<?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>S0186-10422024000200106</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2024.5181</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Satisfacción y lealtad de los usuarios de servicios de salud públicos y privados durante la covid-19]]></article-title>
<article-title xml:lang="en"><![CDATA[Satisfaction and loyalty of users of public and private healthcare services during the covid-19 pandemic]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ruiz Santoyo]]></surname>
<given-names><![CDATA[Grace Aileen]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Juárez López]]></surname>
<given-names><![CDATA[Berenice]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Marín Alcalá]]></surname>
<given-names><![CDATA[Alejandra]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Coahuila  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2024</year>
</pub-date>
<volume>69</volume>
<numero>2</numero>
<fpage>106</fpage>
<lpage>119</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422024000200106&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422024000200106&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422024000200106&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Los servicios de salud se adaptaron a la nueva normalidad, a partir de cambios en su infraestructura y atención a los beneficiarios, derivados de la Covid-19, así mismo, se realizaron esfuerzos para que los usuarios se sintieran satisfechos con el servicio brindado. Por ello, el objetivo de este trabajo es analizar la satisfacción y lealtad en los servicios de salud, durante la pandemia, en la región de estudio. Esta investigación es de tipo causal, bajo un enfoque cuantitativo y de temporalidad transversal. Primeramente, se realizó la revisión de la literatura, se propuso un modelo teórico, el cual fue validado y, posteriormente, se probaron las hipótesis, a partir de la estimación de regresiones lineales. Los resultados indicaron que el modelo es aceptable y la lealtad es explicada por la satisfacción. Finalmente, se concluye que la satisfacción del paciente tiene un papel mediador en el aumento de la lealtad de este.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Health services adapted to the new normal, from changes in their infrastructure and attention to beneficiaries, derived from Covid-19. Likewise, efforts were made so that users felt satisfied with the service provided. Therefore, the objective of this work is to analyze satisfaction and loyalty in health services, during the pandemic, in the study region. This research is causal, under a quantitative approach and transversal temporality. First, the literature was reviewed, a theoretical model was proposed, which was validated and, subsequently, the hypotheses were tested, based on the estimation of linear regressions. The results indicated that the model is acceptable and loyalty is explained by satisfaction. Finally, it is concluded that patient satisfaction has a mediating role in increasing patient loyalty.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[M300]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[lealtad]]></kwd>
<kwd lng="es"><![CDATA[servicios de salud]]></kwd>
<kwd lng="es"><![CDATA[covid-19]]></kwd>
<kwd lng="en"><![CDATA[M30]]></kwd>
<kwd lng="en"><![CDATA[M31]]></kwd>
<kwd lng="en"><![CDATA[M39]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="en"><![CDATA[health services]]></kwd>
<kwd lng="en"><![CDATA[covid-19]]></kwd>
</kwd-group>
</article-meta>
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