TITLE:
Diagnostic Study on the Satisfaction of the Quality of the Service Granted to Clients of Mexican Hospitals (SMEs)
AUTHORS:
Tirso Javier Hernández-Gracia, Danae Duana Avila, Ma del Rosario García Velázquez, Enrique Martínez Muñoz
KEYWORDS:
Satisfaction, Quality, Small and Medium Enterprises of the Health Sector, Re-sponse Capacity
JOURNAL NAME:
Open Journal of Political Science,
Vol.9 No.3,
July
23,
2019
ABSTRACT: The diagnostic study presented was aimed at companies classified as SMEs
(Small and Medium Enterprises), which offer a health service and belong to the
private sector, since most do not have mechanisms to evaluate the health
service. They lend and that is important for feedback and decision making. The
objective was to determine the relationship that exists between the perception
of the quality of the service provided to their patients and/or users by the
Mexican hospitals located in the state of Hidalgo and the importance attributed
to the dimensions that integrate the quality of it. The Servqual model designed
by Zeithaml, Valerie & Berry, Leonard in 1988 was used. The sample
consisted of 450 patients and the main findings show that it was detected that
the Response Capacity dimension was the one that had the highest correlation
with the global perception of the quality in the service, which points out the
importance of the general willingness of the staff to help the clients of the
hospitals to provide an expedited service.