Metodologia de medição da qualidade em laboratórios clínicos
DOI:
https://doi.org/10.15665/dem.v19i3.2758Palavras-chave:
ensaio de perceção, qualidade, serviço e análise clínicaResumo
O objetivo da investigação foi desenvolver um modelo teórico-metodológico de perceção de qualidade nos utilizadores do serviço laboratorial privado de estudos clínicos em Moroleón, Guanajuato, México. A qualidade do serviço é a prestação de serviços aos clientes, enquanto a satisfação do cliente é a experiência do cliente com os serviços. O modelo de Equações Estruturais é sólido na sua explicação e significado porque mostra a relação positiva e significativa que os elementos tangíveis têm, com capacidade de resposta, com a acessibilidade e fiabilidade dos utilizadores e os seus efeitos diretos - indiretos
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Direitos de Autor (c) 2021 María de Lourdes Cárcamo Solís, María del Pilar Arroyo López, Ramón Navarrete Reynoso, Erika Lourdes González Rosas
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