López-Ramírez E, Castañón-Herrera A, Sifuentes-Valenzuela MC, Flores-Yáñez C, Helmes-Gómez L, Vaillard-Jiménez E, Lucero-Rodríguez R

Language: Spanish
References: 10
Page: 65-68
PDF size: 235.01 Kb.

ABSTRACT

Objective: Adaptation and validation of an instrument designed to evaluate quality in teaching clinics and stomatological services with SERVQUAL methodology. Material and methods: Descriptive, cross-sectional observational and prospective study validated with alpha Cronbach coefficient. Parasuraman, Zeithaml and Berry (P, Z and B) designed an instrument with SERVQUAL methodology; it was applied to a stratified, randomized sample composed of 400 patients coming from teaching clinics and services of the Emeritum Autonomous University of Puebla (BUAP). For manufacture of said sample the following five dimensions proposed by authors were taken into account: tangibility, reliability, response capacity, security and empathy. Results: Instrument reported validity classifiable as excellent, according to an 0.967 alpha Cronbach value for the first part of the instrument corresponding to «expectations», the second part corresponding to «perceptions» rated 0.923. Discussion: Derived from validation through factorial analysis and high indexes obtained with alpha Cronbach index, both parts of the instrument remained without changes. Conclusions: Within the sphere of health services there is a great number of instruments validated to identify the level of satisfaction, nevertheless, each instrument must identify and locate within the dimensions of the selected model processes conducted in services to be evaluated, in order to obtain objective results. Reliability, validity and applicability of the instrument met with aforementioned expectations.

REFERENCES

1. Parasuraman A, Zeithaml V, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985; 49 (4): 41-50.

2. Losada-Otálora M, Rodríguez-Orejuela A. Calidad del servicio de salud: una revisión a la literatura desde la perspectiva del marketing. Cuad Adm Bogotá. 2007; 20 (34): 237-258.

3. Grönroos C. A service quality model and its marketing implications. Eur J Mark. 1984; 18 (4): 36-44.

4. Donabedian A. The definition of quality and approaches to its assessment. Vol 1. Explorations in quality assessment and monitoring. MI: Health Administration Press; 1980.

5. Cohen RJ, Swerdlick ME. Pruebas y evaluación psicológicas. Introducción a las pruebas y a la medición. México: McGraw Hill; 2001.

6. George D, Mallery P. SPSS for Windows Step by Step: A Simple Guide and Reference. 11.0 Update. 4th edition. Boston, Mass, USA: Allyn & Bacon; 2003.

7. Ruiz-Zurita TI. Evaluación de la calidad de los servicios médicos en el área de consulta externa, en base a la metodología de SERVQUAL, caso clínica Club de Leones Quito Central, período 2012-2014. Quito: EPN; 2015.

8. Araya-Vallespir C, Bustos-Leal A, Castillo F, Oliva-Belmar P, Araya-Gozalvo J. Determinación de la calidad del servicio odontológico de un Centro de Salud Pública basado en intangibles: Talcahuano, Chile. Int J Odontostomat. 2012;6(3):349-354.

9. Al-Borie HM, Damanhouri AM. Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. Int J Health Care Qual Assur. 2013; 26 (1): 20-30.

10. Baldwin A. Expectation and perception changes in service quality in an Australian private sector dental centre–2008 to 2000. 2014.