Resumo

LOSADA OTALORA, MAURICIO; RODRIGUEZ OREJUELA, AUGUSTO  e  HERNANDEZ-ESPALLARDO, MIGUEL. Methodological proposal for measuring quality of outpatient service in general medicine . estud.gerenc. [online]. 2011, vol.27, n.120, pp.185-204. ISSN 0123-5923.

This article offers a methodological proposal for measuring quality of outpatient service using the model of tolerance zone. A mix of in-depth interviews, focus group meetings, exploratory factor analysis, and confirmatory factor analysis revealed that users make judgments about the quality of outpatient services by evaluating service convenience, substantial service, and human and professional aspects of service providers. The article includes a guide about how managers should apply, interpret, and use the outcomes of the proposed evaluation methodology. Lastly, it identifies limitations and suggests future research topics.

Palavras-chave : Tolerance zone; outpatient service; service convenience; substantial service; human and professional aspects of service.

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