Satisfacción de la calidad del servicio percibido por pacientes de la clínica anticona eirl. según modelo servperf, abril-mayo 2014
Argomedo García, Alondra Evelyn
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The present study aimed to determine the level of satisfaction of the Quality of Service perceived by patients Anticona EIRL Clinic. According SERVPERF Model, April-May 2014, the investigation was based on a descriptive cross-sectional study was used as the survey instrument "Model SERVPERF" to measure the satisfaction of perceived service quality, which consists of five dimensions (Tangibility Reliability, Responsiveness, Warranty, Empathy) with Likert scale, a random sample stratified by clinical areas, of 143 Clinic patients Anticona EIRL. Statistical analysis was divided into two parts, the first refers to the assessment of the dimensions of satisfaction following the methodology of SERVPERF model, it was determine that the level of satisfaction of service quality perceived by patients as the model Servperf is good with 56%, so you can say that the level of patient satisfaction is good. The second statistical analysis referred to a multivariate analysis of that by the dendrogram was obtained patients were classified into 3 classes as: Class 1 named class Satisfied patients in the dimensions of assurance and empathy, which is comprised of 54% of patients who mostly give response that they are satisfied and fully satisfied. The class called Class 2 Fully Satisfied patients in the dimension of security, which consists of 11% of patients who mostly give response are completely satisfied. The class named Class 3 patients Moderately Satisfied with the dimensions of assurance and empathy, which consists of 35% of patients who mostly give response are fairly satisfied.