<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422018000200002</article-id>
<article-id pub-id-type="doi">10.1016/j.cya.2016.07.003</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México]]></article-title>
<article-title xml:lang="en"><![CDATA[Assessing the effect of service quality over user satisfaction in public health institutions in Mexico]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vera]]></surname>
<given-names><![CDATA[Jorge]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Trujillo]]></surname>
<given-names><![CDATA[Andrea]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Tecnológico de Monterrey EGADE Business School ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2018</year>
</pub-date>
<volume>63</volume>
<numero>2</numero>
<fpage>0</fpage>
<lpage>0</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422018000200002&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422018000200002&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422018000200002&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo de este trabajo es ofrecer una explicación de los factores que tienen impacto en la percepción de satisfacción del derechohabiente del sistema público de salud. Mediante un estudio exploratorio y analizando el proceso de atención que recibe un derechohabiente en una clínica de primer nivel, se detectaron 32 atributos de calidad en el servicio. Se diseñó un cuestionario estructurado para medir la percepción sobre el cumplimiento de estos atributos, así como indicadores de satisfacción. Se integró una muestra de 600 derechohabientes dividida de forma equitativa entre tres instituciones: Secretaría de Salud, Instituto Mexicano del Seguro Social e Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado. Los atributos se integraron en siete dimensiones de calidad del servicio mediante un análisis factorial confirmatorio. Para analizar el impacto de estas dimensiones en la satisfacción se llevaron a cabo tanto seis modelos de regresión como dos modelos estructurales. Estos análisis arrojaron que la calidad del servicio proporcionado por los médicos, así como la calidad del servicio de la entrega de medicamentos, tienden a ser los factores de mayor impacto en la satisfacción del derechohabiente. Calidad del servicio del personal de análisis clínicos y la calidad de las instalaciones también tuvieron impactos significativos. Sin embargo, factores como calidad del servicio de los enfermeros(as), calidad del servicio del personal de farmacia, y calidad en la recepción (turnos), no tuvieron un impacto estadísticamente significativo.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The objective of this study is to offer an explanation of how service quality in public health institutions affects the beneficiary&#8217;s satisfaction with those institutions. Thirty-two quality attributes were identified in the service through an study and by analyzing the care received by the beneficiary in a primary care clinic. A structured scale was designed to measure the beneficiary&#8217;s perception of the performance of these attributes, as well as satisfaction indicators. A sample of 600 beneficiaries equitably divided between three institutions was collected. These were the Secretary of Health, the Mexican Social Security Institute (IMSS), and the Institute for Social Security and Services for State Workers (ISSSTE). Through a confirmatory factorial analysis, the attributes were grouped into seven service quality dimensions. In order to analyze the impact of these dimensions on satisfaction, six regression models and two structural models were carried out. These analyses showed that the quality of service provided by physicians and the quality of medication delivery services tend to be the factors with the greatest impact on beneficiary satisfaction. The quality of service provided by clinical analysis staff and the quality of the facilities also had a significant impact. However, factors such as quality of nursing services, quality of service provided by pharmacy staff, and quality of front desk service (assigning turns), did not have a statistically significant impact.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad en el servicio]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[instituciones de salud]]></kwd>
<kwd lng="es"><![CDATA[M31]]></kwd>
<kwd lng="es"><![CDATA[M39]]></kwd>
<kwd lng="es"><![CDATA[I11]]></kwd>
<kwd lng="es"><![CDATA[I18]]></kwd>
<kwd lng="en"><![CDATA[Service quality]]></kwd>
<kwd lng="en"><![CDATA[customer satisfaction]]></kwd>
<kwd lng="en"><![CDATA[health care institutions]]></kwd>
<kwd lng="en"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[M39]]></kwd>
<kwd lng="en"><![CDATA[I11]]></kwd>
<kwd lng="en"><![CDATA[I18]]></kwd>
</kwd-group>
</article-meta>
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