Análisis de la calidad de servicio y su influencia en la satisfacción de los usuarios del consorcio Médico Guzmán.

Abstract

The quality of services is defined as compliance with the specifications regarding health services and is associated with the user's perception, providing a transition of steps to follow in management, especially when their interests are not satisfied. The objective of the study is to analyze the quality of service and its influence on the satisfaction of the users of the Guzmán Medical Consortium. Regarding the methodology, it was decided to use a quantitative approach, non-experimental design, descriptive and correlational scope. cross-sectional research and deductive method, with a sample of 154 patients and a survey technique. The most relevant results were in the quality of service an average of 4.88 due to the dimension tangible aspects, empathy and responsiveness; while user satisfaction obtained an average of 3.71, which was due to the facilities, medical treatment, difficulties and doctor. It was concluded that the quality of service positively and significantly influences the satisfaction of users in the Guzmán Medical Consortium, since it achieved a Pearson correlation coefficient of 0.832 and significance (p<0.01).