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Resumen Una de las industrias más destacadas de la economía mexicana es la restaurantera. Su importancia, debido a su número de empresas, creación de empleos y emprendimientos, ha ocasionado que se genere un alto índice de competitividad. Esto provoca que se busquen estrategias para mejorar la calidad del servicio que ofrecen, con el propósito de retener y atraer clientes. El objetivo de este trabajo fue identificar los factores que conforman la percepción de la calidad en el servicio en un restaurante mexicano. Para ello, se utilizó el instrumento DINESERV, mediante un enfoque cuantitativo y un análisis factorial confirmatorio. Los resultados mostraron que el instrumento DINESERV es válido para restaurantes mexicanos. Asimismo, se detectaron los factores que integran el servicio al cliente, enfatizando los aspectos de tangibilidad, confiabilidad, respuesta y empatía. Características como personal competente y con experiencia, tener siempre presente los intereses del cliente y la apariencia de la vestimenta y limpieza del personal de servicio son elementos clave para que el restaurante genere mayor satisfacción en sus clientes.

Abstract One of the most prominent industries in the Mexican economy is the restaurant industry. Its importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this work was to identify the factors that comprise service quality perception in a Mexican restaurant. For that purpose, we employed the DINESERV instrument, through a quantitative approach and a confirmatory factor analysis. Results showed that the DINESERV instrument is valid for Mexican restaurants. Likewise, the factors that make up customer service were identified, emphasizing the aspects such as tangibility, reliability, response and empathy. Factors such as competent and experienced staff, always keeping in mind the interests of the client, the appearance of the service personnel´s clothing and cleanliness are key elements for the restaurant to generate greater satisfaction in its customers.

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Resumen La calidad en el servicio se considera una alternativa para que las empresas puedan obtener una ventaja competitiva y sostenible en un entorno económico globalizado. Las pequeñas y medianas empresas deben ofrecer una mayor calidad en el servicio que las empresas grandes, y así obtener la preferencia de los clientes. El objetivo de este estudio fue identificar la relación entre la variable calidad en el servicio y las variables satisfacción del cliente y lealtad del cliente. Se utilizó el coeficiente de correlación de Spearman y un método estadístico basado en análisis factorial exploratorio que apunta a extraer la varianza máxima del conjunto de datos dentro de cada factor. Los resultados permitieron observar una correlación altamente significativa, positiva y fuerte de la variable de calidad en el servicio con satisfacción del cliente (r = 0.820) y lealtad del cliente (r = 0.803). Un hallazgo importante también fue la asociación entre la dimensión aspectos tangibles con las variables satisfacción del cliente (r = 0.910) y lealtad del cliente (r = 0.919). Por otro lado, en el análisis factorial, a través de la varianza total explicada, se observó que el autovalor es superior a 1 en los cinco primeros casos, donde el porcentaje de la varianza alcanza un valor máximo de 54.886 % en su primer factor. Entonces, con cinco factores se consigue explicar un 73.713 % de la varianza de todos los datos originales. El estudio presentó la limitación de su aplicación en solo una empresa. Se confirmó que a través de una mejor atención y servicio al cliente, la calidad en el servicio constituye una excelente herramienta para la rentabilidad y sostenibilidad de la empresa.

Abstract Service quality is considered an alternative for companies to obtain a competitive and sustainable advantage in a globalized economic environment. Small and medium-sized enterprises must offer a higher quality of service than large companies, and thus obtain customer preference. The objective of this study was to identify the relationship between service quality variable and the customer satisfaction and customer loyalty variables. Spearman's correlation coefficient was used, and a statistical method based on exploratory factor analysis, aiming to extract the maximum variance of the data set within each factor. The results allowed observing a highly significant, positive, and strong correlation, with values of r = 0.820 and r = 0.803, between the variables of service quality, customer satisfaction, and customer loyalty. An important finding was the association between the tangible aspects dimension with the customer satisfaction and customer loyalty variables, with values of r = 0.910 and r = 0.919, respectively. On the other hand, in the factor analysis, through the explained total variance, it was observed that the eigenvalue is greater than 1 in the first five cases, where the percentage of the variance reaches a maximum value of 54.886 % in its first factor. Then, with five factors, 73.713 % of the variance of all the original data is explained. The study presented the limitation of its application in only one company. It was confirmed that, through better customer care and service, service quality constitutes an excellent tool for the profitability and sustainability of the organization.

