Calidad de servicio y satisfacción usuaria de los pacientes en la atención odontológica del Dispensario Pasadero del Seguro Social Campesino Manabí.

Abstract

The general objective of the present investigation was to analyze the relationship between the quality of the service and the user satisfaction of the patients in dental care at the Pasadero Dispensary of the Manabí Rural Social Security and to propose an improvement plan. To fulfill the purpose, an investigation was carried out with a quantitative approach and a non-experimental design, because the information was taken in its natural state without manipulating the variables. In addition, it had a descriptive and correlational scope that allowed quantifying the level of mutual relationship, with the help of the SERVPERF questionnaire to collect information from 333 affiliated external users. With the main results, it was obtained that the quality of service achieved an average of 4.56, due to the tangibility dimension 4.44, responsiveness 4.55 and empathy 4.56. In the case of the user satisfaction variable, an average of 4.60 was obtained, which allowed us to consider greater satisfaction on the part of the users. In conclusion, it was identified that the quality of the service is positively and significantly related to the user satisfaction of the patients, given a value of 0.836 in the Pearson coefficient.