Brechas de Calidad del Servicio y Satisfacción del usuario de los servicios de salud de Hospital Clínica Touma
DOI:
https://doi.org/10.56048/MQR20225.9.1.2025.e20Palabras clave:
Calidad del servicio; Satisfacción; SERVQUALResumen
El estudio realizado en el Hospital Clínica Touma analizó las brechas en la calidad percibida del servicio y su relación con la satisfacción del usuario. Se utilizó un cuestionario de 31 preguntas basado en el modelo SERVQUAL para evaluar mensualmente la calidad y satisfacción de 150 pacientes. Los resultados factoriales mostraron que la capacidad de respuesta fue el factor más importante (40,383%), seguido de la tangibilidad (11,294%), la empatía (9,351%), la confiabilidad (9,939%) y la seguridad (8,039%), influyendo así en la satisfacción. clientes totales (8,766%). Se identificaron áreas de mejora en la comunicación posterior al alta, la comodidad de las instalaciones, la capacitación del personal y la claridad de las facturas de farmacia. Si bien la mayoría de los pacientes estaban satisfechos con aspectos como la capacidad de respuesta y la amabilidad del personal, se destacaron las oportunidades para mejorar la experiencia general del paciente y garantizar una atención de calidad.
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