Resumo

MORILLO CASTRO, Jorge Luis  e  MARCANO AULAR, Yelitza. Client Satisfaction with Pediatric Outpatient Consults at Private Clinics. Revista Venezolana de Gerencia [online]. 2010, vol.15, n.52, pp.591-603. ISSN 1315-9984.

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 Falcón. 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.

Palavras-chave : Client satisfaction; expectations; perceived performance; service loyalty.