2010
DOI: 10.22456/1983-8026.9321
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Confiabilidade em Questionários para Qualidade: Um Estudo com o Coeficiente Alfa de Cronbach

Abstract: O setor de serviços ocupa na sociedade atual um papel de destaque em relação ao setor industrial, uma vez que os produtos industrializados tendem a possuir uma qualidade intrínseca semelhante, tornando o serviço oferecido junto com este produto um importante diferencial competitivo. O setor de serviço também se destaca em empresas que oferecem a sociedade serviços puros, ou seja, não agregados a nenhum outro produto. Dada a importância deste setor, é preciso avaliar se a qualidade dos serviços ofertados esta d… Show more

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Cited by 148 publications
(126 citation statements)
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“…Statistical analysis was performed using the IBM SPSS Statistics program, version 20 (IBM Corp., Armonk, NY, USA). The Cronbach’s alpha coefficient (α> 0.70) evaluated the reliability of the questionnaire, 32 and the Chi-square test was used for associations between variables. The level of significance was established at 5% (p <0.05).…”
Section: Methodsmentioning
confidence: 99%
“…Statistical analysis was performed using the IBM SPSS Statistics program, version 20 (IBM Corp., Armonk, NY, USA). The Cronbach’s alpha coefficient (α> 0.70) evaluated the reliability of the questionnaire, 32 and the Chi-square test was used for associations between variables. The level of significance was established at 5% (p <0.05).…”
Section: Methodsmentioning
confidence: 99%
“…TQM has been honored by many authors, but also criticized by others (3) . However, successful practices with the implementation of this model, being as a whole of partially, are already present in the health and nursing scenario in Brazil (5,7,35) .…”
Section: Discussionmentioning
confidence: 99%
“…Despite criticism regarding the usage of models based on classical and "stiff" administrative theories in health (6) , reasearchers defend the service sector aggregated to a product or not, in a highlight role in this new management model, for the inherited quality concerns of a product usually are the same, and so the offered services comes to be a competitive factor, and therefore it would be indispensable to evaluate its quality (7) .…”
Section: Introductionmentioning
confidence: 99%
“…Regarding the analysis of the internal consistency of the instrument, some authors recommend that the value of the total KR-20 and of the attributes of the questionnaire be greater than or equal to 0.70 [47][48][49], while other authors recommend that this value be within the…”
Section: Plos Onementioning
confidence: 99%