Examinando por Autor "Davila Rivera, Jhonnatan"

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    Nivel de calidad de atención y satisfacción del cliente de un centro de terapia física y rehabilitación del hospital de solidaridad de Carabayllo, Lima - Perú 2020
    (Universidad Privada Norbert Wiener, 2021-11-25) Davila Rivera, Jhonnatan; Sifuentes Diaz, Sinarshyi Arelí; Lozano Zanelly, Glenn Alberto
    The present study level of quality of care and customer satisfaction of a physical therapy and rehabilitation center of the solidarity hospital of Carabayllo, Lima - Peru 2020. Its objective was to determine the relationship between quality of care and customer satisfaction.Material and Method: quantitative approach, applicative type, non-experimental design, correlational scope. The sample was 100 patients. The technique was the survey, applying two instruments: Quality of care questionnaire and user satisfaction. For inferential statistics, the SPSS version 22 program was used.Results: the quality of care of the physical therapy and rehabilitation center of the Hospital de Solidaridad de Carabayllo is high (71%) mostly. Regarding customer satisfaction, 23% indicate they are satisfied and 26% are somewhat satisfied, and 19% are not satisfied at all. The dimensions Reliability, Security, Empathy and Tangible elements of the quality of care are associated with the variable customer satisfaction. Not so the Sensitivity dimension, which has no association with customer satisfaction. There is a relationship between the quality of care and customer satisfaction, its significance being 0.000, and less than 0.05, the alternative hypothesis is accepted and the null hypothesis is rejected, with a moderate positive correlation (0.429) between the two variables.Conclusion. There is an association between the quality of care and customer satisfaction, its significance being 0.000, with a moderate positive correlation between the two variables.