Open Access Open Badges Research article

Health service quality scale: Brazilian Portuguese translation, reliability and validity

Luiz Roberto Martins Rocha1, Daniela Francescato Veiga12, Paulo Rocha e Oliveira3, Elaine Horibe Song4 and Lydia Masako Ferreira1*

Author Affiliations

1 Plastic Surgery Post-graduation Program, Universidade Federal de São Paulo, Rua Napoleão de Barros, 715/4º andar, 04024-900, São Paulo, São Paulo, Brazil

2 Division of Plastic Surgery, Department of Surgery, Universidade do Vale do Sapucaí, Avenida Prefeito Tuany Toledo, 470, 37550-000, Pouso Alegre, Minas Gerais, Brazil

3 IESE Business School, Avinguda de Pearson, 21, 08034, Barcelona, Spain

4 AllCells LLC, 5858 Horton Street, Emeryville, CA, 94608, USA

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BMC Health Services Research 2013, 13:24  doi:10.1186/1472-6963-13-24

Published: 17 January 2013



The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument.


We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson’s correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach’s alpha coefficient; the intraclass (ICC) and Pearson’s correlation coefficients were used for test-retest reliability.


One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson’s correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson’s correlation coefficient was 0.89 and ICC was 0.90.


The culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.

Patient satisfaction; Psychometrics; Quality of health care; Scales