Page 185 - LA INVESTIGACIÓN: CUANDO PARA RESOLVER UN PROBLEMA, ANTES HAY QUE CREARLO

La investigación: cuando para resolver un problema, antes hay que crearlo

de tangibilidad, fiabilidad, responsabilidad, seguridad y empatía, para identificar cuales inciden en la
percepción de calidad de los servicios. Resultados: A través del análisis factorial se pudo comprobar
que existe una correlación entre las variables estudiadas en este modelo, y que la variable de fiabili-
dad que está relacionada con la prestación del servicio de forma acertada y cuidadosa, y la variable
de empatía que hace referencia a la atención individualizada, el fácil acceso, las buenas comunica-
ciones y la comprensión; son las más representativas para los usuarios de los servicios de salud del
turismo médico. Conclusión: Los hallazgos de este trabajo indican que la demanda de los clientes
en la prestación del servicio se encuentra en un nivel de exigencia superior, es decir, no solo buscan
precio y calidad, sino que también distinguen una buena atención, ambiente agradable, comodidad,
un trato personalizado y rapidez en el servicio.

Palabras claves: Turismo, turismo médico, calidad, servicios, modelo Servperf.

abstract

Introduction: The quality of service has become a strong advantage in winning customers for service
companies that operate in dynamic and competitive environments. Service companies must use
analysis procedures that allow for formal decisions to be systematized and coordinated by the ad-
ministration to achieve maximum efficiency in their actions. Objective: This research aims to validate
184 the Servperf Model instrument in the context of medical tourism health services, in order to identify

the variables that affect the quality of service. Method: It is an applied research with a quantitative,
descriptive approach, supported by the interview technique, those companies with the highest de-
mand located in the medical district of the city of Mexicali, B.C. The variables of tangibility, reliability,
responsibility, security and empathy were analyzed to identify which affect the perception of quality
of services. Results: Through the factor analysis it was possible to verify that there is a correlation
between the variables studied in this model, and that the reliability variable that is related to the provi-
sion of the service in a correct and careful way, and the empathy variable that refers to individualized
attention, easy access, good communications and understanding; they are the most representative
for the users of medical tourism health services. Conclusion: The findings of this work indicate that
the demand of the clients in the provision of the service is at a higher level of demand, that is, they
not only look for price and quality, but also distinguish a good service, pleasant atmosphere, comfort,
a personalized service and quick service

Keywords: Tourism, medical tourism, quality, services, Servperf model.