Abstract
Due to the inexistence of a consensual state in specialized literature, the objective of this research is to contrast the hypothetical relationship between management’suser orientation (UO) as a managerial variable and the usersatisfaction (SAT) with different elements of general health service provided. p ]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.
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This research study has been completed in DID-UACH S 2003-68, MCYT-FEDER SEJ2005-06603/ECON and CREAVALOR research group academic and financial context.
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Berné, C., García-Uceda, E. & Riveros, J. Managerial user orientation and the effectiveness of public health services. Int Rev on Public Marketing 4, 31–45 (2007). https://doi.org/10.1007/BF03180753
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DOI: https://doi.org/10.1007/BF03180753