<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0120-4645</journal-id>
<journal-title><![CDATA[Cuadernos de Administración (Universidad del Valle)]]></journal-title>
<abbrev-journal-title><![CDATA[cuad.adm.]]></abbrev-journal-title>
<issn>0120-4645</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Valle]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0120-46452017000100036</article-id>
<article-id pub-id-type="doi">10.25100/cdea.v33i57.4510</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Service quality and users&#8217; satisfaction assessment in the health context in Mexico]]></article-title>
<article-title xml:lang="es"><![CDATA[Evaluación de la calidad del servicio y la satisfacción de los usuarios en el contexto sanitario en México]]></article-title>
<article-title xml:lang="fr"><![CDATA[Évaluation de la qualité du service et la satisfaction des usagers dans le contexte sanitaire au Mexique]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[González]]></surname>
<given-names><![CDATA[Idolina Bernal]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pedraza Melo]]></surname>
<given-names><![CDATA[Norma Angélica]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Lavín Verástegui]]></surname>
<given-names><![CDATA[Jesús]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Monforte García]]></surname>
<given-names><![CDATA[Gabriela]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas Faculty of Commerce and Administration ]]></institution>
<addr-line><![CDATA[Tamaulipas ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas Faculty of Commerce and Administration ]]></institution>
<addr-line><![CDATA[Tamaulipas ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Autónoma de Tamaulipas Faculty of Commerce and Administration ]]></institution>
<addr-line><![CDATA[Tamaulipas ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Instituto Tecnológico y de Estudios Superiores de Monterrey Department of Marketing and International Business ]]></institution>
<addr-line><![CDATA[Nuevo León ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>04</month>
<year>2017</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>04</month>
<year>2017</year>
</pub-date>
<volume>33</volume>
<numero>57</numero>
<fpage>36</fpage>
<lpage>47</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0120-46452017000100036&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0120-46452017000100036&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0120-46452017000100036&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Service Quality and the users&#8217; 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&#8217;s quality, users&#8217; 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&#8217;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&#8217;s satisfaction.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La calidad del servicio y la satisfacción de los usuarios son retos sustanciales para el sistema sanitario en México. Las nuevas reformas en el área de salud han convertido estos temas en vertientes de interés para la población y las instituciones del sector. Ante ello, el objetivo de esta investigación consiste en analizar la calidad del servicio, la satisfacción de los usuarios y la relación que existe entre estas dos variables de estudio. El análisis se realiza bajo un enfoque cuantitativo a través de la aplicación de 876 cuestionarios en ocho hospitales públicos del estado de Tamaulipas, México. Se utiliza regresión lineal múltiple para el procesamiento de los datos y estadística descriptiva para la valoración de cada una de las variables. Los resultados demuestran una relación positiva y significativa entre la calidad del servicio y la satisfacción de los usuarios, siendo esto un referente importante para la mejora continua de los servicios de salud y la formulación de recomendaciones que fomenten la satisfacción de los pacientes.]]></p></abstract>
<abstract abstract-type="short" xml:lang="fr"><p><![CDATA[Résumé La qualité du service et la satisfaction des usagers sont des défis importants pour le système sanitaire au Mexique. Les nouvelles reformes dans le domaine de la santé sont devenus des sujets d&#8217;intérêt par la population et les institutions du secteur. Face a cela, le but de cette recherche est celui d&#8217;analyser la qualité du service, la satisfaction des usagers et la relation entre ces deux variables étudiées. L&#8217;analyse est effectuée selon une approche quantitative par la mise en &#339;uvre de 876 questionnaires dans huit hôpitaux publics de l&#8217;État de Tamaulipas, au Mexique. Nous recourons à une régression linéaire multiple pour le traitement des données et une statistique descriptive pour vérifier chacune des variables. Les résultats montrent une relation positive et considérable entre la qualité du service et la satisfaction des usagers, ce qui est un point de référence important dans l&#8217;amélioration continue des services de santé ainsi que de faire des recommandations qui encouragent la satisfaction des patients.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Service quality]]></kwd>
<kwd lng="en"><![CDATA[Users&#8217; satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Health system]]></kwd>
<kwd lng="en"><![CDATA[Public sector]]></kwd>
<kwd lng="es"><![CDATA[Calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del usuario]]></kwd>
<kwd lng="es"><![CDATA[Sistema sanitario]]></kwd>
<kwd lng="es"><![CDATA[Sector público]]></kwd>
<kwd lng="fr"><![CDATA[Qualité du service]]></kwd>
<kwd lng="fr"><![CDATA[Satisfaction de l&#8217;usager]]></kwd>
<kwd lng="fr"><![CDATA[système sanitaire]]></kwd>
<kwd lng="fr"><![CDATA[Secteur public]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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