Evaluación de la calidad del servicio en la administración pública en México: estudio multicaso en el sector salud

The study of the public administration is a context of continuing interest in our times, by the circumstances of their management in terms of quality and efficiency in their performance. This research examined the quality of health services in the Mexican public sector. The research was addressed by...

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Bibliographic Details
Main Authors: Pedraza Melo, Norma, Lavín Verástegui, Jesús, Bernal González, Idolina
Format: Article
Language:Spanish
Published: 2014
Subjects:
calidad del servicio
SERVQUAL
dimensiones de la calidad
sector salud público
niveles de atención en la salud
quality of service
quality dimensions
public health sector
levels of care in the health
Online Access:https://dialnet.unirioja.es/servlet/oaiart?codigo=5604751
Source:Estado, gobierno, gestión pública: Revista Chilena de Administración Pública, ISSN 0717-6759, Nº. 23, 2014, pags. 25-49
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Evaluación de la calidad del servicio en la administración pública en México: estudio multicaso en el sector salud
Summary: The study of the public administration is a context of continuing interest in our times, by the circumstances of their management in terms of quality and efficiency in their performance. This research examined the quality of health services in the Mexican public sector. The research was addressed by multicase strategy. Users questionnaire was applied in six hospitals. The driveability of the scale was determined with Cronbach’s Alpha. Nonparametric ANOVA and t-test, the differences in perception was analyzed in the five determinants of quality, identified in this study by means of exploratory factor analysis, with respect to variables such as affiliation system, education, residence, hospital unit, age and sex.

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