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Given the improvements to network flexibility and programmability, software-defined wireless sensor networks (SDWSNs) have been paired with IEEE 802.15.4e time-slotted channel hopping (TSCH) to increase network efficiency through slicing. Nonetheless, ensuring the quality of service (QoS) level in a scalable SDWSN remains a significant difficulty. To solve this issue, we introduce the application-aware (AA) scheduling approach, which isolates different traffic types and adapts to QoS requirements dynamically. To the best of our knowledge, this approach is the first to support network scalability using shared timeslots without the use of additional hardware while maintaining the application's QoS level. The AA approach is deeply evaluated compared with both the application traffic isolation (ATI) approach and the application's QoS requirements using the IT-SDN framework and by varying the number of nodes up to 225. The evaluation process took into account up to four applications with varying QoS requirements in terms of delivery rate and delay. In comparison with the ATI approach, the proposed approach enhanced the delivery rate by up to 28% and decreased the delay by up to 57%. Furthermore, even with four applications running concurrently, the AA approach proved capable of meeting a 92% delivery rate requirement for up to 225 nodes and a 900 ms delay requirement for up to 144 nodes.

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Several market sectors are attracted by the potential of unmanned aerial vehicles (UAVs), such as delivery, agriculture, and cinema, among others. UAVs are becoming part of Internet of Things (IoT) networks in the development of autonomous and scalable solutions. However, these vehicles are gradually becoming attractive targets for cyberattacks. This study proposes the development of an efficient platform based on the Message Queuing Telemetry Transport (MQTT) protocol for UAV control and Denial-of-Service (DoS) detection embedded in the UAV system. For the efficiency test, latency, network and memory consumption on the platform were measured, in addition to the correlation between payload and delay time. The results of efficiency tests were collected for the three levels of quality of service (QoS). A strong correlation greater than 90% was found between delay and data size for all QoS levels, showing almost a linear proportion. In DoS detection, the best results were a true positive rate (TPR) of 0.97 with 16 features from the AWID2 dataset using LightGBM with Bayesian optimization and data balancing. Unlike other studies, the built platform shows efficiency for UAV control and guarantees security in the communication with the broker and in the Wi-Fi UAV network.

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Una aproximación para medir el nivel de atención expresada en la calidad de servicio que se presta al paciente en los establecimientos de salud está referida al uso de modelos de medición, que en este artículo se describen desde la propuesta por Donabedian basado en la teoría general de sistemas evaluando estructura, proceso y resultado, pasando a segundo plano la percepción del paciente. Este modelo contrasta con el modelo Nórdico que enfatiza la imagen corporativa, con un balance entre el servicio esperado y la percepción del servicio, basado en el paradigma de la desconfirmación al igual que el modelo presentado por Nguyen. En esta última línea paradigmática se encuentra el modelo más notorio, SERVQUAL que contrasta las expectativas y la precepción del usuario de un servicio identificando brechas en base a las 5 dimensiones propuestas fiabilidad, seguridad, elementos tangibles, capacidad de respuesta, y la empatía, posteriormente basado en este modelo se propone el modelo SERVPERF, basada exclusivamente en la valoración de las percepciones. Posteriormente, se describen el modelo de Desempeño Evaluado que surge como un modelo alternativo al SERVQUAL sustituyendo las expectativas por el concepto de punto ideal; el Modelo Jerárquico Multidimensional que desarrolla una solución tridimensional para completar la modelización de la calidad de servicio. De igual manera el modelo multietapa de valoraciones de la calidad que identifica la disconformidad que existe las expectativas del cliente en relación al servicio y las percepciones de las características por niveles de componente

