Bibliographic citations
Geng, M., (2020). Nivel de satisfacción de los pacientes atendidos por alumnos de pregrado en centros odontológicos universitarios privados de Lima Metropolitana, en el año 2019 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/652862
Geng, M., Nivel de satisfacción de los pacientes atendidos por alumnos de pregrado en centros odontológicos universitarios privados de Lima Metropolitana, en el año 2019 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/652862
@misc{renati/1287993,
title = "Nivel de satisfacción de los pacientes atendidos por alumnos de pregrado en centros odontológicos universitarios privados de Lima Metropolitana, en el año 2019",
author = "Geng Ibarra, Mayra Alejandra",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
Objective: Measure the satisfaction of patients attended by undergraduate students in private university dental centers at Lima Metropolitana (Peru), in the year 2019, using the modified Servqual tool. Materials and methods: This was a descriptive and observed cross-sectional study. 180 patients attended by undergraduate students in three private university dental centers in Lima Metropolitana participated in this study. The collected data were analyzed using the Stata ® v14.2 program through statistical tests including Wilcoxon, Mann–Whitney and Kruskal-Wallis tests. P < 0.05 was considered statistically significant. Results: Results showed that 65.56% of the patients were satisfied after being treated. In addition, on average, the perception of the quality of the services provided was greater than the expectation in all the dimensions evaluated. The highest quality gap was Responsiveness and Reliability, the lowest. Dissatisfaction was found regarding the time factor and the kindness provided by the care staff. Conclusion: According to the results obtained, it is necessary to carry out an action plan according to the questions "That the consultation be carried out at the scheduled time", "That your care is carried out respecting the programming and the order of arrival of the patient" and " That their privacy be respected during their care in the office” from the Servqual survey, in order to increase the number of satisfied patients in future care.
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