Managerial user orientation and the effectiveness of public health services

• Autores: Carmen Berné Manero, María Esperanza García Uceda, Jorge Alejandro Riveros Sudy
• Localización: Revista internacional de marketing público y no lucrativo = International review on public and non profit marketing, ISSN 1812-0970, Vol. 4, Nº. 1-2, 2007, págs. 31-45
• Idioma: inglés
• Títulos paralelos:
  • Orientación general hacia el usuario y efectividad de los servicios públicos de salud
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• Resumen

  • Due to the inexistence of a consensual state in specialized literature, the objective of this research is to contrast the hypothetical relationship between management's user orientation (UO) as a managerial variable and the user satisfaction (SAT) with different elements of general health service provided.

    The empirical study is based on data obtained through a questionnaire completed by patients in a Chilean public hospital. We get to confirm two measurement models and the existence of a cause-effect relationship between the two latent variables before mentioned and their dimensions. The confirmation of this relationship provides support to hospital managers interested in developing and implementing measures to improve customer service and thus to achieve a higher level of customer satisfaction.