%0 Journal Article
%T Satisfacci¨®n del cliente de la consulta externa de pediatr¨ªa en cl¨ªnicas privadas
%A Morillo Castro
%A Jorge Luis
%A Marcano Aular
%A Yelitza
%J Revista Venezolana de Gerencia
%D 2010
%I Universidad del Zulia
%X the objective of this study is to determine the level of client satisfaction with pediatric consults functioning at private clinics in the carirubana municipality in the state of falc¨®n. the research was transversal, non-experimental, quantitative and descriptive with a field design. the population corresponded to people who requested service at the pediatric outpatient consults functioning in the following clinics: the polyclinic for specializations, falcon clinic and the family clinic. the sample was intentional, composed of 64 clients. a questionnaire with 44 items was designed and applied to the informing units or patient companions who received the medical service. according to the results obtained, the client socio-demographic profile corresponded to: a mother between 18 and 30 years of age with higher education studies, who recurs to consults more than twice a year to monitor the healthy growth of a child, who comes from an urban environment, travels to the clinic in her own or in a public vehicle, who is not referred to the consult by a company or insurance plan and who chooses the consulting services through the recommendation of family or friends. a majority of patients perceived the clinic£¿s performance as positive, fulfilling expectations. they expressed satisfaction with most aspects of the services and demonstrated some traits of loyalty.
%K client satisfaction
%K expectations
%K perceived performance
%K service loyalty.
%U http://www.scielo.org.ve/scielo.php?script=sci_abstract&pid=S1315-99842010000400005&lng=en&nrm=iso&tlng=en