<?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>2007-8064</journal-id>
<journal-title><![CDATA[Entreciencias: diálogos en la sociedad del conocimiento]]></journal-title>
<abbrev-journal-title><![CDATA[Entreciencias: diálogos soc. conoc.]]></abbrev-journal-title>
<issn>2007-8064</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Escuela Nacional de Estudios Superiores]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-80642021000100003</article-id>
<article-id pub-id-type="doi">10.22201/enesl.20078064e.2021.23.77710</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Evaluación de la calidad del servicio en las clínicas de la Licenciatura en Estomatología de la BUAP: metodologías SERVPERF y Donabedian]]></article-title>
<article-title xml:lang="en"><![CDATA[Service Quality Evaluation in the Undergraduate Stomatology Degree at BUAP: SERVPERF and Donabedian Methodologies]]></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"/>
</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[Rodríguez]]></surname>
<given-names><![CDATA[Rebeca Lucero]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Aguilar]]></surname>
<given-names><![CDATA[Sonia Lilia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Perea González]]></surname>
<given-names><![CDATA[Gloria Patricia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Benemérita Universidad Autónoma de Puebla  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Nacional Autónoma de México  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>9</volume>
<numero>23</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-80642021000100003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-80642021000100003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-80642021000100003&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Objetivo: comparar la percepción de la calidad funcional de los pacientes que acuden a los servicios en las Clínicas Estomatológicas de Docencia y Servicio (CEDS), con las metodologías Donabedian y SERVPERF.  Diseño metodológico:  se realizó un estudio descriptivo, transversal, observacional y prolectivo para comparar cómo perciben los pacientes atendidos en las CEDS de la Facultad de Estomatología (FE) de la Benemérita Universidad Autónoma de Puebla (BUAP) la calidad del servicio, a partir de las metodologías Donabedian y SERVPERF. Se diseñó y aplicó a una muestra aleatoria estratificada de 400 pacientes un instrumento denominado PERCACEL estructurado en tres partes: a) datos generales; b) metodología de evaluación de Donabedian; y c) metodología SERVPERF.  Resultados: el porcentaje de percepción de la calidad con el instrumento Donabedian fue menor (8.14 %) en comparación con el obtenido con la metodología SERVPERF (8.51 %).  Limitaciones de la investigación: la validez y confiabilidad del instrumento resultaron altas, sin embargo, su sensibilidad depende de la identificación de los procesos del servicio a evaluar en cada una de las dimensiones de las dos metodologías, para asegurar su confiabilidad.  Hallazgos: ambos instrumentos pueden ser utilizados en diferentes servicios, tanto públicos como privados, y en diferentes ámbitos, incluyendo el de estomatología.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Purpose: To compare the perception of patients who attend the services of the Stomatological Teaching and Service Clinics (STSC) regarding functional quality through the Avedis Donabedian and SERVPERF methodologies.  Methodological Design:  A descriptive, cross-sectional, observational and prolective study was carried out to compare how patients perceive the quality of the service at Benemérita Universidad Autónoma de Puebla&#8217;s (BUAP) Teaching and Service Stomatological Clinics (TSEC) at the Faculty of Stomatology (FEs), based on the Donabedian and SERVPERF methodologies. An instrument called PERCACEL structured in three parts was designed and applied to a stratified random sample of 400 patients: a) general data; b) Donabedian's evaluation methodology; and c) SERVPERF methodology.  Results:  According to the results obtained, the percentage of perception of quality with the Donabedian instrument was lower at 8.14%, compared to those obtained through the SERVPERF methodology which registered 8.51%.  Research limitations:  Both validity and reliability of the instrument were high. However, its sensitivity depends on the identification of the service processes to be evaluated, in each of the dimensions of the two methodologies to ensure their reliability.  Findings:  Both instruments can be used in different services, both public and private, and in different fields, including stomatology.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[evaluación]]></kwd>
<kwd lng="es"><![CDATA[calidad]]></kwd>
<kwd lng="es"><![CDATA[estomatología]]></kwd>
<kwd lng="es"><![CDATA[Avedis Donabedian]]></kwd>
<kwd lng="es"><![CDATA[SERVPERF]]></kwd>
<kwd lng="en"><![CDATA[Evaluation]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[Stomatology]]></kwd>
<kwd lng="en"><![CDATA[Avedis Donabedian]]></kwd>
<kwd lng="en"><![CDATA[SERVPERF]]></kwd>
</kwd-group>
</article-meta>
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