Gestión de la calidad y su relación con la satisfacción del usuario que acude a un hospital básico. Arenillas - El Oro 2025

Abstract

Quality in the healthcare context has evolved from a first approach, initially focused on the healthcare personnel/user relationship and encompasses the relationship with systems and services. