Calidad, satisfacción y lealtad en el servicio de emergencias de hospitales públicos, de la zona central del Ecuador

• Manosalvas-Vaca, Carlos Anibal ^[1] ; Manosalvas-Vaca, Luis Oswaldo ^[1] ; Quevedo-Amay, Deysi Valeria ^[1] ; Haro-Acosta, Silvana Nataly ^[1]
  1. [1] Universidad Estatal Amazónica

     Universidad Estatal Amazónica

     Puyo, Ecuador

     
• Localización: INNOVA Research Journal, ISSN-e 2477-9024, Vol. 7, Nº. 2, 2022 (Ejemplar dedicado a: (Mayo - Agosto, 2022)), págs. 194-204
• Idioma: español
• DOI: 10.33890/innova.v7.n2.2022.2030
• Títulos paralelos:
  • Quality, satisfaction and loyalty in the emergency service of public hospitals, from the central zone of Ecuador
• Enlaces
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• Dialnet Métricas: 1 Cita
• Resumen
  • español

    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 que dan 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.

  • English

    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.

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