One approach to measuring the level of care expressed in the quality of service provided to the patient in health facilities is referred to as the use of measurement models described in this paperstarting with the one proposed by Donabedian based on the general theory of systems evaluating structure, process and outcome, with the patient's perception taking second place. In contrast, the Nordic model emphasizes the corporate image, with a balance between the expected service and the perception of the service, based on the paradigm of disconfirmation as well as the model presented by Nguyen. In this paradigmatic line the most notorious model, SERVQUAL, contrasts the expectations and the user's perception of a service identifying gaps based on the 5 proposed dimensions reliability, security, tangible elements, responsiveness, and empathy, later based on this model the SERVPERF model is proposed, based exclusively on the valuation of perceptions. In addition, the Evaluated Performance model, which emerges as an alternative model to SERVQUAL, replaces expectations with the concept of ideal point. And the Multidimensional Hierarchical Model develops a three-dimensional solution to complete the modeling of service quality, as well as the multi-stage model of quality assessments that identifies the non-conformity that exists between customer expectations in relation to the service and the perceptions of the characteristics by component levels

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Exponer las diferentes conceptualizaciones y los modelos de evaluación de la calidad de servicio en salud, respecto a sus características, fundamentos, y diferencias a través del análisis y síntesis de los aspectos más significativos encontrados en la literatura. Se realizó una revisión bibliográfica, bajo el sustento teórico de los siguientes métodos teóricos: Análisis, síntesis, histórico lógico y análisis documental de 19 artículos completos, accesibles en el idioma español e inglés, recolectados de bases de datos académicos como Google Académico, Research Gate, PubMed, Cochrane Library, Scielo Salud pública. Destacar que la búsqueda, recolección y análisis se realizó en los meses de mayo a julio. Tras la revisión bibliográfica pone en manifiesto la falta de consenso entre los expertos en el tema de calidad respecto a su conceptualización, misma que ha evolucionado conforme al contexto, social, tecnológico y científico. En definitiva, las bases teóricas para la evaluación de la calidad de atención en el servicio de salud, el primer modelo específico aplicado a salud fue el modelo de Abedis Donabedian, continuando las bases teóricas con el paradigma de la desconfirmación liderada por el modelo nórdico de Grönroos, el modelo de Parasumaran, Berry y Zeithaml respecto a la brecha que existe entre las expectativas y percepción; y el modelo de Cronin Taylor respecto a la valoración de las percepciones. Así mismo, se concluye, que el constructo de calidad está en evolución y su interpretación depende del observador y sus prioridades en base a la adaptación del instrumento respecto al contexto de aplicabilidad.

To expose the different conceptualizations and models of health service quality evaluation, regarding their characteristics, foundations, extension and differences through the analysis and synthesis of the most significant aspects found in the literature. A bibliographic review was carried out under the theoretical support of the following theoretical methods: analysis, synthesis, logical history and documentary analysis of 18 complete articles, accessible in Spanish and English, collected from academic databases such as Google Scholar, Research Gate, PubMed, Cochrane Library, Scielo Public Health, the search, collection and analysis was carried out from May to July. The bibliographic review reveals the lack of consensus among experts on the subject of quality with respect to its conceptualization, which has evolved according to the social, technological and scientific context. In short, the theoretical bases for the evaluation of the quality of care in the health service, the first specific model applied to health was the Abedis Donabedian model, continuing the theoretical bases with the paradigm of disconfirmation led by the Nordic model of Grönroos, the model of Parasumaran, Berry and Zeithaml regarding the gap that exists between expectations and perception; and the Cronin Taylor model regarding the assessment of perceptions. It is also concluded that the quality construct is evolving and its interpretation depends on the observer and his or her priorities based on the adaptation of the instrument to the context of applicability

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Assessing the productivity change of water companies provides relevant information for both water regulators and companies' managers. Past research has illustrated that different indicators and indexes have been applied although not all of them are equally reliable. Thus, this study evaluates the total factor productivity (TFP) change and its drivers employing the Luenberger-Hicks-Moorsteen productivity indicator (LHMPI) including, for the first time, quality of service variables as undesirable outputs. Moreover, unlike the previous studies, LHMPI was decomposed into three drivers; namely technical change, technical efficiency change and scale efficiency change. Our empirical application conducted on a sample of Chilean water companies over 2007-2018 embracing full private water companies (FPWCs) and concessionary water companies (CWCs). Results evidenced that, on average, TFP increased at an annual rate of 2.2%, mainly due to outputs rise. The main driver of productivity growth was scale efficiency change suggesting that adjustments in the water companies' scale of operations could lead to lower operational costs. It was also evidenced that FPWCs performed better than CWCs over the period analyzed.

