ASSESSMENT OF THE QUALITY OF SERVICE IN PUBLIC ADMINISTRATION IN MEXICO: MULTICASE STUDY IN THE HEALTH SECTOR

El estudio de la administracion publica es un contexto de permanente interes en nuestros tiempos, por las circunstancias que caracterizan su gestion en terminos de calidad y eficiencia en su desempeno. Esta investigacion analizo la calidad de los servicios de salud en el sector publico mexicano. La investigacion se abordo mediante la estrategia multicaso. Se aplico cuestionario a usuarios de seis hospitales. La confiabilidad de la escala se determino con Alfa de Cronbach. Con tecnicas de ANOVA y prueba t se analizo las diferencias de percepcion en los cinco factores determinantes de la calidad, identificados en este estudio por medio del analisis factorial exploratorio, con respecto a variables como sistema de afiliacion, escolaridad, residencia, unidad hospitalaria, edad y sexo The study of the public administration is a context of continuing interest in our times, by the circumstances of their management in terms of quality and efficiency in their performance. This research examined the quality of health services in the Mexican public sector. The research was addressed by multicase strategy. Users questionnaire was applied in six hospitals. The driveability of the scale was determined with Cronbach's Alpha. Nonparametric ANOVA and t-test, the differences in perception was analyzed in the five determinants of quality, identified in this study by means of exploratory factor analysis, with respect to variables such as affiliation system, education, residence, hospital unit, age and sex. Adapted from the source document.