<?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>0120-0011</journal-id>
<journal-title><![CDATA[Revista de la Facultad de Medicina]]></journal-title>
<abbrev-journal-title><![CDATA[rev.fac.med.]]></abbrev-journal-title>
<issn>0120-0011</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional de Colombia]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0120-00112016000400715</article-id>
<article-id pub-id-type="doi">10.15446/revfacmed.v64n4.54839</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Modelos SERVQUAL y SERVQHOS para la evaluación de calidad de los servicios de salud]]></article-title>
<article-title xml:lang="en"><![CDATA[SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Numpaque-Pacabaque]]></surname>
<given-names><![CDATA[Adriana]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rocha-Buelvas]]></surname>
<given-names><![CDATA[Anderson]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Boyacá Facultad de Ciencias de la Salud ]]></institution>
<addr-line><![CDATA[Tunja ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Fundación Universitaria del Área Andina Facultad de Salud ]]></institution>
<addr-line><![CDATA[Bogotá D.C]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2016</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2016</year>
</pub-date>
<volume>64</volume>
<numero>4</numero>
<fpage>715</fpage>
<lpage>720</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0120-00112016000400715&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0120-00112016000400715&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0120-00112016000400715&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Introducción. El modelo SERVQUAL se utiliza para evaluar la calidad de los servicios y el SERVQHOS para evaluar la calidad percibida de la atención hospitalaria.  Objetivo. Revisar los artículos más relevantes relacionados con los modelos SERVQUAL y SERVQHOS en el periodo 2010-2015.  Materiales y métodos. Se presenta una revisión exploratoria de literatura de las bases de datos Pubmed, ScienceDirect, SciELO, LILACS y Cochrane.  Resultados. La mayoría de estudios fueron publicados entre 2012 y 2014 y los servicios más evaluados fueron hospitalización, atención de enfermería y hemodiálisis.  Conclusión. El modelo SERVQHOS es de mayor uso en Colombia.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Introduction: The SERVQUAL model is used to evaluate the quality of services and SERVQHOS to evaluate the perceived quality of hospital care.  Objective: To review the most relevant papers related to SERVQUAL and SERVQHOS models during the period 2010-2015.  Materials and methods: An exploratory literature review of PubMed, ScienceDirect, SciELO, LILACS and Cochrane data is presented.  Results: Most studies were published between 2012 and 2014, and the most assessed services were hospitalization, nursing care and hemodialysis.  Conclusion: The SERVQHOS model is the most popular in Colombia.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad de la atención de salud]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del paciente]]></kwd>
<kwd lng="es"><![CDATA[Control de calidad]]></kwd>
<kwd lng="es"><![CDATA[Servicios de salud, Administración hospitalaria (DeCS).]]></kwd>
<kwd lng="en"><![CDATA[Patient satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Quality Assurance, Health Care]]></kwd>
<kwd lng="en"><![CDATA[Quality control]]></kwd>
<kwd lng="en"><![CDATA[Health Services, Hospital Administration (MeSH).]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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