RESUMENLa satisfacción del usuario es percibida en torno al servicio recibido, el cual es generado por sus propias expectativas, necesidades, así como elementos externos. En los consultorios externos de un nosocomio de Chota se evidencia insatisfacción de los usuarios que son atendidos, por lo que el estudio tuvo como objetivo proponer un modelo de gestión para optimizar la satisfacción de sus usuarios. La metodología utilizada corresponde a un estudio de tipo no experimental, cuantitativo, con propuesta, el diseño fue transversal. Como instrumento se usó el Cuestionario SERVQUAL. Los principales resultados fueron satisfacción 33.62% y de insatisfacción 66.38% así como en los resultados según sus dimensiones se obtuvo alta insatisfacción con la atención que recibieron como fiabilidad con 69.63%, capacidad de respuesta con 74.93%, seguridad 65%, empatía con 61.97% y aspectos tangibles con 60.63%. Frente a la elevada insatisfacción, se propuso un modelo de gestión adecuado para la optimización de la satisfacción del usuario de consultorios externos en el nosocomio antes indicado. Palabras clave: fiabilidad, capacidad de respuesta, seguridad, empatía, insatisfacción, aspectos tangibles ABSTRACT User satisfaction is perceived around the service received, which is generated by their own expectations, needs, as well as external elements. In the outpatient clinics of a Chota hospital, dissatisfaction of the users who are served is evidenced, so the study aimed to propose a management model to optimize user satisfaction. The methodology used corresponds to a nonexperimental, quantitative study, with a proposal, the design was cross-sectional. The SERVQUAL Questionnaire was used as an instrument. The main results were satisfaction 33.62% and dissatisfaction 66.38%, as well as in the results according to their dimensions, high percentages of dissatisfaction with the care they received were obtained as reliability with 69.63%, response capacity with 74.93%, safety 65%, empathy with 61.97% and tangible aspects with 60.63%. Faced with the high percentages of dissatisfaction, an appropriate management model was proposed to optimize the satisfaction of the user of outpatient clinics in the aforementioned hospital.
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