Aplicación del modelo Servperf en los centros de atención Telcel, Hermosillo: una medición de la calidad en el servicio

Morales, Luis Enrique Ibarra; Medina, Emma Vanessa Casas

doi:10.1016/s0186-1042(15)72153-4

Cited by 26 publications

(11 citation statements)

References 19 publications

(12 reference statements)

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“…Thus, as a matter of fact, there is a fundamental difference between service quality and customer satisfaction, since service quality is a long-term attitude and customer satisfaction corresponds to a transient judgment, based on the provision of a particular service. Therefore, according to [57], the SERVPERF score is the sum of the scores of the clients' perceptions. This suggests the higher the quality of the service, the greater the sum of these perceptions.…”

Section: Satisfaction and The Servperfmentioning

confidence: 99%

“…Some of the advantages that SERVPERF presents are related to (1) the ease of interpretation of the concept, since the items of expectations are removed and only consider the customers' perceptions; (2) the use of perceptions in predicting the behavior of companies that supply products/services; (3) less time spent applying the instrument; (4) assessments are based more on satisfaction than on the gap and interpretation; (5) the ease of analysis of the obtained data; (6) 50% decrease in the survey items, hence making participants more motivated and willing in collaborating with the studies [57][58][59][60].…”

Section: Satisfaction and The Servperfmentioning

confidence: 99%

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Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde

et al. 2020

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In Cape Verde, small family farming production suffers continuously from limited essential resources such as water and soil for a steady development. This situation is further aggravated by the lack of financial resources. We have developed a hybrid and multidimensional conceptual model for improvement of those small farming units by bringing together concepts of quality management, farmers’ satisfaction evaluation and production capabilities. The model we have built was the result of an inquiry based on Focus Group study with 15 farmers and it was carried out in 2019. We name the model as SQual4Agri and this is a step toward improvement in small family based agricultural organization, namely in productivity, responsibility sharing, communication and quality management.

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Section: Satisfaction and The Servperfmentioning

confidence: 99%

Section: Satisfaction and The Servperfmentioning

confidence: 99%

Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde

et al. 2020

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“…El Modelo Disney tiene en consideración que, la mayoría de las veces, el cliente tiene una sola oportunidad para evaluar un servicio en términos de calidad y satisfacción (Ibarra & Casas, 2015). Por ello, esa sola oportunidad es donde las empresas deben mostrar lo mejor de sí, a través de un buen servicio o producto para atender esas necesidades y expectativas puntuales de los clientes.…”

Section: Liderazgo Transformacional Según Enfoque Del "Modelo Disney"unclassified

Factores económicos asociados a la productividad de la ganadería extensiva en el municipio de San Marcos, Sucre, Colombia

Vásquez¹,

Santis²

2020

Diálogo De Saberes Desde Ciencias Económicas, Administrativas Y Contables. Vol. 4

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El liderazgo es un aspecto central en el desarrollo de las organizaciones, debido a que es fuente de motivación, inspiración y transformación del recurso humano dentro de las empresas o compañías, y esta conjunción de elementos, a su vez, van a generar un impacto significativo en el crecimiento organizacional. El presente artículo, de tipo descriptivo-exploratorio, hace especial énfasis en el liderazgo transformacional y en la importancia del "Modelo Disney". Y, en razón de esto último, se describe la perspectiva de dicho modelo para el caso de la empresa Benavides Soluciones Topográficas y Construcción S.A.S., en la ciudad de Sincelejo. En los resultados obtenidos se evidencia que el servicio que brinda la empresa dentro del área de la construcción es una fortaleza, debido a que es percibida de manera satisfactoria por los clientes, y en donde es pertinente una mayor cualificación del recurso humano. En la discusión se valida el hecho de que el liderazgo que es transformador no puede ser ajeno a la eficiencia y eficacia del recurso humano dentro del Modelo de Servicio Disney, debido a que ello se revertirá en lograr brindar un servicio al cliente en términos de calidad superior. En la conclusión, se expone que el "Modelo Disney" es colaborativo con la generación de una cultura organizacional orientada al cliente, y, desde esa

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“…The SERVPERF survey comprises 22 perceptions items divided into 5 quality dimensions. While this scale has been used to evaluate commercial services [11][12][13][14],it is also suitable for use healthcare, having been employed to assess public health in Malaga [15], a health center in La Coruña [16] and in an emergency service in Chile [15]. Such usage proved to be reliable and valid.…”

Section: Introductionmentioning

confidence: 99%

Validation of a Spanish-Language Scale for Evaluating Perceived Quality of Care of Medical Abortions Before 9 Weeks Gestation

Cabedo-Ferreiro

Vicente-Hernández

Manresa-Domínguez

et al. 2021

Preprint

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Background: Spanish Organic Law 2/2010 legalizes abortion within 14 weeks of gestation. Medical abortion with mifepristone and misoprostol is around 97% effective and is offered at primary care centers during the first 9 weeks of gestation. It consists administration of 200 mg of mifepristone by healthcare professional and of the self-administration 800 mg of misoprostol by the patient at home, along with prescribed analgesics. However, the quality of this process as perceived by patients has never been assessed. This study aims to validate a scale designed to assess the perceived quality of this process.Methods: Validation study of a Spanish adaptation of the SERVPERF scale. In total, 289 patients completed a self‑administered questionnaire consisting of 26 items previously evaluated by a group of experts. A re-test was performed on 53 of these patients 15 days later to assess interobserver consistency.Results: The non-response rate did not exceed 2.1%. The floor effect was 26% and the ceiling effect did not surpass 83%. The linearly weighted Kappa coefficient was good to excellent, in general. An exploratory factor analysis was performed with varimax rotation, obtaining a total of 7 dimensions that explain 65.9% of the variability. The internal consistency (Cronbach's alpha) for all items was 0.862.Conclusion: This psychometric instrument is valid and reliable for assessing the quality of care of medical abortion.Medical abortion is efficient, effective and eliminates the need for hospital care, anesthesia and surgical risk. However, user satisfaction has yet to be determined. This study offers a validated scale to assess perceived quality of care, their quality experience and person-centered care for abortion as a fundamental part of overall service quality as a fundamental part of overall service quality.

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Aplicación del modelo Servperf en los centros de atención Telcel, Hermosillo: una medición de la calidad en el servicio

Cited by 26 publications

References 19 publications

Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde

Hybrid Conceptual Model for Assessing Quality, Production and Satisfaction (SQual4Agri), in Agricultural Production Units, in Cape Verde

Factores económicos asociados a la productividad de la ganadería extensiva en el municipio de San Marcos, Sucre, Colombia

Validation of a Spanish-Language Scale for Evaluating Perceived Quality of Care of Medical Abortions Before 9 Weeks Gestation

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