Examinando por Autor "Fabian Huarcaya, Edith"

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    Proceso de calidad y satisfacción del usuario consultorio externo en el centro de salud Luricocha-Ayacucho 2019
    (Universidad Privada Norbert Wiener, 2021-04-17) Fabian Huarcaya, Edith; Arellano Sacramento, César
    The objective of this study was "To determine the correlation between the service quality process and the satisfaction of the user of the external office of the Luricocha Health Center in 2019". The population studied were users seen in an outpatient clinic at the Luricocha Health Center (September-October 2019). The calculated sample size was 64 subjects, of legal age who attend the consultation. The instruments to be used were: the SERVQUAL instrument modified by MINSA (the perception part-22 items) and the quality of care process questionnaire (15 items). The majority were women (81 %), had a primary education level (39 %), attended in the medical office (63 %) and were between 18 a 30 years of age (31 %). A simple linear correlation was found between quality process and external user satisfaction, being positive and considerable. Likewise, a simple linear correlation was found between quality human process, quality technical-scientific process, quality environment process and external user satisfaction. It is concluded that when the quality process increases the satisfaction of the external user, it also does so.