Diagnostic Study on the Satisfaction of the Quality of the Service Granted to Clients of Mexican Hospitals (SMEs)

Abstract

The diagnostic study presented was aimed at companies classified as SMEs (Small and Medium Enterprises), which offer a health service and belong to the private sector, since most do not have mechanisms to evaluate the health service. They lend and that is important for feedback and decision making. The objective was to determine the relationship that exists between the perception of the quality of the service provided to their patients and/or users by the Mexican hospitals located in the state of Hidalgo and the importance attributed to the dimensions that integrate the quality of it. The Servqual model designed by Zeithaml, Valerie & Berry, Leonard in 1988 was used. The sample consisted of 450 patients and the main findings show that it was detected that the Response Capacity dimension was the one that had the highest correlation with the global perception of the quality in the service, which points out the importance of the general willingness of the staff to help the clients of the hospitals to provide an expedited service.