La calidad en la atención al cliente y la satisfacción del hospital de especialidades Luis Vernaza, de la zona 8 de la ciudad de Guayaquil, aplicando la escala de medición SERVQHOS.

Abstract

The quality of care in health services is an important aspect in the hospital service perceived by users, which seeks full patient satisfaction. This satisfaction can be assessed through the level of acceptance with respect to the service provided. The general objective of this work was to determine the level of quality of care and its relationship with customer satisfaction at the Luis Vernaza Specialty Hospital of the city of Guayaquil in zone eight, to establish a proposal for improvement. The methodology used in the project was based on a field investigation, of correlational, explanatory and descriptive components, with a quantitative, cross-sectional, nonexperimental and field approach. The survey was used as a tool through the SERVQHOS quality questionnaire. The questionnaire was applied to a sample of 376 patients to whom the study was conducted. The survey conducted on these determined that the majority of respondents were satisfied with the medical technology they received and showed disagreements with the lack of signage within the hospital. The proposal of a plan for the improvement of signaling, training of hospital staff on user care and a motivation campaign for workers was made. It could be concluded that there was a significant strong positive correlation regarding the quality and satisfaction variables.