<?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>1870-199X</journal-id>
<journal-title><![CDATA[Revista odontológica mexicana]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. Odont. Mex]]></abbrev-journal-title>
<issn>1870-199X</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Odontología]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1870-199X2018000200065</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Adaptación y validación de un instrumento con la metodología SERVQUAL en clínicas de docencia y servicios estomatológicos]]></article-title>
<article-title xml:lang="en"><![CDATA[Adaptation and validation of an instrument with SERVQUAL methodology in teaching clinics and stomatological services]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[López-Ramírez]]></surname>
<given-names><![CDATA[Edith]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
<xref ref-type="aff" rid="Aaf"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Castañón-Herrera]]></surname>
<given-names><![CDATA[Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sifuentes-Valenzuela]]></surname>
<given-names><![CDATA[María Cristina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Flores-Yáñez]]></surname>
<given-names><![CDATA[Consuelo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Helmes-Gómez]]></surname>
<given-names><![CDATA[Leticia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vaillard-Jiménez]]></surname>
<given-names><![CDATA[Esther]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Lucero-Rodríguez]]></surname>
<given-names><![CDATA[Rebeca]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto de Administración Pública Puebla  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Benemérita Universidad Autónoma de Puebla Facultad de Economía ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,UNAM Facultad de Odontología ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,BUAP Facultad de Estomatología ]]></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>22</volume>
<numero>2</numero>
<fpage>65</fpage>
<lpage>68</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S1870-199X2018000200065&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S1870-199X2018000200065&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S1870-199X2018000200065&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen:  Objetivo:  Adaptar y validar un instrumento para evaluar la calidad, en las clínicas de docencia y Servicio de Estomatología con la metodología SERVQUAL. Material y métodos: Estudio descriptivo, transversal, observacional y prospectivo validado con una alfa de Cronbach. Se diseñó un instrumento con la metodología de SERVQUAL de Parasuraman, Zeithaml y Berry (P, Z y B) aplicándose a una muestra aleatoria estratificada constituida por 400 pacientes de las clínicas de docencia y servicio de la Benemérita Universidad Autónoma de Puebla (BUAP). Para su elaboración se tomaron en cuenta las cinco dimensiones propuestas por los autores: tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Resultados: El instrumento reportó una validez clasificable como excelente de acuerdo (criterios de George y Mallery) con un valor alfa de Cronbach de 0.967 para la primera parte del instrumento correspondiente a «expectativas» y la segunda parte correspondiente a «percepciones» con 0.923. Discusión: Derivado de la validación a través del análisis factorial y los altos índices obtenidos con el índice del alfa de Cronbach ambas partes del instrumento permanecieron sin cambio. Conclusiones: En los servicios de salud existen un gran número de instrumentos validados para identificar el grado de satisfacción, sin embargo, cada instrumento debe identificar y ubicar en cada una de las dimensiones del modelo seleccionando los procesos realizados en los servicios a evaluar para obtener resultados objetivos. La confiablidad, validez y aplicabilidad del instrumento cumplió con esas expectativas.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract:  Objective:  Adaptation and validation of an instrument designed to evaluate quality in teaching clinics and stomatological services with SERVQUAL methodology. Material and methods: Descriptive, cross-sectional observational and prospective study validated with alpha Cronbach coefficient. Parasuraman, Zeithaml and Berry (P, Z and B) designed an instrument with SERVQUAL methodology; it was applied to a stratified, randomized sample composed of 400 patients coming from teaching clinics and services of the Emeritum Autonomous University of Puebla (BUAP). For manufacture of said sample the following five dimensions proposed by authors were taken into account: tangibility, reliability, response capacity, security and empathy. Results: Instrument reported validity classifiable as excellent, according to an 0.967 alpha Cronbach value for the first part of the instrument corresponding to «expectations», the second part corresponding to «perceptions» rated 0.923. Discussion: Derived from validation through factorial analysis and high indexes obtained with alpha Cronbach index, both parts of the instrument remained without changes. Conclusions: Within the sphere of health services there is a great number of instruments validated to identify the level of satisfaction, nevertheless, each instrument must identify and locate within the dimensions of the selected model processes conducted in services to be evaluated, in order to obtain objective results. Reliability, validity and applicability of the instrument met with aforementioned expectations.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Percepción de la calidad]]></kwd>
<kwd lng="es"><![CDATA[validación de un instrumento de medición]]></kwd>
<kwd lng="es"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="es"><![CDATA[clínicas de docencia y servicio estomatología y/o odontología]]></kwd>
<kwd lng="en"><![CDATA[Quality perception]]></kwd>
<kwd lng="en"><![CDATA[measurement instrument validation]]></kwd>
<kwd lng="en"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="en"><![CDATA[teaching clinics and stomatological and/or dental service]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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