Medical Services Quality: A case study in private institution

Descripción del Articulo

The objective of this study is to evaluate the quality of service perceived by users in a private medical center in Valencia, Venezuela. The instrument for data collection was based on the perceptions of SERVQUAL. Were identified by Factor Analysis, once they demonstrated the relevance sample, three...

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Detalles Bibliográficos
Autores: Inche Mitma, Jorge Luis, Chung Pinzás, Alfonso Ramón
Formato: artículo
Fecha de Publicación:2014
Institución:Universidad Nacional Mayor de San Marcos
Repositorio:Revistas - Universidad Nacional Mayor de San Marcos
Lenguaje:español
OAI Identifier:oai:ojs.csi.unmsm:article/12025
Enlace del recurso:https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12025
Nivel de acceso:acceso abierto
Materia:Service Quality
Health
SERVQUAL
Factor Analysis.
calidad total
cliente
gestión
norma
posgrado
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spelling Medical Services Quality: A case study in private institutionCertificación ISO 9001:2008 a la Unidad de Posgrado de la Facultad de Ingeniería Industrial de la UNMSMInche Mitma, Jorge LuisChung Pinzás, Alfonso RamónService QualityHealthSERVQUALFactor Analysis.calidad totalclientegestiónnormaposgradoThe objective of this study is to evaluate the quality of service perceived by users in a private medical center in Valencia, Venezuela. The instrument for data collection was based on the perceptions of SERVQUAL. Were identified by Factor Analysis, once they demonstrated the relevance sample, three (03) dimensions: Safety, Reliability and tangibility, explaining 66.63% of the total variance, likewise, the instrument showed internal consistency (alpha cronbach> 0.955) as it reliable and results of statistical tests performed (Significant at 5%), demonstrate the validity. Based on the results, we conclude that the questionnaire has enough condition to be used as a measure of the quality perceived by patients private medical center, and as an input for the design of strategies.El presente artículo, constituye la segunda parte de una primera publicación relacionada a la implementación de un Sistema de Gestión de Calidad (SGC) en la Unidad de Posgrado (UPG) de la Facultad de Ingeniería Industrial en la UNMSM. En esta ocasión se aborda el siguiente problema ¿Cómo adaptar y validar el SGC bajo la norma ISO 9001:2008 en la Unidad de Posgrado de la Facultad de Ingeniería Industrial en la UNMSM? Los resultados obtenidos se materializaron en la obtención del certificado de calidad en dicha norma para la UPG. Los autores participaron como líderes en el equipo de trabajo que consiguió este logro.Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos2014-06-19info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/1202510.15381/idata.v17i1.12025Industrial Data; Vol. 17 No. 1 (2014); 7-15Industrial Data; Vol. 17 Núm. 1 (2014); 7-151810-99931560-9146reponame:Revistas - Universidad Nacional Mayor de San Marcosinstname:Universidad Nacional Mayor de San Marcosinstacron:UNMSMspahttps://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12025/12642Derechos de autor 2014 Jorge Luis Inche Mitma, Alfonso Ramón Chung Pinzáshttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessoai:ojs.csi.unmsm:article/120252019-07-11T17:26:31Z
dc.title.none.fl_str_mv Medical Services Quality: A case study in private institution
Certificación ISO 9001:2008 a la Unidad de Posgrado de la Facultad de Ingeniería Industrial de la UNMSM
title Medical Services Quality: A case study in private institution
spellingShingle Medical Services Quality: A case study in private institution
Inche Mitma, Jorge Luis
Service Quality
Health
SERVQUAL
Factor Analysis.
calidad total
cliente
gestión
norma
posgrado
title_short Medical Services Quality: A case study in private institution
title_full Medical Services Quality: A case study in private institution
title_fullStr Medical Services Quality: A case study in private institution
title_full_unstemmed Medical Services Quality: A case study in private institution
title_sort Medical Services Quality: A case study in private institution
dc.creator.none.fl_str_mv Inche Mitma, Jorge Luis
Chung Pinzás, Alfonso Ramón
author Inche Mitma, Jorge Luis
author_facet Inche Mitma, Jorge Luis
Chung Pinzás, Alfonso Ramón
author_role author
author2 Chung Pinzás, Alfonso Ramón
author2_role author
dc.subject.none.fl_str_mv Service Quality
Health
SERVQUAL
Factor Analysis.
calidad total
cliente
gestión
norma
posgrado
topic Service Quality
Health
SERVQUAL
Factor Analysis.
calidad total
cliente
gestión
norma
posgrado
description The objective of this study is to evaluate the quality of service perceived by users in a private medical center in Valencia, Venezuela. The instrument for data collection was based on the perceptions of SERVQUAL. Were identified by Factor Analysis, once they demonstrated the relevance sample, three (03) dimensions: Safety, Reliability and tangibility, explaining 66.63% of the total variance, likewise, the instrument showed internal consistency (alpha cronbach> 0.955) as it reliable and results of statistical tests performed (Significant at 5%), demonstrate the validity. Based on the results, we conclude that the questionnaire has enough condition to be used as a measure of the quality perceived by patients private medical center, and as an input for the design of strategies.
publishDate 2014
dc.date.none.fl_str_mv 2014-06-19
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12025
10.15381/idata.v17i1.12025
url https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12025
identifier_str_mv 10.15381/idata.v17i1.12025
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12025/12642
dc.rights.none.fl_str_mv Derechos de autor 2014 Jorge Luis Inche Mitma, Alfonso Ramón Chung Pinzás
https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Derechos de autor 2014 Jorge Luis Inche Mitma, Alfonso Ramón Chung Pinzás
https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos
publisher.none.fl_str_mv Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos
dc.source.none.fl_str_mv Industrial Data; Vol. 17 No. 1 (2014); 7-15
Industrial Data; Vol. 17 Núm. 1 (2014); 7-15
1810-9993
1560-9146
reponame:Revistas - Universidad Nacional Mayor de San Marcos
instname:Universidad Nacional Mayor de San Marcos
instacron:UNMSM
instname_str Universidad Nacional Mayor de San Marcos
instacron_str UNMSM
institution UNMSM
reponame_str Revistas - Universidad Nacional Mayor de San Marcos
collection Revistas - Universidad Nacional Mayor de San Marcos
repository.name.fl_str_mv
repository.mail.fl_str_mv
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Medical Services Quality: A case study in private institution
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