Total Quality Management: The Socio- Demographic and Operational-Financial Determinants for Users- Perception of the Services Quality
نویسنده
چکیده
The aim of this paper is to know the sociodemographic and operational-financial determinants of the services quality perceived by users of the national health services. Through the use of an inquiry conducted by the Ministry of Health, comprehending 16.936 interviews in 2006, we intend to find out if there is any characteristic that determines the 2006 inquiry results. With the revision of the literature we also want to know if the operational-financial results have implications in hospitals users’ perception on the quality of the received services. In order to achieve our main goals we will make use of the regression analysis to find out the possible dimensions that determine those results. Keywords—Management by Results, Quality Approach, Tableau de Bord, Total Quality Management, Services quality.
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