Análisis de satisfacción de clientes de las empresas del sector de salud público y privado en Guayaquil ante la pandemia COVID-19.

Abstract

Since the appearance of the Covid-19 disease announced as a pandemic by the WHO on March 11, 2020, the number of cases in Ecuador has been increasing, filling the capacity of public and private hospitals. The present work seeks to analyze the incidence of service quality in the patient’s overall satisfaction in the public and private health sector, in the city of Guayaquil-Ecuador for the care of all types of pathologies during the Covid-19 pandemic, in the last semester of 2021. In the theoretical framework, relevant definitions about the independent variable were addressed; Service quality, measured by its five dimensions: Tangible, Reliability, Responsiveness, Security and Empathy, and the dependent variable; Patient satisfaction, measured by a question, both by Likert scale. This based on the selected SERVQHOS instrument. The quantitative methodology, with the use of qualitative variables, was carried out in 400 surveys of patients from relevant public and private hospitals that treated Covid-19 patients. The results allowed to conclude that the quality of the service has a strong and direct impact on patient satisfaction. The non-parametric statistical test performed; Spearman's correlation coefficient, allowed to determine the acceptance of the proposed alternate hypothesis.