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PURPOSE: The purpose of this paper is to evaluate the nonlinear impact of users' memories on their general evaluation of outpatient healthcare services by the integration of two methodologies: critical incidents technique (CIT) and penalty-reward contrast analysis (PRCA). DESIGN/METHODOLOGY/APPROACH: The authors carried out a survey with 356 respondents, users of seven outpatient clinics located in the city of Blumenau/SC, Brazil, during 2016. The participants were asked about their perceptions of positive and negative aspects of the service; and, using CIT, the answers were categorized according to the following dimensions: empathy, communication, facilities, access, promptness, medicines availability, complementary services, safety/confidentiality and service performance. Then, the authors evaluated the nonlinear impact of critical incidents on users' general evaluation of the service using the identified incidents as input variables in a PRCA. FINDINGS: The findings show that users of healthcare services tend to remember emotion and health aspects positively, while technical and formal aspects tend to be more negatively than positively remembered. On the other hand, PRCA identifies that incidents of three dimensions positively influence the overall perception of the service (empathy, complementary services and privacy) and five negatively (empathy, facilities, speed, drugs/pharmacy and health performance), explaining 26.3 percent of the variation in clients' general satisfaction. ORIGINALITY/VALUE: The present paper explores the integration of two methodologies, showing how we can use open listening to healthcare service users to identify the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers exploring this approach, particularly in relation to healthcare services.

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El propósito de este artículo es señalar que los pacientes también son clientes y que en realidad las decisiones las toman basadas en factores emocionales y no en los fríos y lógicos datos provenientes de los diagnósticos que hacen los Odontólogos. Cosas como el trato, servicio excepcional al paciente-cliente, conseguirán más la aceptación de tratamiento, que la pericia clínica (AU)

The purpose of this article is to point out that patients are clients also, and that in reality they take their decisions based on emotional factors and not on the cold and logical facts resulting from the diagnosis made by Dentists. Things such as exceptional service, patient-customer service will achieve more treatment acceptance than the clinical skills (AU)

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Purpose This paper aims to address problems in patient flow and identify the reasons behind extensive wait time at a public liver transplant outpatient clinic in an education and research hospital through the use of Lean health-care theories. Design/methodology/approach This paper opted for the application of Lean thinking and action research strategy. Data were collected through personal observations, interviews with users and team brainstorming. A value stream map was developed, improvement possibilities were identified and non-value-added activities were attempted to be eliminated. Findings Significant problems were identified and improvements were implemented and measured. The major remedial measures were: change the scheduling pattern, create a flow chart and a Kanban visual guide for medical students. In addition, an institutional change in the medical appointment scheduling software collaborated in the reduction of time and in the patient's displacement. The waiting time was reduced by 4.5 h, and the per cent complete and accurate increased by 50 per cent. Practical implications The flow was redesigned, and a culture of continuous improvement was introduced. Visiting the place where work was being done, leaders identified and created more value to the process without significant costs. The Gemba Walk was a powerful tool, interacting with people and processes in a Kaizen spirit. Originality/value Public health services in developing countries are one of the most deprived social needs of good practice. It will be useful for those who need examples about how to apply Lean tools in health care.

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La gestión hospitalaria es considerada como la forma de organizar y combinar los recursos con el fin de cumplir las políticas y objetivos institucionales de las diferentes entidades del sector de la salud. Particularmente la selección de personal en las instituciones hospitalarias públicas del Ecuador se encuentra normada por varias leyes que no contemplan de forma general la importancia de la satisfacción del cliente externo para esta actividad. El presente artículo tiene como objetivo valorar la relación entre el proceso de selección de personal y su influencia en la satisfacción del cliente externo de las instituciones hospitalarias públicas en el Ecuador(AU)

Hospital management is considered as the way to organize and combine resources in order to comply with the policies and institutional objectives of the different entities of the health sector. Particularly the selection of personnel in public hospitals in Ecuador is regulated by several laws that do not generally consider the importance of external customer satisfaction for this activity. The purpose of this article is to evaluate the relationship between the personnel selection process and its influence on the external customer satisfaction of public hospital institutions in Ecuador(AU)

