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Calidad del servicio y determinantes de la satisfacci—n en usuarios de los servicios hospitalarios de Cartagena de Indias, Colombia || Perceived Quality and Determining the Satisfaction in Users of Hospital Services in Cartagena, Colombia

Author

Listed:
  • Vergara Schmalbach, Juan Carlos

    (Facultad de Ciencias Econ’micas, Universidad de Cartagena (Colombia))

  • Quesada Ibargüen, Víctor Manuel

    (Facultad de Ciencias Econ—micas, Universidad de Cartagena (Colombia))

  • Maza Ávila, Francisco Javier

    (Facultad de Ciencias Econ—micas e Instituto Internacional de Estudios del Caribe, Universidad de Cartagena (Colombia))

Abstract

La valoración de la calidad y de la satisfacción de los usuarios de los servicios de salud es de suma importancia en la gestión del sector de la salud, ya que los resultados obtenidos orientan las estrategias y/o acciones encaminadas a su mejora. En este sentido, el objetivo de este art’culo consiste en valorar la calidad de los servicios hospitalarios de la ciudad de Cartagena de Indias, Colombia, desde el punto de vista del usuario, que permitan identificar los factores determinantes de la calidad del servicio y su relación con los niveles satisfacci—n. Se emplea la tŽcnica multivariada de regresi—n de m’nimos cuadrados parciales (o PLS, por Partial Least Squares), perteneciente al conjunto de mŽtodos de sistemas de ecuaciones estructurales (o SEM, por Structural Equation Models), considerando como factores para el an‡lisis de la calidad y su relaci—n con la satisfacci—n, la infraestructura, la cobertura y el acceso. Los resultados muestran que los factores considerados son claves en la calidad del servicio hospitalario de la ciudad; a su vez, inciden en la satisfacci—n de los usuarios. Por tanto, la implementaci—n de mejoras en estos factores podr’a contribuir en el aumento de la confianza y la lealtad de los usuarios. || 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.

Suggested Citation

  • Vergara Schmalbach, Juan Carlos & Quesada Ibargüen, Víctor Manuel & Maza Ávila, Francisco Javier, 2018. "Calidad del servicio y determinantes de la satisfacci—n en usuarios de los servicios hospitalarios de Cartagena de Indias, Colombia || Perceived Quality and Determining the Satisfaction in Users of Ho," Revista de Métodos Cuantitativos para la Economía y la Empresa = Journal of Quantitative Methods for Economics and Business Administration, Universidad Pablo de Olavide, Department of Quantitative Methods for Economics and Business Administration, vol. 26(1), pages 203-219, Diciembre.
  • Handle: RePEc:pab:rmcpee:v:26:y:2018:i:1:p:203-219
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    References listed on IDEAS

    as
    1. Joaquín Viloria De La Hoz, 1999. "Salud pública y situación hospitalaria en Cartagena," Documentos de Trabajo Sobre Economía Regional y Urbana 3478, Banco de la República, Economía Regional.
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    More about this item

    Keywords

    calidad del servicio; satisfacci—n; servicio de salud; regresi—n de m’nimos cuadrados parciales; service quality; satisfaction; health service; partial least squares regression;
    All these keywords.

    JEL classification:

    • C12 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Hypothesis Testing: General
    • C35 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Discrete Regression and Qualitative Choice Models; Discrete Regressors; Proportions
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health
    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy

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