Citas bibligráficas
Hidalgo, J., Tananta, N. (2021). Calidad del servicio y su influencia en la satisfacción de pacientes en un centro médico en Cajamarca, 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/27469
Hidalgo, J., Tananta, N. Calidad del servicio y su influencia en la satisfacción de pacientes en un centro médico en Cajamarca, 2021 [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/27469
@misc{renati/509292,
title = "Calidad del servicio y su influencia en la satisfacción de pacientes en un centro médico en Cajamarca, 2021",
author = "Tananta Pezo, Newston Benigno",
publisher = "Universidad Privada del Norte",
year = "2021"
}
The present study aims to determine if the quality of the service influences the satisfaction of the patients of a medical center in Cajamarca. The development of the project is structured by applying the SERVQUAL model to measure the existing gaps between the quality of service perceived and expected, and the ACSI model was used to measure the level of patient satisfaction. The research is of the Descriptive, Correlational - Causal and pre - experimental - Transectional design type. The sample is made up of 185 patients from the surgery area. The collected data were processed and analyzed using SPSS version 23 software. The results obtained lead to the conclusion that the quality of service has a positive (0.820) and significantly (p <0.05) influence on patient satisfaction at the medical center. Therefore, it is recommended to continuously improve in reducing the gaps in the quality of service to improve the level of patient satisfaction, much more in these times of pandemic where health services are of vital importance.
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