<?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>0121-4381</journal-id>
<journal-title><![CDATA[Suma Psicológica]]></journal-title>
<abbrev-journal-title><![CDATA[Suma Psicol.]]></abbrev-journal-title>
<issn>0121-4381</issn>
<publisher>
<publisher-name><![CDATA[Fundación Universitaria Konrad Lorenz]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0121-43812017000200087</article-id>
<article-id pub-id-type="doi">10.1016/j.sumpsi.2017.06.002</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Comparison of measurement models based on expectations and perceived performance for the satisfaction study in health services]]></article-title>
<article-title xml:lang="es"><![CDATA[Comparación de modelos de medida basados en expectativas y desempeño percibido para el estudio de la satisfacción en servicios de salud.]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Forero]]></surname>
<given-names><![CDATA[Diana E.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Gómez]]></surname>
<given-names><![CDATA[Alina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Fundación Universitaria Konrad Lorenz Facultad de Psicología ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Pontifícia Universidad Javeriana  ]]></institution>
<addr-line><![CDATA[Cali ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2017</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2017</year>
</pub-date>
<volume>24</volume>
<numero>2</numero>
<fpage>87</fpage>
<lpage>96</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0121-43812017000200087&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0121-43812017000200087&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0121-43812017000200087&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The literature on satisfaction measurement features several models for establishing the rela tionship between expectations, service performance and satisfaction. The set of measures used includes the Importance-Performance Analysis (IPA), expectation disconfirmation and the satisfaction determinants model. This paper presents a comparison of different mea surement models on the basis of a sample of 2900 health services users. The comparison shows that the expectations disconfirmation model allows to establish significant corre lations between service attributes and general satisfaction, yet it warrants an adjustment of data distribution to identify the attributes where confirmation and disconfirmation are presented when not due to chance. On the other hand, the direct effect approach allows to identify predictor attributes of satisfaction better than the other models do, whereas the importance performance model is easier to implement but can generate erroneous conclusions about the service attributes that generate satisfaction.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen En la literatura sobre medición de la satisfacción se han identificado varios modelos para establecer la relación entre expectativas, desempeño del servicio y satisfacción. Dentro del conjunto de medidas que se han empleado se encuentran los análisis de importancia desempeño (IPA), el modelo de disconfirmación de las expectativas y el de determinantes de la satisfacción. El presente estudio presenta una comparación de distintos modelos de medida a partir de una muestra de 2900 usuarios de servicios de salud. La comparación muestra que el modelo de disconfirmación de expectativas permite establecer correlaciones significativas entre los atributos del servicio y la satisfacción general, pero requiere un ajuste de la distribución de los datos para identificar los atributos donde se presentan confirmación y disconfirmación, no debida al azar; de otra parte, el modelo de efectos directos permite identificar los atributos predictores de la satisfacción mejor que los otros modelos, mientras que el modelo de importancia-desempeño es el más sencillo de aplicar, pero puede generar conclusiones erróneas acerca de los atributos del servicio que generan satisfacción.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Expectations]]></kwd>
<kwd lng="en"><![CDATA[Disconfirmation]]></kwd>
<kwd lng="en"><![CDATA[Health service]]></kwd>
<kwd lng="en"><![CDATA[Measurement models]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción]]></kwd>
<kwd lng="es"><![CDATA[Expectativas]]></kwd>
<kwd lng="es"><![CDATA[Disconfirmación]]></kwd>
<kwd lng="es"><![CDATA[Servicio de salud]]></kwd>
<kwd lng="es"><![CDATA[Modelos de medida]]></kwd>
</kwd-group>
</article-meta>
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