Percepción de la calidad y satisfacción del usuario: clínica de especialidades María Auxiliadora

Abstract

The research aims to establish the existing dependency between the perception of quality and customer service at the María Auxiliadora Specialty Clinic in the city of Quito. The central objective seeks to analyze both aspects of interest to know how the dimensions of perceived quality maintain a relationship with respect to the satisfaction of the service provided. For this purpose, a quantitative, cross-sectional and correlational methodology is used, taking as a population the users of the medical unit whose finite population sampling results in 373 individuals to whom surveys were applied. This instrument resulted in a rating of between 8 to 10 at the level of general satisfaction according to the SERPERF assessment scale regarding care, agility, procedures and medical equipment. The correlational analysis showed that the reliability and responsiveness dimension is medium with (p-value = 0.0008 < 0.05) and (p-value = 0.001 < 0.05) significance. Finally, it is estimated that the entity can better manage the dimensions that have less dynamism and thereby increase the satisfaction and quality of the medical service provided