摘要：The research objective was to develop a theoretical-methodological model of quality perception in users of the private laboratory service of clinical studies in Moroleón, Guanajuato, Mexico. Quality of service is the provision of services to customers, while customer satisfaction is the customer's experiences with services. The Structural Equations model is solid in its explanation and significance because it shows the positive and meaningful relationship that tangible elements have, with responsiveness, with the accessibility and reliability of users and its direct and indirect effects.
关键词：perception; quality; service and clinical analysis laboratory.
