Measurement of tangible and intangible indicators for the quality evaluation-management and socio-psychological variables in the hospital service
The objective in this scientific work is develop a balanced scorecard (BSC) which will contribute to the evaluation and management of the assistance service quality and psychological variables like motivation, labor satisfaction, managing process, organizational culture and labor completion with a better balance among efficiency, efficacy, results and process indicators in a Cuban hospital center. To develop this investigation, different methods are used, documental analysis, interviews, group dynamics, Delphi method. In the information processing the following indicators are used, the Kendall’s concordance coefficient, credibility and items-total correlation, measured through the SPSS program. The sample is made up of internal clients: executives, doctors, nurses and experts. Once the indicators system has been designed and implemented, the main difficulties are determined and strategies proposed which once implemented by the institution should contribute to a solution.
KeywordsHospital assistance service quality, socio-psychological variables, indicators, balanced scorecard.
The authors must be able to transfer to Harvard Deusto Business Research the rights to publish the articles. It is the responsibility of the authors to obtain the necessary permissions for the images that are covered by copyright.
Authors conserve the copyright to their own works. Contributions to Publicaciones Harvard Deusto Business Research are covered by a CC-BY (Creative Commons Attribution 4.0 International Public License) license, which grants open access rights to society. Specifically, the CC-BY license permits any type of use, distribution and changes based on the article, as long as the author and original source are properly acknowledged.