Examinando por Autor "Egúsquiza Cáceres, María Isabel"

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Acceso abierto
Level of satisfaction of users who attend the dentistry service in a health center in the province of Chimbote in 2019.
(Universidad Privada Norbert Wiener, 2021-01-21) Egúsquiza Cáceres, María Isabel; Girano Castaños, Jorge Alberto
The objective of this research was to determine the satisfaction level of users who attend the Dentistry service at a health center in the province of Chimbote in 2019. The SERVQUAL questionnaire was used, which presents five measurement dimensions: tangible elements, reliability, responsiveness, assurance, and empathy. This questionnaire consists of 44 items, 22 of perception and 22 of expectation. The service is considered satisfactory when the perception score is equal to or higher than the expectation score, and it is considered unsatisfactory when the expectation score exceeds the perception score. The sample size was determined through sample calculation, requiring a minimum of 459 users for the research. The results showed that the satisfaction level of users based on reliability was 8.5% satisfactory and 91.5% unsatisfactory, the satisfaction level based on responsiveness was 16.9% satisfactory and 83.1% unsatisfactory, the satisfaction level based on assurance was 14.6% satisfactory and 85.4% unsatisfactory, the satisfaction level based on empathy was 8.1% satisfactory and 91.9% unsatisfactory, and the satisfaction level based on tangible elements was 16.9% satisfactory and 83.1% unsatisfactory. Conclusion: The overall satisfaction level of the users was unsatisfactory.