Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico

dc.contributor.advisor Orengo Serra, Karen L. Buitrago González, Misael College of Business Administration en_US
dc.contributor.committee Nieto Vázquez, Miriam
dc.contributor.committee Ortiz Rodríguez, Rosario
dc.contributor.department Department of Business Administration en_US
dc.contributor.representative Colón Rivera, Celia R. 2018-01-26T18:32:33Z 2018-01-26T18:32:33Z 2007
dc.description.abstract In a descriptive study to determine the degree of satisfaction with hospital services at a hospital in the Mayagüez area, three hypothesis were formulated: 1) differences exist in clients satisfaction and the way they are care for by hospital personnel, 2) in a general way, hospital facilities influence clients satisfaction, and 3) the higher the communication, the higher the degree of clients satisfaction. A convenient sample of 51 participants was selected. The instrument for data collection used was the Key Quality Characteristic Assessment for Hospitals (KQCAH) which identifies eight factors: 1) respect and care, 2) effectiveness and continuity, 3) convenience 4) information 5) efficiency 6) food, 7) first impression and 8) personnel diversity. Results showed that a significant relationship exists among satisfaction and the way hospital personnel care for clients and the hospital facilities available. The variables communications and clients satisfaction showed not a significant relationship. The study concluded that in regard to client satisfaction only four of the eight factors: 1) convenience, 2) first impression, 3) respect and 4) effectiveness and continuity were of most interest. en_US
dc.description.graduationYear 2007 en_US
dc.language.iso es en_US
dc.rights.holder (c) 2007 Misael Buitrago González en_US
dc.rights.license All rights reserved en_US
dc.subject Satisfaccion del cliente en_US
dc.subject Servicios hospitalarios en_US
dc.subject.lcsh Patient satisfaction-- Puerto Rico -- Mayaguez -- Statistics. en_US
dc.subject.lcsh Hospital patients --Puerto Rico -- Mayaguez -- Attitudes. en_US
dc.subject.lcsh Hospital care -- Puerto Rico -- Mayaguez -- Statistics. en_US
dc.subject.lcsh Consumer satisfaction. en_US
dc.title Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico en_US
dc.type Thesis en_US
dspace.entity.type Publication Business Administration-General en_US M.B.A. en_US
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
1.66 MB
Adobe Portable Document Format
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
1.64 KB
Item-specific license agreed upon to submission