Responsiveness and satisfaction in SUS: an analysis of the micro region of Lavras – Minas Gerais


  • Arlete Aparecida Abreu Professor at IFMG - Formiga. Phd in Business and Management
  • Luiz Marcelo Antonialli Universidade Federal de Lavras



The objective of this work was to evaluate the quality of the public health service provided in the context of the Medical Care Networks in the Lavras (MG) micro region. 84 interviews were conducted with 84 people involved in the service delivery process and the subsequent adaptation of the Servperf scale. The new tool was applied to 321 users from three belonging municipalities. The data was analyzed with exploratory factor analysis and multiple regression analysis. It is shown that the perception of quality in health services, in this context, can be measured through seven dimensions, showing as the strongest predictors of satisfaction.


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2020-08-16 — Updated on 2020-09-10


How to Cite

Abreu, A. A., & Antonialli, L. M. . (2020). Responsiveness and satisfaction in SUS: an analysis of the micro region of Lavras – Minas Gerais . Dimensión Empresarial, 18(3). (Original work published August 16, 2020)