Please use this identifier to cite or link to this item:
https://repositorio.uide.edu.ec/handle/37000/5108
Title: | Quality, satisfaction and loyalty in the emergency service of public hospitals, from the central zone of Ecuador |
Other Titles: | Calidad, satisfacción y lealtad en el servicio de emergencias de hospitales públicos, de la zona central del Ecuador |
Authors: | Manosalvas-Vaca, Carlos Aníbal Manosalvas-Vaca, Luis Oswaldo Quevedo-Amay, Deysi Valeria Haro-Acosta, Silvana Nataly |
Keywords: | service quality;calidad del servicio;satisfaction;satisfacción;loyalty;lealtad |
Issue Date: | 10-May-2022 |
Publisher: | INNOVA Research Journal |
Citation: | Manosalvas-Vaca, C.A., Manosalvas-Vaca, L.O., Quevedo-Amay, D.V., y Haro-Acosta, S.N.(2022). Quality, satisfaction and loyalty in the emergency service of public hospitals, from the central zone of Ecuador. INNOVA Research Journal, 7(2),194-204. https://doi.org/10.33890/innova.v7.n2.2022.2030 |
Series/Report no.: | ;2030 |
Abstract: | This study seeks to analyze in a holistic way the satisfaction of patients who make use of emergency services of public hospitals in the central zone of Ecuador, one of the most sensitive areas which is under constant scrutiny by users and physicians whoever give continuity to the treatment of patients. Through structural equations modeling (SEM) it was evidenced that there is a positive and significant relationship between the quality of service and satisfaction, as well as between the latter and the loyalty of the users. There was no direct relationship between the quality and the loyalty of the patients. These results highlight the importance of these variables for the integral evaluation of the satisfaction and loyalty of the clients of an organization. |
Description: | Este estudio busca analizar de manera holística la satisfacción de los pacientes que hacen uso de los servicios de emergencia de hospitales públicos de la zona central del Ecuador, una de las zonas más sensibles y que se encuentra en constante escrutinio por parte de los usuarios y médicos quedan continuidad al tratamiento de pacientes Mediante modelos de ecuaciones estructurales (SEM) se evidenció que existe una relación positiva y significativa entre la calidad del servicio y la satisfacción, así como entre esta última y la lealtad de los usuarios. No hubo relación directa entre la calidad y la lealtad de los pacientes. Estos resultados destacan la importancia de estas variables para la evaluación integral de la satisfacción y lealtad de los clientes de una organización. |
URI: | https://repositorio.uide.edu.ec/handle/37000/5108 |
ISSN: | 2477-9024 |
Appears in Collections: | Mayo - Agosto |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
2030-Texto del artículo-10842-1-10-20220510.pdf | Quality, satisfaction and loyalty in the emergency service of public hospitals | 866.92 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.