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Current System-on-Chips (SoCs) execute applications with task dependency that compete for shared resources such as buses, memories, and accelerators. In such a structure, the arbitration policy becomes a critical part of the system to guarantee access and bandwidth suitable for the competing applications. Some strategies proposed in the literature to cope with these issues are Round-Robin, Weighted Round-Robin, Lottery, Time Division Access Multiplexing (TDMA), and combinations. However, a fine-grained bandwidth control arbitration policy is missing from the literature. We propose an innovative arbitration policy based on opportunistic access and a supervised utilization of the bus in terms of transmitted flits (transmission units) that settle the access and fine-grained control. In our proposal, every competing element has a budget. Opportunistic access grants the bus to request even if the component has spent all its flits. Supervised debt accounts a record for every transmitted flit when it has no flits to spend. Our proposal applies to interconnection systems such as buses, switches, and routers. The presented approach achieves deadlock-free behavior even with task dependency applications in the scenarios analyzed through cycle-accurate simulation models. The synergy between opportunistic and supervised debt techniques outperforms Lottery, TDMA, and Weighted Round-Robin in terms of bandwidth control in the experimental studies performed.

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The Operating Room (OR) plays an important role in delivering vital medical services to patients in hospitals. Such environments contain several medical devices, equipment, and systems producing valuable information which might be combined for biomedical and surgical workflow analysis. Considering the sensibility of data from sensors in the OR, independently of processing and network loads, the middleware that provides data from these sensors have to respect applications quality of service (QoS) demands. In an OR middleware, there are two main bottlenecks that might suffer QoS problems and, consequently, impact directly in user experience: (i) simultaneous user applications connecting the middleware; and (ii) a high number of sensors generating information from the environment. Currently, many middlewares that support QoS have been proposed by many fields; however, to the best of our knowledge, there is no research on this topic or the OR environment. OR environments are characterized by being crowded by persons and equipment, some of them of specific use in such environments, as mobile x-ray machines. Therefore, this article proposes QualiCare, an adaptable middleware model to provide multi-level QoS, improve user experience, and increase hardware utilization to middlewares in OR environments. Our main contributions are a middleware model and an orchestration engine in charge of changing the middleware behavior to guarantee performance. Results demonstrate that adapting middleware parameters on demand reduces network usage and improves resource consumption maintaining data provisioning.

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Wireless sensor networks (WSNs) consist of a large number of small devices or nodes, called micro controller units (MCUs) and located in homes and/or offices, to be operated through the internet from anywhere, making these devices smarter and more efficient. Quality of service routing is one of the critical challenges in WSNs, especially in surveillance systems. To improve the efficiency of the network, in this article we proposes a distributed learning fractal algorithm (DFLA) to design the control topology of a wireless sensor network (WSN), whose nodes are the MCUs distributed in a physical space and which are connected to share parameters of the sensors such as concentrations of C O 2 , humidity, temperature within the space or adjustment of the intensity of light inside and outside the home or office. For this, we start defining the production rules of the L-systems to generate the Hilbert fractal, since these rules facilitate the generation of this fractal, which is a fill-space curve. Then, we model the optimization of a centralized control topology of WSNs and proposed a DFLA to find the best two nodes where a device can find the highly reliable link between these nodes. Thus, we propose a software defined network (SDN) with strong mobility since it can be reconfigured depending on the amount of nodes, also we employ a target coverage because distributed learning fractal algorithm (DLFA) only consider reliable links among devices. Finally, through laboratory tests and computer simulations, we demonstrate the effectiveness of our approach by means of a fractal routing in WSNs, by using a large amount of WSNs devices (from 16 to 64 sensors) for real time monitoring of different parameters, in order to make efficient WSNs and its application in a forthcoming Smart City.