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Resumen Introducción La satisfacción del paciente ha surgido como un resultado crítico de la atención; por ello, profundizar en la opinión de los usuarios, sus necesidades y expectativas desde la perspectiva de la calidad percibida es de gran importancia. Objetivo Determinar el nivel de satisfacción del usuario por un trato digno en las Áreas de Terapia Ocupacional y Mecanoterapia del Centro de Rehabilitación y Educación Especial del Estado de Tabasco. Material y métodos Se realizó un estudio observacional, analítico, transversal y prospectivo a pacientes que acudieron al Área de Mecanoterapia y Terapia Ocupacional del Centro de Rehabilitación y Educación Especial del Estado de Tabasco, en relación con la satisfacción y el trato digno recibido de los fisioterapeutas. El universo estuvo conformado por 280 pacientes; se optó por la fórmula para población finita por proporciones, obteniéndose una muestra de 122 usuarios; se implementó un cuestionario de 26 ítems. Se empleó la prueba ji-cuadrada (χ2) de Pearson, aceptándose una p ≤ 0.05. Resultados 81 eran mujeres (66.4%) y 41 hombres (33.6%), con edades de 36.3 ± 13.4 años. El 81.1% se sintió muy satisfecho con la atención recibida y un 76.2% con el tiempo de espera en las Áreas de Terapia Ocupacional y Mecanoterapia. Conclusión Los resultados fueron buenos, ya que 76.2% se encontraron satisfechos con el tiempo que esperaron para recibir la atención y un 81.1% con la atención recibida del fisioterapeuta; sólo el 69.7% consideró que el terapeuta le explicó en forma clara y entendible.

Abstract Introduction Patient satisfaction has emerged as a critical result of care; therefore, focusing on the opinion of users, their needs and expectations from the perspective of perceived quality is of great importance. Objective To determine the level of satisfaction of the user from a dignified treatment in the areas of occupational therapy and mechanotherapy of the Center of Rehabilitation and Special Education of the State of Tabasco. Material and methods An observational, analytical, cross-sectional and prospective study was carried out on patients who came to the area of mechanotherapy and occupational therapy at the Center for Rehabilitation and Special Education of the State of Tabasco, in relation to the satisfaction and dignified treatment received from physiotherapists. The universe consisted of 280 patients; the formula for finite population by proportions was chosen, obtaining a sample of 122 users; a questionnaire of 26 items was implemented. Pearson's chi-square (χ2) test was used, accepting a p ≤ 0.05. Results 81 were women (66.4%) and 41 were men (33.6%), with ages of 36.3 ± 13.4 years. 81.1% were very satisfied with the care received and 76.2% with the waiting time in the areas of Occupational Therapy and Mechanotherapy. Conclusion The results were good, as 76.2% were satisfied with the time they waited to receive care and 81.1% with the care received from the physiotherapist; only 69.7% considered that the therapist explained in a clear and understandable way.

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El presente trabajo se desarrolló con el objetivo de establecer la relación que existe entre la calidad de servicio y la satisfacción del usuario del centro de salud "Miguel Grau" de Chaclacayo, en el a¤o 2013. En esa investigación se utilizóel diseño de investigación no experimental, transeccional y descriptivo correlacional. Para recopilar la información se usó el cuestionario de calidad de servicio (SERVQUAL) y el cuestionario de satisfacción del cliente externo. La muestra fue de 317 de clientes externos del Centro de Salud "Miguel Grau" de Chaclacayo. Se demostró con esta tesis que s¡ existe una relación directa y significativa entre la calidad del servicio y la satisfacción del usuario, de los usuarios del Centro de Salud "Miguel Grau" de Chaclacayo, 2013.

The present work was developed with the aim of establishing the relationship between service quality and user satisfaction of the health center "Miguel Grau" Chaclacayo, in 2013. In this research the research design was used not experimental, transactional and descriptive correlational. To gather information questionnaire quality of service (SERVQUAL) and the satisfaction questionnaire was used external user. The sample included 317 external users of the Health Centre "Miguel Grau" Chaclacayo. It was shown with this thesis that there exists a direct and significant relationship between service quality and user satisfaction of users of the Health Centre "Miguel Grau" Chaclacayo, 2013.

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Actualmente el comercio local está amenazado por la competencia de las grandes superficies, siendo crucial apostar por la satisfacción y lealtad. El objetivo del estudio fue elaborar un instrumento para evaluar la satisfacción y la lealtad en tiendas de alimentación y estudiar la influencia de variables sociodemográficas. Se aplicó una entrevista personal compuesta por 36 ítems agrupados en seis dimensiones: trato-clientela, instalaciones, producto, servicios, fidelidad y valor añadido, a 712 participantes. Las puntuaciones globales fueron positivas y homogéneas, destacando las escalas de producto, lealtad y trato-clientela, y siendo este último el factor más explicativo de la satisfacción. Los hombres y el grupo de 21-35 años presentan una menor satisfacción. Tres escalas se asocian positivamente con la escala de lealtad.

Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. To develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables on these aspects. A personal interview was applied that was composed of 36 items grouped into six dimensions: treatment of costumers, facilities, product, services, loyalty and value added, conducted with 712 participants. Positive and homogenous overall scores were obtained, specially product, loyalty and handling of customer scales, the latter being the most explicative factor of satisfaction. Men and the 21-35 year age group show low satisfaction. Three scales are positively associated with the loyalty scale.

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OBJETIVO: criar e avaliar o Questionário de Satisfação dos Clientes em Serviços de Educação Física (QSCSEF). MÉTODO E RESULTADOS: Avaliou-se o construto via avaliação de conteúdo (M=9,08), clareza (95,7%) e análise fatorial (três fatores), bem como a confiabilidade via a técnica das metades partidas (r=0,772) e da consistência interna (α=0,686). CONCLUSÃO: o QSCSEF apresentou uma boa reprodutibilidade e consistência interna em termos de confiabilidade. Pode ser considerado claro e válido para mensurar qualidade percebida, expectativa do cliente antes de utilizar o serviço e ocorrência de problemas, como determinantes para satisfação de consumidores de Florianópolis.

OBJECTIVE: To build and evaluate the Questionnaire of Customer Satisfaction with the Services in Physical Education (QCSSPE). METHOD AND RESULTS: We evaluated the instrument construct using content rating (M=9,08), clarity (95,7%) and the factorial analyses (three factors). Besides that, we tested the reliability using the split half technique (r=0,772) and the internal consistence (α=0,686). CONCLUSION: QCSSPE showed good reproducibility and internal consistency in terms of reliability and can be considered clear and valid to measure perceived quality, customer expectations before using the service and the occurrence of problems such as determinants of consumer satisfaction in Florianópolis.

OBJETIVO: construir y evaluar el Cuestionario de satisfacción del cliente con los servicios en Educación Física (QSCSEF). MÉTODO Y RESULTADOS: el constructo fue evaluado a partir del contenido (M = 9,08), claridad (95,7%) y análisis factorial (tres factores); la confiabilidad fue obtenida con el método de las dos mitades (r=0,772) y análisis de la consistencia interna (α=0,686). CONCLUSIÓN: el QSCSEF presentó una buena reproductibilidad y consistencia interna. Puede ser considerado claro y válido para medir la calidad percibida, las expectativas del cliente antes de usar el servicio y la aparición de problemas tales como factores determinantes de la satisfacción de los consumidores en Florianópolis.

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Este trabalho tem como objeto de estudo as relações entre clima organizacional, percepção de mudança e satisfação do cliente em 170 unidades de uma organização pública prestadora de serviços com atuação em todo o Brasil. Foram analisados dados primários e secundários, agregados em nível de unidade, utilizando-se da técnica de modelagem de equações estruturais. Foram testados modelos com relações direta e mediacionais entre as variáveis. Os resultados indicam que a percepção de mudança medeia a relação entre o clima organizacional e a satisfação do cliente, que o clima organizacional possui uma relação direta com a satisfação do cliente e os empregados percebem mudanças relacionadas à gestão do clima organizacional.

This study examines the relationships between organizational climate, perceptions of change and customer satisfaction in 170 units of a public service organization with operations throughout Brazil. Primary and secondary data were aggregated at the unit level using the technique of structural equation modeling. Models were tested with mediational and direct relationship between the variables. The results indicate that the perception of change mediates the relationship between organizational climate and customer satisfaction, the organizational climate has a direct relationship to customer satisfaction and employees perceive changes related to the organizational climate management.

