Users perception for quality of service in rioverde clinic san luis de potosi

Abstract

The present study aims to determine the relationship between quality of service, satisfaction and the expectations of the private sector medical and hospital services users in the municipality of Rioverde, S.L.P., this study includes an investigation concerning Clinica Santa Catarina and Rioverde Medical Center. The study was conducted through a quantitative, descriptive and correlational approach. The sample was taken out of 200 users. The Servqual scale developed by Parasuraman & Zeithaml (1988) was used as a tool for measuring the quality of service, through the difference of satisfactions and expectations in five dimensions: tangibles, reliability, responsiveness, assurance and empathy, measured through the Likert´s scale. The questionnaire consists of two differentiated parts: the first one explores the socio demographic characteristics and the second part consists of 22 variables examining the dimensions of the received service or the one that is expected to be received. In order to give an answer to the research questions and hypotheses Peason´s (r) Spearman (rho), correlational quotient techniques were used, V Cramer test t for independent samples, as well as Chi square, discriminate analysis and analysis of variance (ANOVA)to give an answer to the research questions and hypotheses. The given results among others are that expectations of Rioverde Medical Center users are higher than the ones of Clinica Santa Catarina users; on the other hand we found no relationship between quality of service and user´s socio demographic characteristics.