Análisis de la calidad percibida y su relación con la satisfacción usuaria de los pacientes del área de odontología de la Fuerza Aérea Ecuatoriana.

Abstract

Periodontal diseases, caries and oral health have become a public health problem, due to the impact they have on social and economic costs; as well as for its high prevalence when treating it individually. The objective of this study was to analyze the perceived quality and its relationship with the user satisfaction of patients in the area of dentistry of the Ecuadorian Air Force, for the development of an improvement plan. In the methodological part, the quantitative approach was used, non-experimental cross-sectional research, descriptive and correlational scope, deductive method, applying the survey to a sample of 80 patients selected under intentional sampling. The findings showed that the perceived quality had tangibility problems, because the physical facilities of the dentistry area are not visually attractive and pleasant, as well as the support material. The empathy dimension reflected some disagreement regarding personalized attention and that the staff understand their needs. In the case of user satisfaction, the drawbacks were in the administrative quality, which was due to the lack of comfort in the waiting room, dissatisfaction with the signs and posters to navigate, the waiting time in consultation and to obtain an appointment. It is concluded that the perceived quality is positively and significantly related to the user satisfaction of patients in the dental area of the Ecuadorian Air Force, with a Pearson correlation coefficient of 0.835 (P=0.000).