Bibliographic citations
Ccoto, J., (2019). Grado de satisfacción percibido por los usuarios y la calidad de atención del servicio del consultorio externo de pediatría del Hospital Subregional de Andahuaylas, julio – setiembre 2017 [Tesis, Universidad Inca Garcilaso de la Vega]. https://hdl.handle.net/20.500.11818/4296
Ccoto, J., Grado de satisfacción percibido por los usuarios y la calidad de atención del servicio del consultorio externo de pediatría del Hospital Subregional de Andahuaylas, julio – setiembre 2017 [Tesis]. : Universidad Inca Garcilaso de la Vega; 2019. https://hdl.handle.net/20.500.11818/4296
@mastersthesis{renati/861785,
title = "Grado de satisfacción percibido por los usuarios y la calidad de atención del servicio del consultorio externo de pediatría del Hospital Subregional de Andahuaylas, julio – setiembre 2017",
author = "Ccoto Ramos, Jesús",
publisher = "Universidad Inca Garcilaso de la Vega",
year = "2019"
}
The objective was to determine the relationship between the quality of care of the service and the degree of satisfaction perceived by users in the Outpatient Clinic of Pediatrics of the Subregional Andahuaylas Hospital (HSA) in the period July - September 2017. The study design was correlational, quantitative and cross-sectional. The study population was constituted by users over 14 years of age and companions (mother, father, responsible relative or tutor) of children who went to the outpatient pediatric office. The sample size was 386 users. The survey instrument that was used for the study was the SERVQUAL Survey, which is already standardized and validated for this type of study by the Ministry of Health (MINSA). There were 386 surveys, most of the sample population was between 16 and 40 years of age, were female, with secondary education, place of residence in urban areas and had comprehensive health insurance (SIS) . The quality of care in the outpatient clinic of pediatrics in the study period was related to the degree of overall satisfaction, this was 54.3%, meaning that the overall degree of dissatisfaction was 45.7%, which is low and according to The technical guide for the evaluation of external user satisfaction in the health and medical support services of the MINSA is in the range in process. The dimensions of the quality with the highest percentage of satisfaction were Reliability and Safety reaching 61.5%, followed by tangible aspects with 60%. The dimensions of the quality with the lowest satisfaction percentage were Empathy with 50.5% and Response Capacity with only 37.2%.
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