Publication:
Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico
Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico
Authors
Buitrago González, Misael
Embargoed Until
Advisor
Orengo Serra, Karen L.
College
College of Business Administration
Department
Department of Business Administration
Degree Level
M.B.A.
Publisher
Date
2007
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.
Keywords
Satisfaccion del cliente,
Servicios hospitalarios
Servicios hospitalarios
Usage Rights
Persistent URL
Cite
Buitrago González, M. (2007). Satisfacción de los clientes con los servicios hospitalarios en el área de Mayaguez, Puerto Rico [Thesis]. Retrieved from https://hdl.handle.net/20.500.11801/221