Análisis comparativo de la calidad de atención de los servicios de salud y la satisfacción de los usuarios externos del área de emergencia del Instituto Ecuatoriano de Seguridad Social (IESS) y el de Medicina Prepagada en el cantón Samborondón, Guayas Ecuador.

Abstract

The main objective present Comparative Research Project service of health services and health care services. Descriptive type study, deductive method with quantitative approach. In addition, a survey was applied, a questionnaire of 22 questions covered in five dimensions (reliability, responsiveness, security, empathy and tangible aspects), 766 people (383 people who contribute to the IESS and 383 people who contribute to Prepaid Medicine). The tabulation of the surveys was carried out in the statistical program SPSS V. 22. The Cronbach's Alpha Coefficient determined the reliability of the instrument of the present study. The results show that the dimensions with the greatest dissatisfaction of the users that contribute to the IESS are responsiveness, security, empathy and tangible aspects and a greater percentage of satisfied patients of Prepaid Medicine in the dimension of tangible aspects. It is for this reason that an improvement plan was designed with strategies to increase the satisfaction of the users who attend the IESS.