Factores que Influyen en la satisfacción de la calidad de atención en servicios de salud, en usuarios que acuden al área de emergencia del hospital móvil No. 1 de la ciudad de Guayaquil.

Abstract

This research was oriented to identify factors that have an impact on the level of satisfaction of the users of the emergency area of Mobile Hospital No. 1, related to the attention and respect of the dignity of the human being. The quality of care is evaluated from the perspective of the user that is increasingly common, with which information is acquired that benefits the granting organization of health services, the direct providers and the users themselves in their needs and expectations. The research was conducted under a quantitative descriptive approach, based on numerical measurement and statistical analysis, to establish patterns of behaviour and to test theories. A survey was applied to 388 users attended in the emergency area of Mobile Hospital No. 1, consisting of 44 objective questions from the point of view of expectations and perceptions. The instrument for measuring service quality is the SERVQUAL multidimensional scale. As a result of the investigation it was obtained that the users are at a level: non-unsuccessful or satisfied on the Likert scale of measurement, with a 64.43% satisfaction and with a Service Quality Index of SERVQUAL of -2.41, that it indicates that the perceptions are below the expectations formulated by the users, therefore, it is deduced that the patients receive less than what they expected from the service that is offered in the Mobile Hospital No. 1, so it is necessary to design a proposal for quality improvement.