Resumo

PEDRAZA-MELO, Norma Angélica; LAVIN-VERASTEGUI, Jesús; GONZALEZ-TAPIA, Anahí  e  BERNAL-GONZALEZ, Idolina. Determining factors in the quality of health services in Mexico: Case ABC. Entramado [online]. 2014, vol.10, n.2, pp.76-89. ISSN 1900-3803.

The aim of the research is to identify the determinants factors of service quality in health from the user perception in Tamaulipas, Mexico. It was carried out by the case study strategy. 120 questionnaires to users who voluntarily chose to participate were applied. For the reliability analysis of the scale Cronbach's alpha was determined. Based on the exploratory factor analysis five factors that determine the quality of health services in the ABC hospital were identified. According to the perception of users, the quality of services in the unit of analysis was categorized at a level close to good on four factors: the patient treatment and empathy, effectiveness and timeliness, waiting times, safety and cleanliness. A factor, the responsiveness of the lower valuation was identified, in this dimension a majority stake (52.5%) stated that the waiting time in the outpatient clinic goes from bad to regulate; 48.3% of users called incipient level of the emergency; while 43.3% said the waiting time for specialty consultations will regulate lousy. Being a certified hospital with major international standards and recognition performance, the findings of this study show weaknesses in the provision of health services provided.

Palavras-chave : Quality; services; public health; user; SERVQUAL.

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