La calidad de los servicios y su relación con la satisfacción del usuario de los servicios de consulta externa del Hospital de la Mujer Alfredo G. Paulson de Guayaquil.

Abstract

In the city of Guayaquil, province of Guayas, an investigation was conducted entitled: The quality of the services and their relationship with the satisfaction of the users of the Outpatient Clinic of the Alfredo G. Paulson Women's Hospital during the period January to July 2018, whose objective The main objective was to analyze the quality of health services in relation to the satisfaction of users in the aforementioned area. The methodology was a quantitative, descriptive nonexperimental approach. The Servperf model was used with the dimensions: reliability, empathy, responsiveness, tangibility, security. The sample represented 366 users to whom a questionnaire of 22 questions was applied, making it possible to know the levels of satisfaction of the External Consultation Service. The data processing was done in the SPSS program and the presentation of the results through tables and graphs. Among the results obtained, 33% are totally dissatisfied with the time they have to wait to get a medical appointment. To itself, 38% reflects dissatisfaction with the time that must wait at the moment of receiving medical attention. In addition, 20% are dissatisfied with the availability of health care personnel. Therefore, an improvement plan was developed in order to provide quality care and thus achieve the total satisfaction of the users.