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Resumen Introducción: Actualmente, la calidad de servicio es un pilar fundamental en los sistemas sanitarios, ya que permite garantizar a los usuarios externos un conjunto de condiciones mínimas en las prestaciones de salud. Objetivo: Evaluar las percepciones y expectativas del usuario externo respecto a la calidad del servicio del Hospital Comunitario de Salud Familiar de Quirihue. Material y Método: Estudio descriptivo comparativo, transversal, basado en modelo SERVQUAL. Las variables sociodemográficas fueron analizadas mediante estadística descriptiva, las brechas se calcularon mediante la diferencia existente entre las percepciones y expectativas, las que se analizaron con las pruebas T pareada y Wilcoxon. Resultados: La variable con mayor insatisfacción en Atención Abierta (AA) fue "difícil acceso a horas médicas o de otro profesional"; en Atención Cerrada (AC) "personal no orienta ni explica de manera clara y adecuada la atención durante la hospitalización"; y en Atención de Urgencia "demora en la atención en el box de admisión". Conclusión: El tipo de atención con menor calidad de servicio fue la AA, le sigue AU y finalmente la AC. En la AA los mayores problemas se presentaron en la obtención de horas para atenderse con médico y también en el NO cumplimiento de los horarios programados. En la AU los usuarios refieren mayor insatisfacción en la atención inmediata a su llegada al servicio. En la AC los pacientes señalan que los funcionarios NO brindan el tiempo necesario para contestar las dudas o preguntas sobre el problema de salud por el cual se encuentran hospitalizados.

Abstract Introduction: Currently, quality of service is fundamental in healthcare systems, since it allows external users to be guaranteed a set of minimum conditions in health services. Objective: To evaluate the perceptions and expectations of the external user regarding the quality of the service of the Community Health Family Hospital of Quirihue. Material and Method: Cross-sectional descriptive study, based on the SERVQUAL model. The sociodemographic variables were analyzed by means of descriptive statistics, the gaps were calculated by means of the difference between perceptions and expectations, and those were tested with paired T and Wilcoxon. Results: The variable with the greatest dissatisfaction in Open Care (OC) it was "difficult access to medical or other profesional appointment "; in Closed Care (CC) "personnel without orientation or explanation in a clear and adequate manner during hospitalization"; and in Emergency Care (EC) "delay in attention in the admission box". Conclusion: The type of care with the lowest quality of service was OC, followed by EC and finally CC. In the OC, the greatest problems arise in obtaining an appointment to be seen by the doctor and also in the NO fulfillment with the scheduled appointments. In the EC, users refer to great discontent with the immediate attention to their arrival at the service. In the CC, the patients pointed out that the staff DO NOT provide the necessary time to answer the questions or clarify doubts about the health problem for which they are hospitalized.

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Clustering in wireless sensor networks has been widely discussed in the literature as a strategy to reduce power consumption. However, aspects such as cluster formation and cluster head (CH) node assignment strategies have a significant impact on quality of service, as energy savings imply restrictions in application usage and data traffic within the network. Regarding the first aspect, this article proposes a hierarchical routing protocol based on the k-d tree algorithm, taking a partition data structure of the space to organize nodes into clusters. For the second aspect, we propose a reactive mechanism for the formation of CH nodes, with the purpose of improving delay, jitter, and throughput, in contrast with the low-energy adaptive clustering hierarchy/hierarchy-centralized protocol and validating the results through simulation.

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The privatization of water and sewerage services (WSS) has led to the foundation of water economic groups, which integrate several water companies and have gained notable importance at the global level. In the framework of benchmarking studies, there are no prior studies exploring the impact that economic groups have on the efficiency and quality of service provided by water companies. This study investigates, for the first time, whether the membership of water companies in an economic group influences their performance. Quantity- and quality-adjusted efficiency scores were computed using data envelopment analysis models. An empirical application was developed for the Chilean water industry since most of their water companies are private and belong to an economic group. The results show that independent water companies provide WSS with better quality than do water companies that belong to an economic group. From a statistical point of view, it was evident that membership in an economic group impacts both the quantity- and quality-adjusted efficiency scores of water companies. The results of this study illustrate that applying the model-firm regulation to the Chilean water industry has significant drawbacks that should be addressed by the water regulator to promote the long-term sustainability of the water industry.

