Service quality and users’ satisfaction assessment in the health context in Mexico

  • Idolina Bernal González Universidad Autónoma de Tamaulipas
  • Norma Angélica Pedraza Melo Universidad Autónoma de Tamaulipas
  • Jesús Lavín Verástegui Universidad Autónoma de Tamaulipas
  • Gabriela Monforte García Instituto Tecnológico y de Estudios Superiores de Monterrey

Abstract

Service Quality and the users’ satisfaction are seen as substantial challenges for the health system in Mexico. The new reforms in the area of health have turned these issues into areas of interest for the population and the institutions within the sector. The principal aim of this research is to analyze the service’s quality, users’ satisfaction, and the relationship between these two variables of study. The analysis is performed under a quantitative approach through the application of 876 questionnaires in eight public hospitals in the state of Tamaulipas, Mexico. Multiple linear regressions are used for data processing and descriptive statistics for the valuation each one of the variables. The results have shown a positive and significant relationship between the service’s quality and the satisfaction of the users, taking this as an important part for the continuous improvement of health services and the creation of recommendations that promote or improve the patient’s satisfaction.

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Author Biographies

Idolina Bernal González, Universidad Autónoma de Tamaulipas
Profesor de la Facultad de Comercio y Administración Victoria de la Universidad Autónoma de Tamaulipas
Norma Angélica Pedraza Melo, Universidad Autónoma de Tamaulipas
Profesor de la Facultad de Comercio y Administración Victoria de la Universidad Autónoma de Tamaulipas
Jesús Lavín Verástegui, Universidad Autónoma de Tamaulipas
Profesor de la Facultad de Comercio y Administración Victoria de la Universidad Autónoma de Tamaulipas.
Gabriela Monforte García, Instituto Tecnológico y de Estudios Superiores de Monterrey
Profesor del Departamento de Mercadotecnia y Negocios Internacionales del Instituto Tecnológico y de Estudios Superiores de Monterrey, Campus Monterrey
 
Published
2017-10-05
How to Cite
BERNAL GONZÁLEZ, Idolina et al. Service quality and users’ satisfaction assessment in the health context in Mexico. Cuadernos de Administración, [S.l.], v. 33, n. 57, oct. 2017. ISSN 2256-5078. Available at: <http://nexus.univalle.edu.co/index.php/cuadernos_de_administracion/article/view/4510>. Date accessed: 13 dec. 2017. doi: https://doi.org/10.25100/cdea.v33i57.4510.
Section
Research

Keywords

Calidad del servicio, satisfacción del usuario, sistema sanitario, sector público