EFFECTS HEALTH SERVICE QUALITY: A COMPARATIVE STUDY IN PUBLIC HOSPITALS VS. PRIVATE HOPITALS IN PUERTO RICO EFECTOS DE LA CALIDAD DE LOS SERVICIOS DE SALUD: UN ESTUDIO COMPARATIVO EN HOSPITALES PUBLICOS VS. HOSPITALES PRIVADOS EN PUERTO RICO

Liomary Principe Ayala and Rosaliz Santiago Ortega

Revista Internacional Administracion & Finanzas, 2017, vol. 10, issue 5, 1-11

Abstract: The evaluation of services is a demanding area due to an increasingly demanding society for quality services. In the area of health, patient satisfaction becomes a determining indicator in the measurement of the quality of care. The purpose of this study was to measure the relationship between the SERVQUAL Model (Tangibles, Safety, Accountability, Reliability, Empathy) with the satisfaction of clients in public hospitals compared to private hospitals. It also establishes the relationship between the five dimensions of the SERVQUAL model (Tangibles, Safety, Accountability, Reliability, Empathy) in public hospitals compared to private hospitals. The sample frame includes patients who have been treated in a public hospital or private hospital in Puerto Rico in the last 3 years. A questionnaire was used to collect data from the respondents. We obtained 203 completed questionnaires from patients who were treated at Hospitals in Puerto Rico. Statistical analysis was performed using SPSS. The conclusions for this research were that there is a relationship between the quality of services and the satisfaction of the users in addition that there is difference between the quality of services in Public Hospitals vs. Private Hospitals. According to the data collected, private hospitals provide better satisfaction to their clients

Keywords: Quality of Services; Satisfaction; SERVQUAL Model (search for similar items in EconPapers)
JEL-codes: I19 M00 M10 (search for similar items in EconPapers)
Date: 2017
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