Examinando por Autor "Flores Oloya, Nancy Maritza"

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    Calidad de servicio y satisfacción del usuario externo en el área de farmacotécnia del Hospital Nacional Docente Madre Niño San Bartolomé, periodo enero–diciembre 2018
    (Universidad Privada Norbert Wiener, 2019-03-06) Flores Oloya, Nancy Maritza; Herencia Torres, Victor Reynaldo
    The objective of this research was to determine the relationship between service quality and the satisfaction of external users in the Pharmacotechnics area of the San Bartolomé National Teaching Hospital for Mothers and Children from January to December 2018. The study was descriptive, correlational, non-experimental, and quantitative. The sample consisted of 240 users from the Pharmacotechnics area of the hospital during the specified period. The quality variable was evaluated using the SERVQUAL survey, while the Minsa questionnaire was used for the external user satisfaction variable. A descriptive analysis was also conducted using frequency tables. The Spearman's Rho correlation coefficient of 0.722 indicated a positive relationship between the variables at a high correlation level. With a bilateral significance level of p=0.000<0.01 (highly significant), the null hypothesis was rejected and the general hypothesis was accepted. It is concluded that there is a direct and significant relationship between the quality of service and the satisfaction of external users in the Pharmacotechnics area of the San Bartolomé National Teaching Hospital from January to December 2018.