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Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general

Author

Listed:
  • Mauricio Losada Otálora
  • Augusto Rodríguez Orejuela
  • Miguel Hernández Espallardo

Abstract

Este artículo ofrece una propuesta metodológica para medir la calidad del servicio de consulta externa con el modelo de la zona de tolerancia. Con una mezcla de entrevistas en profundidad, grupos focales, análisis factorial exploratorio y análisis factorial confirmatorio, se encontró que los usuarios de los servicios de consulta externa evalúan la calidad considerando la conveniencia del servicio, los elementos sustanciales del mismo y los aspectos profesionales/ humanos de quienes los atienden. El artículo incluye una guía para los gerentes sobre cómo aplicar, interpretar y utilizar los resultados de la metodología de evaluación propuesta. Finalmente, se senalan las limitaciones y se sugieren futuras líneas de investigación.

Suggested Citation

  • Mauricio Losada Otálora & Augusto Rodríguez Orejuela & Miguel Hernández Espallardo, 2011. "Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general," Estudios Gerenciales, Universidad Icesi, September.
    • Handle: RePEc:col:000129:011254
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    File URL: http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1113
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    More about this item

    Keywords

    Zona de tolerancia; servicios de consulta externa; conveniencia del servicio; servicio sustancial; elementos humanos y profesionales del servicio.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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