Bibliographic citations
Huaman, C., (2020). Nivel de calidad del servicio en la atención al usuario externo del área de hospitalización del Hospital de Alta Complejidad “Virgen de La Puerta” [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/26574
Huaman, C., Nivel de calidad del servicio en la atención al usuario externo del área de hospitalización del Hospital de Alta Complejidad “Virgen de La Puerta” [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/26574
@misc{sunedu/3006782,
title = "Nivel de calidad del servicio en la atención al usuario externo del área de hospitalización del Hospital de Alta Complejidad “Virgen de La Puerta”",
author = "Huaman Herreros, Clever Isman",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The objective of the study carried out is to determine the level of quality of the service in the attention to the external user of the hospitalization area of the High Complexity Hospital “Virgen de la Puerta”. This research will be carried out through a non-experimental, cross-sectional, descriptive study through the modified SERVQUAL model, this model being the one that has been widely used by the medical services of Peru. To develop the study, a universe of 240 beds available for hospitalization has been considered and through simple random sampling to insured patients hospitalized during the month of May 2019, taking into account the following considerations: Quality level (Proportion) 50%, 95% confidence level, 5% margin of error, 148 hospitalized patients were obtained as a result of the sample. In order to determine by means of an opinion poll, the perception that users have about the quality of the service in the care offered by the High Complexity Hospital “Virgen de la Puerta”. The Modified SERVQUAL questionnaire instrument was applied. The results were obtained, in general the level of quality of the service, 51% of the users indicate that it is in process, 20% of the users rate it for improving and only 29% think that it is the level of quality of the service is ok. Regarding the level of quality by dimensions, it is observed that in the reliability dimension the quality level is to improve with 67%, in the response capacity dimension it is also observed that the quality level is to improve, different from In the security dimensions, it is observed that the level of quality is acceptable with 72%, in the dimension of empathy the level of quality is acceptable with 80%, and in the dimension of tangible aspects, the highest percentage of the level was obtained. quality of service that I rate as acceptable with 88%.
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