%0 Journal Article 
%T Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general
%J ESTUDIOS GERENCIALES;Vol. 27 No. 120 - Julio/Septiembre 2011
%D 2011
%U http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1113
%X This article offers a methodological 
proposal for measuring quality of 
outpatient service using the model 
of tolerance zone. A mix of in-depth 
interviews, focus group meetings, 
exploratory factor analysis, and confirmatory factor analysis revealed 
that users make judgments about 
the quality of outpatient services 
by evaluating service convenience, 
substantial service, and human and 
professional aspects of service providers. The article includes a guide 
about how managers should apply, 
interpret, and use the outcomes of 
the proposed evaluation methodology. Lastly, it identifies limitations 
and suggests future research topics.
%K SERVICIOS DE CONSULTA
%K SERVICIO
%K PROFESIONALES
%K CALIDAD DE SERVICIO
%K TOLERANCE ZONE
%K TOLERANCE ZONE
%K OUTPATIENT SERVICE
%K SERVICE CONVENIENCE
%K SUBSTANTIAL SERVICE
%K HUMAN AND PROFESSIONAL ASPECTS OF SERVICE
%~ GOEDOC, SUB GOETTINGEN