Quality of Health Services and User Satisfaction in a Health Center in North Lima, Lima - 2023

Abstract

This research was oriented towards specifying that the quality of service is related to user satisfaction in a health facility located in the Northern Zone of Lima in the year 2023. With a quantitative approach, non-experimental, correlational design, a sample of 90 users was studied, where the first variable was measured by means of the standardized SERVQUAL questionnaire and the second variable with the satisfaction questionnaire. The statistical evidence shows the results of the descriptive and correlational analysis. For the first variable, it was shown that high service quality was favorably indicated by the largest portion of respondents, while for the second variable, the largest percentage showed average satisfaction. From this, a moderate correlation is indicated in the inferential analysis, validating the main objective of the present study. It is concluded that the better the quality of service in each of the fundamental aspects involved in the care process, the higher the user's satisfaction with the quality of service. Similarly, it is the responsibility of the center to implement strategies to improve the services it provides in order to guarantee the quality of care for its patients.