Resumo

GONZALEZ, Idolina Bernal; PEDRAZA MELO, Norma Angélica; LAVIN VERASTEGUI, Jesús  e  MONFORTE GARCIA, Gabriela. Service quality and users’ satisfaction assessment in the health context in Mexico. cuad.adm. [online]. 2017, vol.33, n.57, pp.36-47. ISSN 0120-4645.  https://doi.org/10.25100/cdea.v33i57.4510.

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.

Palavras-chave : Service quality; Users’ satisfaction; Health system; Public sector.

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