Publicado

2014-07-01

Application of structural equation and servqual in a health service

Aplicación de ecuaciones estructurales y servqual en un servicio de salud

DOI:

https://doi.org/10.15446/dyna.v81n186.39803

Palabras clave:

Quality, structural equation, service, servqual (en)
Calidad, ecuaciones estructurales, servicio, servqual (es)

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Autores/as

  • Amparo Zapata-Gómez Universidad Nacional de Colombia - Sede Manizales
The aim of this contribution is to check the relationship between the dimensions of the overall operational quality perceived by users; by the sensitivity of the services, since constantly checked daily and the particular characteristics in operation. Also, illustrate the behavior and benefits of structural equations and model servqual in organizations that seek to provide a service that builds competitive advantage through the adoption of tools aimed at improving the quality of their processes and improve the level of performance against users. The research was conducted from the author's interest to achieve greater applicability of these in the companies providing health services in of Manizales (Colombia), which has not been studied so far and are not major bibliographical reference reports on it, something that makes it a topic of interest.
El objetivo de la presente contribución es comprobar la relación entre las dimensiones de la calidad operacional y la general percibida por los usuarios; por la sensibilidad de los servicios, ya que se comprueban diaria y constantemente las características particulares en la operación. Además, explicar el comportamiento de las ecuaciones estructurales y el modelo servqual en las organizaciones que buscan proporcionar un servicio que genere ventajas competitivas a través de la adopción de herramientas dirigidas a elevar la calidad de sus procesos y mejorar el nivel de desempeño frente a los usuarios. La investigación se realizó a partir del interés de la autora por lograr una mayor aplicabilidad de estos en las empresas prestadoras de servicios de salud en Manizales (Colombia), donde no ha sido estudiado hasta ahora y no se hallan mayores referencia bibliográficas e informes sobre el mismo, aspecto que lo convierte en un tema de interés.

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Citas

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