Abstract
This work aims to offer an explanation of the service quality components that have an effect on health public institutions user satisfaction. The study focuses only on first level clinics. First, through an exploratory examination, in which the attention process was analyzed, 32 service quality attributes were detected. A structured questionnaire was designed in order to measure perceived attribute performance and satisfaction, as well as to conduct interviews with users. A sample of n=600 users of three different health public institutions were conformed. To assess the effect of service quality attributes over user´s satisfaction, two types of analysis were carried out: six regression models and two structural models are presented. Medicine delivery perceived quality and doctor service perceived quality were the latent variables with the higher effect over user satisfaction. Other latent variables were also significant, such as: clinical analyses perceived quality and facilities perceived quality. Latent variables such as nurse service perceived quality and pharmacy staff service perceived quality did not have a significant effect over satisfaction.
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