Calidad del servicio y determinantes de la satisfacción en usuarios de los servicios hospitalarios de Cartagena de Indias, Colombia

Artikel

Quality of Service and User Satisfaction in Health System form a topic with academic and managerial importance. Knowledge on variables that influence this indicator will help guide the strategies and/or actions aimed at improving service. In this sense, the goal of this article consists in assessing the hospital service quality in the city of Cartagena de Indias, Colombia, from users' viewpoint (by considering the dimensions of Physical Infrastructure, Coverage and Access) in order to identify the determinants of service quality and satisfaction. This paper charts the development of an empirical case by using the multivariate technique named Partial Least Squares (PLS), which belongs to the family of methods known as Structural Equation Modeling (SEM). The results show positive effect of those variables into service quality and overall satisfaction. It is concluded that infrastructure, access and coverage are key factors to: a) characterize the hospital service in the city of Cartagena de Indias; and b) contribute to strengthening users' confidence and fidelity.

Object Details

• Alternative title: Perceived quality and determining the satisfaction in users of hospital services in Cartagena, Colombia
• Language: Spanisch

References and Relationships

• Bibliographic citation: Journal: Revista de Métodos Cuantitativos para la Economía y la Empresa ; ISSN: 1886-516X ; Volume: 26 ; Year: 2018 ; Pages: 203-219

Classification and Topics

• Classification: Wirtschaft ; Hypothesis Testing: General ; Multiple or Simultaneous Equation Models: Discrete Regression and Qualitative Choice Models; Discrete Regressors; Proportions ; Health: Government Policy; Regulation; Public Health ; Safety; Job Satisfaction; Related Public Policy
• Subject: Service quality ; satisfaction ; health service ; Partial Least Squares regression

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Vergara Schmalbach, Juan Carlos ; Quesada Ibargüen, Víctor Manuel ; Maza Ávila, Francisco Javier
• Event: Veröffentlichung
• (who): Universidad Pablo de Olavide
• (where): Sevilla
• (when): 2018

Further information

• DOI: doi:10.46661/revmetodoscuanteconempresa.2519
• Handle: http://hdl.handle.net/10419/286145
• Last update: 10.03.2025, 11:45 AM CET