<?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>2007-7459</journal-id>
<journal-title><![CDATA[Horizonte sanitario]]></journal-title>
<abbrev-journal-title><![CDATA[Horiz. sanitario]]></abbrev-journal-title>
<issn>2007-7459</issn>
<publisher>
<publisher-name><![CDATA[Universidad Juárez Autónoma de Tabasco, División Académica de Ciencias de la Salud]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-74592024000100073</article-id>
<article-id pub-id-type="doi">10.19136/hs.a23n1.5697</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad en el servicio mediante la metodología Servqual y satisfacción en pacientes hospitalizados]]></article-title>
<article-title xml:lang="en"><![CDATA[Quality Service: servqual methodology and patient satisfaction in hospitals]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Garza-Carranza]]></surname>
<given-names><![CDATA[María Teresa de la]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Calderón-Pérez]]></surname>
<given-names><![CDATA[Alejandra]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Reyes-Berlanga]]></surname>
<given-names><![CDATA[Mónica Lucía]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[García-Torres]]></surname>
<given-names><![CDATA[María Angélica]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Tecnológico Nacional de México en Celaya  ]]></institution>
<addr-line><![CDATA[Celaya Guanajuato]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,tecnológico Nacional de México en Celaya  ]]></institution>
<addr-line><![CDATA[Celaya Guanajuato]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Instituto Mexicano del Seguro Social Hospital General de Zona #2 ]]></institution>
<addr-line><![CDATA[Irapuato Guanajuato]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Instituto Mexicano del Seguro Social Hospital General de Zona #2 ]]></institution>
<addr-line><![CDATA[Irapuato Guanajuato]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>04</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>04</month>
<year>2024</year>
</pub-date>
<volume>23</volume>
<numero>1</numero>
<fpage>73</fpage>
<lpage>81</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-74592024000100073&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-74592024000100073&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-74592024000100073&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Objetivo: Determinar la relación existente entre la satisfacción de los pacientes hospitalizados y la calidad en el servicio en un hospital público del Estado de Guanajuato, mediante la metodología SERVQUAL.  Materiales y métodos: Estudio de diseño cuantitativo correlacional y de validación de instrumentos de medición. Se contó con la participación de 191 pacientes internados en cuatro servicios de hospital.  Resultados: Los resultados comprobaron que el cuestionario utilizado cumple con los parámetros de confiabilidad. Adicionalmente se realizó un análisis de regresión lineal múltiple para identificar los factores del SERVQUAL que influyen en la satisfacción del paciente y se encontró que los factores influyentes son tangibilidad, fiabilidad, seguridad y empatía (F=111.17, p &lt; 0.001), lo que indica una relación altamente significativa.  Conclusiones: Las variables del SERVQUAL identificadas como influyentes en la calidad del servicio presentan una asociación positiva (tangibilidad, fiabilidad y empatía). La variable capacidad de respuesta no presenta un valor significativo en la regresión. Sin embargo, la variable seguridad presenta una asociación negativa lo cual implica que el paciente percibe que hace falta comunicación en los procedimientos aplicados por parte del personal y la amabilidad con la cual es atendido.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Objective: Determine the relationship between the satisfaction of hospitalized patients and the quality of service in a public hospital in the State of Guanajuato, through the SERVQUAL methodology.  Materials and methods: Correlational quantitative design study and validation of measurement instruments. 191 patients of four hospital service were interviewed.  Results:  The results confirmed that the questionnaire used meets the reliability parameters. Additionally, a multiple linear regression analysis was carried out to identify the SERVQUAL factors that influence patient satisfaction and it was found that the influential factors are tangibility, reliability, security and empathy (F=111.17, p &lt; 0.001), which indicates a highly significant relationship.  Conclusions: The SERVQUAL variables identified as influencing service quality present a positive association (tangibility, reliability and empathy). The responsiveness variable does not present a significant value in the regression. However, the security variable presents a negative association which implies that the patient perceives that there is a lack of communication in the procedures applied by the staff and the kindness with which he is cared for.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Control de calidad]]></kwd>
<kwd lng="es"><![CDATA[Salud pública]]></kwd>
<kwd lng="es"><![CDATA[Seguridad del paciente]]></kwd>
<kwd lng="en"><![CDATA[Quality control]]></kwd>
<kwd lng="en"><![CDATA[public health]]></kwd>
<kwd lng="en"><![CDATA[Patient Safety]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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