Factores relacionados con la satisfacción del usuario en el servicio de emergencia del hospital León Becerra de Guayaquil

Abstract

Abstract: The quality of health services results from the capacity that exists on the part of the institutions to maintain a high level of satisfaction of the needs and expectations of patients and users with respect to the expected and received service, distinguishing, as indicated by Gönroos (1984), three basic components: technical quality, functional quality and image. Based on this theory, the present study is carried out entitled: Factors related to user satisfaction in the emergency service of the León Becerra Hospital in Guayaquil, whose objectives were framed in the evaluation of user satisfaction. outpatients who attended the emergency area of said center in the specified period, to identify the factors related to these levels of satisfaction and the determination of the quality of care. For this, the SERVQUAL model was applied to determine the quality of care based on the perceptions and expectations of users in five dimensions: tangible elements, reliability, responsiveness (sensitivity), safety, and empathy.The conclusions indicate that the level of satisfaction was lower than that observed in previous studies, and according to the research it was found that people were more satisfied with the tangible elements.