<?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>S0186-10422024000200001</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2024.5152</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Modelo de ecuaciones estructurales para evaluar la satisfacción de pacientes en servicios odontológicos universitarios]]></article-title>
<article-title xml:lang="en"><![CDATA[Structural equation model to assess patient satisfaction with university dental services]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Méndez-Wong]]></surname>
<given-names><![CDATA[Adriana]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Amezcua-Núñez]]></surname>
<given-names><![CDATA[Juan Bernardo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Morales-Pando]]></surname>
<given-names><![CDATA[Allyson Gabriela]]></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>1</fpage>
<lpage>20</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422024000200001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422024000200001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422024000200001&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El presente trabajo se realiza desde la perspectiva de la Mercadotecnia Sanitaria considerando las variables del modelo SERVPERF: capacidad de respuesta, confianza, elementos tangibles, empatía, seguridad. El objetivo es evaluar la relación de la calidad del servicio en la satisfacción de los pacientes en las Clínicas de Atención Dental de la Facultad de Odontología de la Universidad Autónoma de Coahuila. Así mismo se incorpora la higiene como nuevo constructo que ayude a mejorar la percepción de la calidad en los servicios relacionados con la salud y su efecto en la satisfacción del usuario. Los resultados del estudio empírico se obtienen al aplicar un Modelo de Ecuaciones Estructurales (SEM) evaluando el modelo teórico mediante Análisis de Mínimos Cuadrados Parciales (PLS) con el software Smart PLS. Se utiliza el Análisis de Senderos (PATH Analysis) para determinar la correlación entre variables y se encuentra que las estimaciones obtenidas para el modelo tienen un impacto significativo en la satisfacción de los usuarios, donde se observa que la R2 del modelo es de 0.781 lo que hace relevante la relación explicada del modelo confirmatorio. El constructo de higiene resultó significativo y ayudó a aumentar el valor de la R2 y en consecuencia el grado de explicación del modelo. Los resultados de este trabajo contribuyen al mejoramiento del modelo para prestadores de servicio relacionados con la salud, donde la higiene constituye un atributo determinante en la percepción de la calidad en el servicio y la satisfacción del usuario. En cuanto a las implicaciones prácticas de este estudio los resultados pueden ser útiles para mejorar la calidad de los servicios prestados en organizaciones sanitarias.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The present work is carried out from the perspective of Health Marketing considering the variables of the SERVPERF model: responsiveness, trust, tangible elements, empathy, hygiene, safety. The objective is to evaluate the relationship between service quality and patient satisfaction in the Dental Care Clinics of the School of Dentistry of the Autonomous University of Coahuila. In addition, hygiene is incorporated as a new construct to help improve the perception of quality in health-related services and its effect on user satisfaction. The results of the empirical study are obtained by applying a Structural Equation Model (SEM) evaluating the theoretical model through Partial Least Squares Analysis (PLS) with Smart PLS software. Path Analysis is used to determine the correlation between variables and it is found that the estimates obtained for the model have a significant impact on user satisfaction, where it is observed that the R2 of the model is 0.781, which makes the relationship explained by the confirmatory model relevant. The hygiene construct was significant and helped to increase the R2 value and consequently the degree of explanation of the model. The results of this work contribute to the improvement of the model for health-related service providers, where hygiene is a determining attribute in the perception of service quality and user satisfaction. As for the practical implications of this study, results can be useful to improve the quality of services provided in health organizations.]]></p></abstract>
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<kwd lng="es"><![CDATA[satisfacción en el servicio]]></kwd>
<kwd lng="es"><![CDATA[higiene]]></kwd>
<kwd lng="es"><![CDATA[mercadotecnia sanitaria]]></kwd>
<kwd lng="es"><![CDATA[servicios odontológicos]]></kwd>
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<kwd lng="en"><![CDATA[hygiene]]></kwd>
<kwd lng="en"><![CDATA[healthcare marketing]]></kwd>
<kwd lng="en"><![CDATA[dental services]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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