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Resumen Introducción: El desarrollo de tecnologías móviles ha facilitado la creación de aplicaciones mHealth, las cuales son consideradas herramientas clave para la atención segura y de calidad a los pacientes de poblaciones apartadas y con carencia de infraestructura para la prestación de servicios de salud. El artículo considera una propuesta de un modelo de evaluación que permite determinar las debilidades y vulnerabilidades a nivel de seguridad y calidad de servicio (QoS) en aplicaciones mHealth. Objetivo: Realizar una aproximación de un modelo de análisis que apoye la toma de decisiones referentes al uso y producción de aplicaciones seguras, minimizando el impacto y la probabilidad de ocurrencia de los riesgos de seguridad informática. Materiales y métodos: El tipo de investigación aplicada es de tipo descriptivo, debido a que se detallan cada una las características que deben tener las aplicaciones móviles de salud para alcanzar un nivel de seguridad óptimo. La metodología utiliza las normas que regulan las aplicaciones y las mezcla con técnicas de análisis de seguridad, empleando la caracterización de riesgos planteadas por Open Web Application Security Project -OWASP y las exigencias de QoS de la Unión Internacional de Telecomunicaciones -UIT. Resultados: Se obtuvo un análisis efectivo en aplicaciones reales actuales, lo que muestra sus debilidades y los aspectos a corregir para cumplir con parámetros de seguridad adecuados. Conclusiones: El modelo permite evaluar los requerimientos de seguridad y calidad de servicio (QoS) de aplicaciones móviles para la salud que puede ser empleado para valorar aplicaciones actuales o generar los criterios antes de su despliegue.

Abstract Introduction: The development of mobile technologies has facilitated the creation of mHealth applications, which are considered key tools for safe and quality care for patients from remote populations and with lack of infrastructure for the provision of health services. The article considers a proposal for an evaluation model that allows to determine weaknesses and vulnerabilities at the security level and quality of service (QoS) in mHealth applications. Objective: To carry out an approximation of a model of analysis that supports the decision making, concerning the use and production of safe applications, minimizing the impact and the probability of occurrence of the risks of computer security. Materials and methods: The type of applied research is of a descriptive type, because each one details the characteristics that the mobile health applications must have to achieve an optimum level of safety. The methodology uses the rules that regulate applications and mixes them with techniques of security analysis, using the characterization of risks posed by Open Web Application Security Project-OWASP and the QoS requirements of the International Telecommunication Union-ITU. Results: An effective analysis was obtained in actual current applications, which shows their weaknesses and the aspects to be corrected to comply with appropriate security parameters. Conclusions: The model allows to evaluate the safety and quality of service (QoS) requirements of mobile health applications that can be used to evaluate current applications or to generate the criteria before deployment.

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ABSTRACT In today's web world, Service-oriented architectures represent the main standard for IT infrastructures. Certainly, with the initiation of service oriented architecture, Web services have gained incredible growth. Web service discovery has become increasingly more significant as the existing use of web service. Discovering most appropriate web service from vast collection of web services is very decisive for successful execution of applications. In automation of web service discovery, there is always a need to deem Quality of Service (QoS) attributes during matching. A study of literature concerning the evolution of different web service discovery optimization methods with unique prominence to quality motivated service discovery have been carried out in this work. This paper depicts Bio-inspired algorithms optimizing the discovery process for semantic web services. Bio-inspired algorithm is a metaheuristics method that mimics the nature in order to unravel optimization difficulty and evaluates the analysis of some popular bio-inspired optimization algorithm systematically. This paper also focused on the principle of each algorithm and their application with respect to run time oriented QoSattributes and from result the best suitable bio-inspired optimization algorithm is been deployed.