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Este trabalho tem como objeto de estudo as relações entre clima organizacional, percepção de mudança e satisfação do cliente em 170 unidades de uma organização pública prestadora de serviços com atuação em todo o Brasil. Foram analisados dados primários e secundários, agregados em nível de unidade, utilizando-se da técnica de modelagem de equações estruturais. Foram testados modelos com relações direta e mediacionais entre as variáveis. Os resultados indicam que a percepção de mudança medeia a relação entre o clima organizacional e a satisfação do cliente, que o clima organizacional possui uma relação direta com a satisfação do cliente e os empregados percebem mudanças relacionadas à gestão do clima organizacional.(AU)

This study examines the relationships between organizational climate, perceptions of change and customer satisfaction in 170 units of a public service organization with operations throughout Brazil. Primary and secondary data were aggregated at the unit level using the technique of structural equation modeling. Models were tested with mediational and direct relationship between the variables. The results indicate that the perception of change mediates the relationship between organizational climate and customer satisfaction, the organizational climate has a direct relationship to customer satisfaction and employees perceive changes related to the organizational climate management.(AU)

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Quem está mais satisfeito com os serviços de um banco: homens ou mulheres? Não há consenso nos estudos publicados sobre a resposta a essa questão. Este artigo apresenta uma investigação empírica com 5.768 clientes de um grande banco brasileiro, que responderam o Questionário Brasileiro de Satisfação e Lealdade com Bancos (QBSLB), mediante entrevistas realizadas por telefone. A modelagem por equações estruturais foi utilizada para testar a invariância (equivalência) da estrutura fatorial do QBSLB entre homens e mulheres. Os resultados apontaram que o modelo fatorial utilizado para representar a satisfação dos clientes é apenas parcialmente equivalente entre homens e mulheres, não ocorrendo invariância em quatro dos dez fatores do QBSLB. Embora somente tenham sido observadas pequenas diferenças específicas, associadas com alguns componentes do modelo de satisfação de clientes, estruturas fatoriais não total-mente equivalentes indicam que clientes do sexo feminino são diferentes de clientes do sexo masculino em relação a alguns componentes da satisfação com os serviços de seu banco. A partir desses achados, são discutidas recomendações para aperfeiçoar o relacionamento banco-cliente(AU)

Who is more satisfied with their bank services, men or women? There is a lack of agreement in published studies about the answer to this question. This article describes an empirical investigation with 5,768 clients of a major Brazilian bank who answered the Brazilian Questionnaire of Satisfaction and Loyalty with Bank Services (QBSLB) in a phone interview study. Structural equation modeling (SEM) was used to test for the invariance (equivalence) of the factorial structure of the QBSLB between men and women. Results showed that the factorial model used to represent customer satisfaction is only partially equivalent between men and women that were not invariant in three out of ten QBSLB factors. Although only a few specific differences in some components of the costumer satisfaction model, were observed, factorial structures which are not totally equivalent indicate that female clients are different from male clients in regard to some components of their bank service satisfaction. Based on these findings, some recommendations for improving bank-client relationship were advanced(AU)

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Quem está mais satisfeito com os serviços de um banco: homens ou mulheres? Não há consenso nos estudos publicados sobre a resposta a essa questão. Este artigo apresenta uma investigação empírica com 5.768 clientes de um grande banco brasileiro, que responderam o Questionário Brasileiro de Satisfação e Lealdade com Bancos (QBSLB), mediante entrevistas realizadas por telefone. A modelagem por equações estruturais foi utilizada para testar a invariância (equivalência) da estrutura fatorial do QBSLB entre homens e mulheres. Os resultados apontaram que o modelo fatorial utilizado para representar a satisfação dos clientes é apenas parcialmente equivalente entre homens e mulheres, não ocorrendo invariância em quatro dos dez fatores do QBSLB. Embora somente tenham sido observadas pequenas diferenças específicas, associadas com alguns componentes do modelo de satisfação de clientes, estruturas fatoriais não total-mente equivalentes indicam que clientes do sexo feminino são diferentes de clientes do sexo masculino em relação a alguns componentes da satisfação com os serviços de seu banco. A partir desses achados, são discutidas recomendações para aperfeiçoar o relacionamento banco-cliente.

Who is more satisfied with their bank services, men or women? There is a lack of agreement in published studies about the answer to this question. This article describes an empirical investigation with 5,768 clients of a major Brazilian bank who answered the Brazilian Questionnaire of Satisfaction and Loyalty with Bank Services (QBSLB) in a phone interview study. Structural equation modeling (SEM) was used to test for the invariance (equivalence) of the factorial structure of the QBSLB between men and women. Results showed that the factorial model used to represent customer satisfaction is only partially equivalent between men and women that were not invariant in three out of ten QBSLB factors. Although only a few specific differences in some components of the costumer satisfaction model, were observed, factorial structures which are not totally equivalent indicate that female clients are different from male clients in regard to some components of their bank service satisfaction. Based on these findings, some recommendations for improving bank-client relationship were advanced.

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