Calidad, satisfacción y lealtad en el servicio de emergencias de hospitales públicos, de la zona central del Ecuador
Barra lateral del artículo
Contenido principal del artículo
Resumen
Este estudio busca analizar de manera holística la satisfacción de los pacientes que hacen uso de los servicios de emergencia de hospitales públicos de la zona central del Ecuador, una de las zonas más sensibles y que se encuentra en constante escrutinio por parte de los usuarios y médicos que dan continuidad al tratamiento de pacientes Mediante modelos de ecuaciones estructurales (SEM) se evidenció que existe una relación positiva y significativa entre la calidad del servicio y la satisfacción, así como entre esta última y la lealtad de los usuarios. No hubo relación directa entre la calidad y la lealtad de los pacientes. Estos resultados destacan la importancia de estas variables para la evaluación integral de la satisfacción y lealtad de los clientes de una organización.
Descargas
Detalles del artículo
Derechos de autor: Los autores que publican en la revista INNOVA Research Journal conservan los derechos de autor y garantizan a la revista el derecho de ser la primera publicación del trabajo bajo una Licencia Creative Commons, Atribución-No Comercial 4.0 International (CC BY-NC 4.0). Se pueden copiar, usar, difundir, transmitir y exponer públicamente, siempre que: a) se cite la autoría y la fuente original de su publicación (revista, editorial, URL y DOI de la obra); b) no se usen para fines comerciales; c) se mencione la existencia y especificaciones de esta licencia de uso.
Citas
Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing service loyalty: The roles of delight, satisfaction, and service quality. Journal of Travel Research, 56(4), 436-450. https://doi.org/10.1177%2F0047287516649058
Akbar, F. H., Pasiga, B. D., Samad, R., Rivai, F., Abdullah, A. Z., Awang, A. H., & Pratiwi, D. (2020). The relationship between service quality, culture similarity to satisfaction and loyalty of medical (dental) tourism. Systematic Reviews in Pharmacy, 11(12), 19-30. http://dx.doi.org/10.31838/srp.2020.12.4
Almomani, R., Al-Ghdabi, R., & Banyhamdan, K. (2020). Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis. Management Science Letters, 10(8), 1803-1812. http://dx.doi.org/10.5267/j.msl.2019.12.038
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research, 27(3), 785-804. https://doi.org/10.1016/S0160-7383(99)00108-5
Bansal, H. S., & Taylor, S. (2015). Investigating the relationship between service quality, satisfaction and switching intentions. In Proceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference (pp. 304-313). Springer, Cham. https://doi.org/10.1007/978-3-319-13141-2_107
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Fornell, C. (1995). Productivity, quality, and customer satisfaction as strategic success indicators at firm and national level. Advances in Strategic Management, 11(3), 217-229.
Gronroos, C. (1984). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Cambridge, Massachusetts, Report, (83-104).
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). (Multivariate data analysis: A global perspective. Vol. 7). Upper Saddle River, N.J: Pearson Education. http://www.worldcat.org/oclc/317669474
Hoffman, K. D., & Bateson, J. E. (2011). Márketing de Servicios. Conceptos, estrategias y casos. México: CENGAGE Learning
Ishaq, I. M. (2012). Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan. Serbian Journal of Management, 7(1), 25-36. https://doi.org/10.5937/sjm1201025I
Ismail, A., & Yunan, Y. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. LogForum, 12(4), 269-283. http://dx.doi.org/10.17270/J.LOG.2016.4.7
Javed, S. A., Liu, S., Mahmoudi, A., & Nawaz, M. (2019). Patients' satisfaction and public and private sectors' health care service quality in Pakistan: Application of grey decision analysis approaches. The International journal of health planning and management, 34(1), e168-e182. http://dx.doi.org/10.1002/hpm.2629
Kaura, V., Prasad, C. S. D., & Sharma, S. (2014). Impact of service quality, service convenience and perceived price fairness on customer satisfaction in Indian retail banking sector. Management and Labour Studies, 39(2), 127-139. http://dx.doi.org/10.1177/0258042X14558188
Kim, C. E., Shin, J. S., Lee, J., Lee, Y. J., Kim, M. R., Choi, A., & Ha, I. H. (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC complementary and alternative medicine, 17(1), 174. https://doi.org/10.1186/s12906-017-1691-6
Kline, R. B. (2016). Principles and practice of structural equation modeling. Guilford publications.
