Examinando por Autor "Muñoz Quispe, Jesús Eliseo"

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    Calidad de servicio y satisfacción a usuarios que acuden a la farmacia de emergencia del Hospital III Suarez – Angamos (enero–agosto 2019) Lima – 2021
    (Universidad Privada Norbert Wiener, 2021-08-10) Villegas Chiroque, Maria Julia; Muñoz Quispe, Jesús Eliseo; Ñañez del Pino, Daniel
    Medical centers today are focused on meeting the needs of users and patients who seek quality service. This focus should be shared by all members of the institution, providing decentralized care. The objective of this descriptive, correlational, cross-sectional study was to determine the relationship between service quality and user satisfaction among patients visiting the emergency pharmacy at the Suarez-Angamos Hospital III in Lima, from January to August 2019. The population sample consisted of 13,790 users, and the required sample included 398 users. Two questionnaires based on the SERVQUAL model were developed: one with 20 closed questions for service quality, and another with 15 closed questions for user satisfaction. Both were scored using a Likert scale with values of 1–5 for service quality and 1–4 for user satisfaction. Data was processed using EXCEL and IBM SPSS Statistics 25. The results showed a service quality of 73.9% and a patient satisfaction of 49.75%. A relationship was found to exist between the two variables, with a moderate, direct, and significant correlation between service quality and user satisfaction. The Spearman's correlation coefficient was 0.495, with a p-value less than the significance level (p=0.0010 < 0.05). In conclusion, there is a direct link between the service quality provided and the satisfaction of users who visit the Suarez-Angamos Hospital III.