IDEAS home Printed from https://ideas.repec.org/a/nax/conyad/v63y2018i2p28-51.html
   My bibliography  Save this article

Assessing the effect of service quality over user satisfaction in public health institutions in Mexico

Author

Listed:
  • Jorge Vera

    (Tecnológico de Monterrey, México)

  • Andrea Trujillo

    (EGADE Business School, México)

Abstract

The objective of this study is to offer an explanation of how service quality in public health institu¬tions affects the beneficiary’s satisfaction with those institutions. Thirty-two quality attributes were iden¬tified in the service through an study and by analyzing the care received by the beneficiary in a primary care clinic. A structured scale was designed to measure the beneficiary’s perception of the performance of these attributes, as well as satisfaction indicators. A sample of 600 beneficiaries equitably divided be¬tween three institutions was collected. These were the Secretary of Health, the Mexican Social Security Institute (IMSS), and the Institute for Social Security and Services for State Workers (ISSSTE). Through a confirmatory factorial analysis, the attributes were grouped into seven service quality dimensions. In order to analyze the impact of these dimensions on satisfaction, six regression models and two structural models were carried out. These analyses showed that the quality of service provided by physicians and the quality of medication delivery services tend to be the factors with the greatest impact on beneficiary satisfaction. The quality of service provided by clinical analysis staff and the quality of the facilities also had a significant impact. However, factors such as quality of nursing services, quality of service provided by pharmacy staff, and quality of front desk service (assigning turns), did not have a statistically signifi¬cant impact.

Suggested Citation

  • Jorge Vera & Andrea Trujillo, 2018. "Assessing the effect of service quality over user satisfaction in public health institutions in Mexico," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 28-51, Abril-Jun.
    • Handle: RePEc:nax:conyad:v:63:y:2018:i:2:p:28-51
    as

    Download full text from publisher

    File URL: http://www.cya.unam.mx/index.php/cya/article/view/828/1270
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    2. Jean-Noël Kapferer & Gilles Laurent, 1985. "Measuring consumer involvement profiles," Post-Print hal-00786781, HAL.
    3. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jorge Vera & Andrea Trujillo, 2018. "El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 5-27, Abril-Jun.
    2. Kim, Junic, 2021. "Platform quality factors influencing content providers’ loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    3. Inwon Kang & Deokhee Cheon & Matthew Shin, 2011. "Advertising strategy for outbound travel services," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 361-380, December.
    4. O'Cass, A., 2000. "An assessment of consumers product, purchase decision, advertising and consumption involvement in fashion clothing," Journal of Economic Psychology, Elsevier, vol. 21(5), pages 545-576, October.
    5. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    6. Kautish, Pradeep & Paço, Arminda & Thaichon, Park, 2022. "Sustainable consumption and plastic packaging: Relationships among product involvement, perceived marketplace influence and choice behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    7. ter Braak, Anne & Geyskens, Inge & Dekimpe, Marnik G., 2014. "Taking private labels upmarket: Empirical generalizations on category drivers of premium private label introductions," Journal of Retailing, Elsevier, vol. 90(2), pages 125-140.
    8. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    9. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    10. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    11. Gross, Michael J. & Brown, Graham, 2006. "Tourism experiences in a lifestyle destination setting: The roles of involvement and place attachment," Journal of Business Research, Elsevier, vol. 59(6), pages 696-700, June.
    12. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    13. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    14. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    15. Karolus Karni Lando & Achmad Sudiro & Wahdiyat Moko & Nur Khusniyah Indrawati, 2024. "The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 160-179.
    16. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    17. repec:arp:tjssrr:2019:p:965-981 is not listed on IDEAS
    18. Meena, Rahul & Sarabhai, Samar, 2023. "Extrinsic and intrinsic motivators for usage continuance of hedonic mobile apps," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    19. Catherine Viot & Juliette Passebois-Ducros, 2010. "Wine brands or branded wines? The specificity of the French market in terms of the brand," Post-Print hal-01803728, HAL.
    20. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
    21. Suzana Markovic & Sanja Raspor & Jelena Komšic, 2012. "Service Quality Measurement in Croatian Wellness Tourism: An Application of the SERVQUAL Scale," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 5(1), pages 47-58.

    More about this item

    Keywords

    Service quality; customer satisfaction; health care institutions;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other
    • I11 - Health, Education, and Welfare - - Health - - - Analysis of Health Care Markets
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nax:conyad:v:63:y:2018:i:2:p:28-51. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alberto García-Narvaez (Technical Editor) (email available below). General contact details of provider: https://edirc.repec.org/data/fcunamx.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.