Examinando por Materia "User satisfaction"

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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.
Acceso abierto
Turn of attention and evaluation of the satisfaction of the external user in the area of dentistry. Establishment deprived of health Lima, 2022
(Universidad Privada Norbert Wiener, 2023-07-10) Segura Morales, Estefany; Rojas Ortega, Raúl Antonio
The objective was to analyze the relationship between the shift of attention and the evaluation of user satisfaction in the external patients of the dentistry department at a private health establishment in Lima in 2022. The methodology was observational, prospective, analytical, and cross-sectional; the instrument used was the SERVQUAL survey modified by MINSA, with a sample of 230 external users. Results showed that for the morning shift, the dimension with the highest satisfaction percentage was tangible aspects (85.22%), followed by reliability (85.04%). The highest dissatisfaction percentage for the morning shift was in the responsiveness dimension (24.35%), followed by security (18.04%). For the afternoon shift, the highest satisfaction percentage was in tangible aspects (87.39%), followed by empathy (87.30%). The highest dissatisfaction percentage for the afternoon shift was in the responsiveness dimension (21.09%), followed by security (16.96%). The study concluded that no statistically significant relationship was found between the shift of attention and the evaluation of satisfaction in external users of the dentistry department.