Service quality in modernization of the State

Abstract

García & Dolan (1997) suggest that to modify people behaviour in organizations we should modify beliefs instead of attitudes. The present work develops a comparative study about organizational beliefs according to quality of service between emergency units of family medical centres in the city Chillán and the emergency unit type 1 in the same city, in order to identify if there exist the predicted evolution on quality provided by the service, according to established guidelines through different initiatives of the reform and the modernization of the State of Chile.

To obtain data a questionnaire was created and applied, with a 5-point Likert- type scale. The organizational beliefs questionnaire of the service quality was divided into four dimensions. Tab and analysis from 293 questionnaires and their results show a positive evolution on beliefs about service quality in family medical centres, mainly in empathy dimension.