Análisis de la calidad de atención y satisfacción del usuario externo en los usuarios del Centro de Especialidades Centro Médico Social (CMS) de la ciudad de Guayaquil.

Abstract

This study aims to analyze the relationship between the quality of care and satisfaction of the external user in the users of the Social Medical Center Specialty Center (CMS) of the city of Guayaquil. Research with a descriptive scope, the quality of the service was analyzed based on the five dimensions of the SERVQUAL model, which are tangible aspects, responsiveness, trust, security and empathy. The deductive method and its quantitative approach were applied, statistics were obtained as a means to present the data. 4.3% for high dissatisfaction, and as a second dimension we find the dimension "Response capacity" where a value of 21% was obtained in relation to medium dissatisfaction and 3.4% for high dissatisfaction. A plan is proposed that includes incorporating a computer system with a medical appointment scheduling module, defining a medical appointment scheduling system and informing the external user of the process, training health personnel in effective and assertive communication, and reducing waiting times. to the external user.