Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general

Mauricio Losada Otálora; Augusto Rodríguez Orejuela; Miguel Hernandez-Espallardo

doi:10.1016/S0123-5923(11)70175-9

Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general

Translated title of the contribution: Methodological proposal for measuring quality of outpatient service in general medicine

Mauricio Losada Otálora
, Augusto Rodríguez Orejuela
, Miguel Hernandez-Espallardo

Research output: Contribution to journal › Article › peer-review

1 Scopus citations

Abstract

This article offers a methodological proposal for measuring quality of outpatient service using the model of tolerance zone. A mix of in-depth interviews, focus group meetings, exploratory factor analysis, and confirmatory factor analysis revealed that users make judgments about the quality of outpatient services by evaluating service convenience, substantial service, and human and professional aspects of service providers. The article includes a guide about how managers should apply, interpret, and use the outcomes of the proposed evaluation methodology. Lastly, it identifies limitations and suggests future research topics.

Translated title of the contribution	Methodological proposal for measuring quality of outpatient service in general medicine
Original language	Spanish
Pages (from-to)	185-204
Number of pages	20
Journal	Estudios Gerenciales
Volume	27
Issue number	120
DOIs	https://doi.org/10.1016/S0123-5923(11)70175-9
State	Published - 2011
Externally published	Yes

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10.1016/S0123-5923(11)70175-9

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title = "Propuesta metodol{\'o}gica para medir la calidad del servicio de consulta externa en medicina general",

abstract = "This article offers a methodological proposal for measuring quality of outpatient service using the model of tolerance zone. A mix of in-depth interviews, focus group meetings, exploratory factor analysis, and confirmatory factor analysis revealed that users make judgments about the quality of outpatient services by evaluating service convenience, substantial service, and human and professional aspects of service providers. The article includes a guide about how managers should apply, interpret, and use the outcomes of the proposed evaluation methodology. Lastly, it identifies limitations and suggests future research topics.",

keywords = "Human, Outpatient service, Professional aspects of service, Service convenience, Substantial service, Tolerance zone",

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T1 - Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general

AU - Otálora, Mauricio Losada

AU - Orejuela, Augusto Rodríguez

AU - Hernandez-Espallardo, Miguel

PY - 2011

Y1 - 2011

N2 - This article offers a methodological proposal for measuring quality of outpatient service using the model of tolerance zone. A mix of in-depth interviews, focus group meetings, exploratory factor analysis, and confirmatory factor analysis revealed that users make judgments about the quality of outpatient services by evaluating service convenience, substantial service, and human and professional aspects of service providers. The article includes a guide about how managers should apply, interpret, and use the outcomes of the proposed evaluation methodology. Lastly, it identifies limitations and suggests future research topics.

AB - This article offers a methodological proposal for measuring quality of outpatient service using the model of tolerance zone. A mix of in-depth interviews, focus group meetings, exploratory factor analysis, and confirmatory factor analysis revealed that users make judgments about the quality of outpatient services by evaluating service convenience, substantial service, and human and professional aspects of service providers. The article includes a guide about how managers should apply, interpret, and use the outcomes of the proposed evaluation methodology. Lastly, it identifies limitations and suggests future research topics.

KW - Human

KW - Outpatient service

KW - Professional aspects of service

KW - Service convenience

KW - Substantial service

KW - Tolerance zone

UR - https://www.scopus.com/pages/publications/85081917911

U2 - 10.1016/S0123-5923(11)70175-9

DO - 10.1016/S0123-5923(11)70175-9

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JO - Estudios Gerenciales

JF - Estudios Gerenciales

IS - 120

ER -

Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general

Abstract

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