Perceived quality and satisfaction of users in the hospital general del north de Guayaquil ceibos: evaluation for improvement.

Abstract

This work is synthesized in assessing the quality of care in the area External Consultation by measuring satisfaction with the services received. Designed
with a descriptive cross section. The study was conducted at the General Hospital del Norte de Guayaquil Ceibos, and the study population was 287 users. Questionnaires validated by SERVQUAL were applied to adapt to the purposes of the survey, after attention to users of legal age. The informed study used the SPSS version 24.0 program for descriptive statistics. The discrete variables were addressed in number and percentages and the continuous variables in average ± standard deviation (X ± SD). Cronbach's alpha verifications (0.866) and Kruskal - Wallis were adapted. Significant areas of satisfaction were found in a large part of the areas indicated by the respondents and showed a global level (77.4%) with statistical significance (p <0.05). A high level of satisfaction was found with the global and individual service, which is reflected in a high-quality service. User satisfaction is related to the treatment he receives from health workers.