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- Title
EVALUACIÓN DE LA CALIDAD EN EL SERVICIO DE LA CONSULTA EXTERNA A TRAVÉS DEL MODELO SERVQUAL, EN UN HOSPITAL ONCOLÓGICO EN VERACRUZ.
- Authors
ORTIZ RAMÍREZ, TEOBALDO; DÍAZ CERÓN, ANA MARÍA; ALARCÓN ROJAS, CARLOS ADRIÁN
- Abstract
The quality in the provision of the service that is perceived by patients in health institutions is the object of concern and research in different countries and levels of medical care. In a study conducted by Fitzpatrick, R. (1991), it is shown that measuring user satisfaction with the quality of medical services can predict the acceptance of patients to follow the treatments and prescriptions that are made, which is related with the continuity of use of health services. The oncology hospital is an institution that provides specialized services, belonging to the Ministry of Health, located in Xalapa, Veracruz. The proposed research, and whose theoretical and conceptual arguments are described in this document, it is intended to evaluate the quality in the service of external consultations to the patients of said entity through the SERVQUAL model.This model of quality in the service was proposed by Parasuraman, Zethaml and Berry (1988), with the purpose of making an assessment of the quality of the services; which includes five dimensions. This model contrasts what the user expects from the medical service to which he / she comes for consultation, with what he / she perceives of it.
- Publication
Revista Ciencia Administrativa, 2018, p68
- ISSN
1870-9427
- Publication type
Article