ESTUDIO DE LA PERCEPCIÓN DE LA CALIDAD EN LOS USUARIOS DEL SERVICIO DE MEDICINA GENERAL DEL CENTRO DE SALUD DE LA CIUDAD DE GONZANAMÁ, AÑO 2019
This research work was carried out with the purpose of assessing the perception of quality in the general medicine service of the Gonzanamá health center, year 2019, taking into account the perceptions of the users who come to this service, knowledge and staff experience as well as physical faciliti...
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| Format: | bachelorThesis |
| Language: | spa |
| Published: |
2020
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| Subjects: | |
| Online Access: | http://dspace.unl.edu.ec/jspui/handle/123456789/23026 |
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Add Tag | Summary: | This research work was carried out with the purpose of assessing the perception of quality in the general medicine service of the Gonzanamá health center, year 2019, taking into account the perceptions of the users who come to this service, knowledge and staff experience as well as physical facilities and infrastructure. To carry out the research, the general objective was to assess the perception of quality in users of the general medicine service of the health center of the city of Gonzanamá, year 2019, and as specific objectives; describe the current situation of the general medicine service of the health center of the city of Gonzanamá, year 2019; and measure the current perception of quality in users of the general medicine service of the health center of the city of Gonzanamá, year 2019. In order to comply with the results of the investigation, the SERVPERF model was applied to know in an effective and efficient way the perception of the quality of the users, which consists of five dimensions: tangible elements, responsiveness, security, reliability and Empathy, these dimensions determine the quality of the service received. This SERVPERF model was adapted to the research requirements which consists of a 22-item questionnaire applied to 280 users who attend the general medicine service, the results found in this research indicate that the perception of quality in the service General medicine of this center is extremely favorable and positive. |
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