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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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Introducción: Las investigaciones publicadas sobre la calidad de servicio de la educación superior universitaria se han concentrado en el contenido del curso y su entrega y no en la calidad del servicio. El instrumento utilizado para la medición de la calidad ha sido el modelo ServQual. Objetivos: Evaluar la calidad de servicio educativo en la rotación de Pediatría Comunitaria desde la perspectiva del estudiante. Diseño: Estudio transversal, descriptivo, de diseño cuantitativo. Lugar: Departamento de Pediatría, Facultad de Medicina San Fernando, UNMSM. Participantes: Alumnos de la rotación de Pediatría Comunitaria. Intervenciones: Aplicación de la encuesta ServQual antes y después de la rotación. Resultados: La satisfacción global para todas las dimensiones fue de satisfacción y el nivel insatisfacción severa fue mínimo. En las dimensiones clases, profesores, instalaciones, personal administrativo, información, comunicación con la universidad y entorno institucional se observó que la satisfacción media fue de insatisfacción con la importancia que se le da al servicio educativo. En las otras dimensiones fue de satisfacción. Las dimensiones instalaciones, vida social, personal administrativo, comunicación con la universidad, situación financiera y entorno institucional presentaron niveles bajos de insatisfacción severa. Conclusiones: La satisfacción global, la satisfacción media, la permanencia, la elección de la rotación, el funcionamiento y la salud durante la rotación de Pediatría Comunitaria para la mayoría de los estudiantes fueron de satisfacción, y los atributos a los cuales los alumnos les dieron mayor importancia fueron calidad de las clases y capacidad de los profesores por la enseñanza.

Introduction: Published research on university education quality of service has focused on course content and submission and not on the quality of service. The instrument used for measuring quality is the SERVQUAL model. Objectives: To determine the quality of education in Community Pediatrics rotation from the student’s perspective. Design: Cross-sectional, descriptive, quantitative study. Location: Department of Pediatrics, San Fernando School of Medicine, Universidad Nacional Mayor de San Marcos. Participants: University Pediatrics rotation students. Interventions: SERVQUAL survey application before and after rotation. Results: Overall satisfaction for all dimensions was found and severe unsatisfaction was minimal. In size classes, teachers, facilities, staff, information, communication with the university and institutional environment unsatisfaction was median with importance given to educational service. Satisfaction was encountered in the other dimensions. Dimensions facilities, social life, administrative personal, communication with the university, financial and institutional environment showed low levels of severe unsatisfaction. Conclusions: Most students had overall satisfaction, median satisfaction, with satisfaction in permanency, rotation, performance and health during rotation of Community Pediatrics; more important attributes given by the pupils were quality of classes and teachers’ capacity for teaching.

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Objetivo: Evaluar la calidad de servicio según el grado de satisfacción percibido por las personas de la consulta externa en el hospital nacional Almanzor Aguinaga Asenjo. Estudio Descriptivo, Transversal y Observacional. Se M étodos: aterial y Mseleccionó de manera no probabilística una muestra de 106 personas (proporción de 44,36%), constituida por los usuarios de los consultorios externos del Hospital Nacional Almanzor Aguinaga Asenjo en Octubre de 2010. Se utilizó muestreo no probabilístico, empleándose la encuesta SERVQUAL modificada a 19 pares. (Aspectos tangibles, Confiabilidad, Respuesta rápida, Seguridad y Empatía). El nivel de satisfacción se determinó calculando la diferencia entre las respuestas para las expectativas y las percepciones; < 0= satisfacción amplia; 0= satisfacción; > 0 y 2= insatisfacción leve/moderada; > ≤ 2= insatisfacción severa. Los datos fueron analizados con el SPSS. Se utilizó estadística descriptiva; análisis bivariado de las medias, test T de Student y test de Anova; chi2; y un análisis multivariado aplicando la regresión lineal múltiple. Luego de evaluar Resultados: a las personas de la consulta externa en el hospital nacional Almanzor Aguinaga Asenjo, se halló una insatisfacción global de 89,80% e insatisfacción en la dimensión confiabilidad 88%; las dimensiones tangibles (81,50%), seguridad (47,66%), respuesta rápida (84,30%) y empatía (80,50%). Conclusión: Existe insatisfacción en cuanto a la calidad de servicio de consulta externa, según la percepción de las personas.(AU)

Objective: To evaluate the service quality according to the degree of satisfaction perceived by the persons of the external consultation in the Almanzor Aguinaga Asenjo National Hospital. descriptive, Material and Methods: Atransversal and observational study. Using a nonprobability sampling, 106 persons (proportion of 44.36 %) were selected, constituted by the users of the external consults of the Almanzor Aguinaga Asenjo National Hospital between October - November, 2010. There was a simple random sampling, using the survey SERVQUAL modified to 19 couples. (Tangible aspects, Reliability, rapid Response, Security and Empathy). The level of satisfaction was determined by calculating the difference between the answers for the expectations and the perceptions; <0 = wide satisfaction; 0 = satisfaction; > 0 and = 2 = slight / moderate dissatisfaction;> 2 = severe dissatisfaction. The information was analyzed using SPSS. Descriptive statistics were used; bivariate analysis of the mean, Student's T-test and ANOVA test; chi square; and a multivaried analysis applying the linear multiple regression. Results: After evaluating the people of the external consults in the Almanzor Aguinaga Asenjo National Hospital, is was found a global dissatisfaction of 89,80 % and dissatisfaction in the dimension reliability 88 %; the tangible dimensions (81.50 %), safety (47.66 %), rapid response (84.30 %) and empathy (80.50 %). Conclusion: There is dissatisfaction as for the quality of service of external consults, according to the perception of the people.(AU)

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Introducción: Mantener niveles altos de satisfacción laboral permite mejorar los procesos, fomenta el trabajo en equipo, aumenta la calidad de la atención de enfermería y el rendimiento de su productividad; así como la satisfacción de los usuarios. Objetivo: Conocer el grado de satisfacción laboral del personal de enfermería del Hospital General de México. Metodología: Se realizó estudio transversal, en una muestra aleatoria de 159 enfermeras que representan 10% del total del personal del Hospital General de México, la recolección de la información fue a través de un cuestionario ex profeso que contempló el modelo desarrollado por Herzberg. Resultados: La edad promedio fue de 36 años, 63% tiene una escolaridad de nivel técnico, los hechos que le produjeron mayor satisfacción son: sanar y apoyar a los pacientes, reconocimiento de su trabajo por sus superiores, ingresar y pertenecer al Hospital General de México. Los factores de ambiente de trabajo y capacitación fueron satisfactorios; no así para el salario. Discusión: La satisfacción del trabajador en el desempeño de sus funciones es un factor determinante de la calidad de la atención; en este trabajo faltó profundizar en los aspectos extrínsecos de la satisfacción. Conclusiones: La satisfacción laboral intrínseca demostró estrecha relación con los principales factores que la originaron.

Introduction: Maintaining high levels of working fulfillment leads to improved processes, fosters teamwork, and increases the quality of nursing care and the performance of its productivity, as well as patients' satisfaction. Objective: Knowing the level of working fulfillment in nurses from the Hospital General de México. Methodology: We performed a cross-sectional study in a sample of 159 nurses randomly selected representing 10% of the total staff of the Hospital General de México, the information was recollected through a questionnaire that was specially developed following the model developed by Herzberg. Results: The average age was 36 years old, 63% had a technical education level, events that granted more satisfied to the nurses: were healing and supporting the patients; the recognition of their work by their superiors; working and being part of the Hospital General de México. The working environment and training were satisfactory, but not the wages. Discussion: Working fulfillment of the nurses is a determinant factor in the quality of the attention to patients. We need to deepen our study in the extrinsic aspects of this fulfillment. Conclusions: The intrinsic working fulfillment demonstrated a close relation among the principal factors that originate.

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