Bibliographic citations
Rojas, A., Mezarina, H. (2016). Expectativa y percepción de la calidad de atención en usuarios que acuden al Servicio de Cuidados Críticos del Niño y Adolescente del Hospital Nacional Docente Madre Niño San Bartolomé, Lima - 2014 [Tesis, Universidad Nacional del Callao]. https://hdl.handle.net/20.500.12952/2055
Rojas, A., Mezarina, H. Expectativa y percepción de la calidad de atención en usuarios que acuden al Servicio de Cuidados Críticos del Niño y Adolescente del Hospital Nacional Docente Madre Niño San Bartolomé, Lima - 2014 [Tesis]. PE: Universidad Nacional del Callao; 2016. https://hdl.handle.net/20.500.12952/2055
@mastersthesis{renati/340465,
title = "Expectativa y percepción de la calidad de atención en usuarios que acuden al Servicio de Cuidados Críticos del Niño y Adolescente del Hospital Nacional Docente Madre Niño San Bartolomé, Lima - 2014",
author = "Mezarina Esquivel, Hugo Antonio",
publisher = "Universidad Nacional del Callao",
year = "2016"
}
In the majority of investigations, researchers have determined the basis of the difference that exists between the expectations and perceptions; however we found no studies linking the expectations of the user's perception. This study aimed to determine the relationship between expectations and perception of the quality of care in service users attending Pediatric Critic Care Unit Hospital Nacional Madre Niño San Bartolome in 2014. The design was observational, transactional, correlational and descriptive. To collect information modified SERVQUAL survey for use, this included 22 questions of expectation and 22 perceptual ones. The researched people were 50. The results were expressed in absolute and relative numbers; the Rho Spearman and statistical significance to determine the existence of correlation between expectation and perception are calculated. It was concluded that there is no relationship between expectation and perception (rho Spearman 0.467, p = 0.105), and it was determined that there is no relationship between the size of the Reliability quality (Rho Spearman 0.211, p = 0.141), Capacity response (Rho Spearman 0.014, p = 0.924), Security (Rho Spearman -0.11, p = 0.477), Empathy (Rho Speraman-0091, p = 0.528) and tangible aspects (Rho Spearman -0172, p = 0.2.32).
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