Kushwana, R.K., Mohan, M. & Mandal, D. (2013). An empirical study of SERVQUAL, customer satisfaction and loyalty in Indian Banking sector. International Journal of Research in Commerce, IT & Management, 3(4), 13-15.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986. https://doi.org/10.1016/j.jbusres.2008.10.015
Lee, S. Y., Huh, J., & Hong, S. K. (2008). Determining behavioral intention to visit a festival among first-time and repeat visitors. International Journal of Tourism Sciences, 8(1), 39-55. https://doi.org/10.1080/15980634.2008.11434603
Loureiro, S. M. C., & González, F. J. M. (2010). Calidad y satisfacción en el servicio de urgencias hospitalarias: análisis de un hospital de la zona centro de Portugal. Investigaciones europeas de dirección y economía de la empresa, 16(2), 27-41. https://doi.org/10.1016/S1135-2523(12)60110-5
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International journal of environmental research and public health, 16(18), 3318. http://dx.doi.org/10.3390/ijerph16183318
Marković, S., Lončarić, D., & Lončarić, D. (2014). Service quality and customer satisfaction in the health care industry-towards health tourism market. Tourism and hospitality management, 20(2), 155-170. http://dx.doi.org/10.20867/thm.20.2.1
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of consumer research, 14(4), 495-507. https://doi.org/10.1086/209131
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469. https://doi.org/10.2307/3150499
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer. Routledge.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12. https://www.proquest.com/scholarly-journals/servqual-multiple-item-scale-measuring-consumer/docview/228609374/se-2?accountid=32496.
Paparoidamis N.G., Chumpitaz R., Ford J. (2015). Service Quality, Customer Satisfaction, Value and Loyalty an Empirical Investigation in A Service Failure Context. In: Robinson, Jr. L. (eds) Marketing Dynamism & Sustainability: Things Change, Things Stay the Same. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10912-1_55
Pandža Bajs, I. (2015). Tourist perceived value, relationship to satisfaction, and behavioral intentions: The example of the Croatian tourist destination Dubrovnik. Journal of Travel Research, 54(1), 122-134. https://doi.org/10.1177%2F0047287513513158
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal.
Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2017). Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service). Global Business Review, 18(4), 1041-1058. https://doi.org/10.1177%2F0972150917692405
Rust, R. T., & Oliver, R. L. (Eds.). (1993). Service quality: New directions in theory and practice. Sage Publications.
Shah, R., & Goldstein, S. M. (2006). Use of structural equation modeling in operations management research: Looking back and forward. Journal of Operations Management, 24, 148–169. https://doi.org/10.1016/j.jom.2005.05.001
Setó Pamies, D. (2003). La influencia de la calidad de servicio, la imagen, la satisfacción y la confianza en la fidelidad del cliente. Revista Española de Investigación de Marketing. ESIC, 7(1), 27-55. https://www.researchgate.net/publication/260658686_La_influencia_de_la_calidad_de_servicio_la_imagen_la_satisfaccin_y_la_confianza_en_la_fidelidad_del_cliente
Sahoo, D., & Ghosh, T. (2016). Healthscape role towards customer satisfaction in private healthcare. International journal of health care quality assurance, 29(6), 600-613. https://doi.org/10.1108/IJHCQA-05-2015-0068
Son, S. M., & Lee, K. M. (2011). Assessing the influences of festival quality and satisfaction on visitor behavioral intentions. Event Management, 15(3), 293-303. https://doi.org/10.3727/152599511X13124625650700
Yeo, G. T., Thai, V. V., & Roh, S. Y. (2015). An analysis of port service quality and customer satisfaction: The case of Korean container ports. The Asian Journal of Shipping and Logistics, 31(4), 437-447. https://doi.org/10.1016/j.ajsl.2016.01.002