No abstract

Many companies have recognized the importance of developing an online platform with the objective of having a higher interaction with the client, and influence them in the electronic commerce, through the buying process. The adoption of electronic commerce strategies in the Mexican industry has not been widely studied; a literature review shows the lack of it in this ambit, reason why was interesting to realize this investigation, specially, to apply it to Hermosillo, Sonora's inhabitants to identify the behavior and consumption habits, through electronic commerce, for which was necessary to answer the questions related to the level of adoption and interaction of companies with consumers, through electronic commerce as a new business opportunity. A main result was that the 71.9% of population surveyed do not use the Internet for e-commerce because they are afraid of frauds and for data and personal information protection, while the 28.1% uses it for saving money and time. Having an online platform helps organizations to increase their potential clients and reach markets at a distance of their geographic ambit, with a service 24 hours a day, seven days a week.

Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a quality evaluation culture in the services offered to their clients. To do this, procedures and methods that let them achieve it, have been implemented. That is the case of the model that concedes to measure and evaluate service quality, which is redefined and named Servqual, considering a multidimensional theoretical construct that explains the client's perception of quality service considering the differences between what is expected and what is received.Therefore, the goal of this study is to identify the factors that define the quality of emergency services provided by a private hospital in Hermosillo, Sonora, Mé xico, a sample of 384 patients, with a confidence level of 95% and a margin of permissible error of 5%. A questionnaire with 22 items was applied to measure the perceptions and expectations of users in terms of the quality of the service, which was subjected to an extensive evaluation of reliability and construct validity, with an estimate Cronbach's alpha of 95.6% and 97.9% respectively. The results showed that Servqual is a valid, reliable, and dependable instrument to monitor and measure the quality of the services offered in private hospitals in Hermosillo, and permit hospital administrators to identify opportunities or improvement areas, from the patients' perspective.