Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico
Buitrago González, Misael
AdvisorOrengo Serra, Karen
CollegeCollege of Business Administration
DepartmentDepartment of Business Administration
MetadataShow full item record
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.