arises as a result of the review of quality characteristics. This descriptive-narrative systematic review study demonstrates a comparison of the results of Colombia with those of 22 other countries. It uses the main dimensions of the servqual and servperf instruments, comprising tangible aspects such as security, reliability, responsiveness, and empathy, identifying the variables that affect users' perceived quality. The dimension that affects the quality of health services nationally and internationally is tangible elements, with 39%. There is a common dimension across all countries that is well perceived by users in favor of the security of the knowledge of the personnel who provide health services. This dimension represents 0% of the variables that affect health quality, regardless of the fact that this variable is evident within the selected data. On the other hand, the variable with the largest gap in user satisfaction with tangible elements at the national and international levels, at 39%, is tangible elements. Constituting the negative perception score, this measures how service nouns are perceived, such as technology, visible communication, and others.