Influencia de la cultura organizacional en la calidad de servicios ofertados en el Hospital Básico Santa Teresita de la ciudad de Santa Rosa.

Abstract

The main objective of this research work is to determine the influence of organizational culture on the quality of the services offered at the Santa Teresita Basic Hospital in the city of Santa Rosa. A quantitative approach was used under a non-experimental design; The survey technique and documentary review were applied. The study population was represented by hospital staff and health service users. As results, it was known that there are some unfavorable perceptions regarding the independent variable organizational culture and the dependent variable service quality. It was proven that there is a direct correlation between these variables, obtaining a value of 0.982, concluding that there is a need to strengthen the dimensions of involvement, consistency, adaptability and mission that affect the organizational culture, as well as the dimensions of reliability, security, tangible elements, responsiveness and empathy closely linked to the quality of service. A strategic plan was recommended to improve the work environment through an organizational culture that encourages commitment, motivation to achieve and quality of service, which in turn will have a significant and positive impact on user satisfaction.