Abstract:Introducción: el nivel de satisfacción en servicios de salud es un concepto complejo que está en relación con muchos factores, como las experiencias previas del paciente, el estilo de vida del mismo, las expectativas respecto al tratamiento y los valores del sujeto y de la sociedad en sí. Objetivos: determinar el nivel de satisfacción que presentan al alta los pacientes del servicio de Clínica Médica del Hospital Nacional (Itauguá, Paraguay) en 2020. Métodos: estudio observacional, descriptivo, correlacional. … Show more
“…2022; 1:12 8 de la dimensión fiabilidad es de 49 % como bueno, 28 % como regular y el 23 % como malo, recalcando que la fiabilidad arrojó resultados de nivel bueno sin exceder el 50 %, suponiendo la necesidad de mejoras en consideración a la confianza que inspira la administración del centro y el compromiso con la ejecución del servicio sanitario. (27) Con respecto al tercer objetivo específico, segun el análisis descriptivo, el 61,1 % indica el nivel alto y el 38,9 % medio, en donde el nivel alto prevalece en la dimensión capacidad de respuesta, pero, en la segunda variable, el 60 % indica que la satisfacción es de nivel medio. En el análisis inferencial, la correlación es positiva media de 0,538 con una significancia de 0,000 bilateral, encontrando una relación entre ambos factores.…”
This research was oriented towards specifying that the quality of service is related to user satisfaction in a health facility located in the Northern Zone of Lima in the year 2023. With a quantitative approach, non-experimental, correlational design, a sample of 90 users was studied, where the first variable was measured by means of the standardized SERVQUAL questionnaire and the second variable with the satisfaction questionnaire. The statistical evidence shows the results of the descriptive and correlational analysis. For the first variable, it was shown that high service quality was favorably indicated by the largest portion of respondents, while for the second variable, the largest percentage showed average satisfaction. From this, a moderate correlation is indicated in the inferential analysis, validating the main objective of the present study. It is concluded that the better the quality of service in each of the fundamental aspects involved in the care process, the higher the user's satisfaction with the quality of service. Similarly, it is the responsibility of the center to implement strategies to improve the services it provides in order to guarantee the quality of care for its patients.
“…2022; 1:12 8 de la dimensión fiabilidad es de 49 % como bueno, 28 % como regular y el 23 % como malo, recalcando que la fiabilidad arrojó resultados de nivel bueno sin exceder el 50 %, suponiendo la necesidad de mejoras en consideración a la confianza que inspira la administración del centro y el compromiso con la ejecución del servicio sanitario. (27) Con respecto al tercer objetivo específico, segun el análisis descriptivo, el 61,1 % indica el nivel alto y el 38,9 % medio, en donde el nivel alto prevalece en la dimensión capacidad de respuesta, pero, en la segunda variable, el 60 % indica que la satisfacción es de nivel medio. En el análisis inferencial, la correlación es positiva media de 0,538 con una significancia de 0,000 bilateral, encontrando una relación entre ambos factores.…”
This research was oriented towards specifying that the quality of service is related to user satisfaction in a health facility located in the Northern Zone of Lima in the year 2023. With a quantitative approach, non-experimental, correlational design, a sample of 90 users was studied, where the first variable was measured by means of the standardized SERVQUAL questionnaire and the second variable with the satisfaction questionnaire. The statistical evidence shows the results of the descriptive and correlational analysis. For the first variable, it was shown that high service quality was favorably indicated by the largest portion of respondents, while for the second variable, the largest percentage showed average satisfaction. From this, a moderate correlation is indicated in the inferential analysis, validating the main objective of the present study. It is concluded that the better the quality of service in each of the fundamental aspects involved in the care process, the higher the user's satisfaction with the quality of service. Similarly, it is the responsibility of the center to implement strategies to improve the services it provides in order to guarantee the quality of care for its patients.
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