Qualidade percebida na saúde digital: atualização do modelo servqual e delineamento de indicadores adaptados para healthtechs

Abstract

The rapid rise of healthtechs and digital health demands a reevaluation of traditional service quality assessment methods. In this scenario, the SERVQUAL model, widely used to measure perceived service quality, requires adaptation for the technology-mediated environment. The objective of this review was to propose a framework of indicators adapted for perceived quality in digital health services, based on updating the SERVQUAL model dimensions. This is an integrative literature review (ILR), conducted between June and October 2025, covering the last 5 years (2020 to 2025). The results revealed that the five classic dimensions were reinterpreted in the digital context: tangibility is now represented by usability (UX/UI) and interface design; security by cybersecurity and data protection; and reliability by clinical validation and the scientific grounding of the provided information. The dimensions of responsiveness and empathy are interpreted as interactivity and personalization, respectively, mediated by algorithms and automation. The study outlined a framework of hybrid indicators that translates the digital patient's value perception. It is concluded that quality management in digital health requires a technical and ethical perspective, with the nurse playing a crucial role in the curation and evaluation of these technologies, ensuring that human care and patient safety are preserved in the virtual environment.