TY  - JOUR 
TI  - Propuesta metodológica para medir la calidad del servicio de consulta externa en medicina general
JO  - ESTUDIOS GERENCIALES;Vol. 27 No. 120 - Julio/Septiembre 2011
PB  - Universidad Icesi
PY  - 2011
AB  - 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.
KW  - SERVICIOS DE CONSULTA
KW  - SERVICIO
KW  - PROFESIONALES
KW  - CALIDAD DE SERVICIO
KW  - TOLERANCE ZONE
KW  - TOLERANCE ZONE
KW  - OUTPATIENT SERVICE
KW  - SERVICE CONVENIENCE
KW  - SUBSTANTIAL SERVICE
KW  - HUMAN AND PROFESSIONAL ASPECTS OF SERVICE
UR  - http://www.icesi.edu.co/revistas/index.php/estudios_gerenciales/article/view/1113
ER  -