ESTUDIO DE LA PERCEPCIÓN DE CALIDAD EN LOS USUARIOS DEL SERVICIO DE EMERGENCIA DEL HOSPITAL ISIDRO AYORA DE LA CIUDAD DE LOJA, AÑO 2019
The purpose of this study is to assess the perception of the quality of the users of the Emergency Service of the Isidro Ayora Hospital in the city of Loja, year 2019. The methodological strategy of this research consisted in the application of the SERVPERF model, one of the methods more important i...
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| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2019
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| Matèries: | |
| Accés en línia: | http://dspace.unl.edu.ec/jspui/handle/123456789/22489 |
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Afegir etiqueta | Sumari: | The purpose of this study is to assess the perception of the quality of the users of the Emergency Service of the Isidro Ayora Hospital in the city of Loja, year 2019. The methodological strategy of this research consisted in the application of the SERVPERF model, one of the methods more important in this type of studies measuring the perception of users regarding the quality of the service based on five dimensions: tangible elements, reliability, responsiveness, security and empathy; To give weight and importance to each of these dimensions, the Likert scale was used. The questionnaire applied consists of 22 statements that were made to 256 users, the results found indicate in general terms that the assessment of the users regarding the quality of the emergency service is 3.37, partially agreeing with the perception of quality and with 67.32% satisfaction. Keywords: Perception, Quality, User, Emergency. |
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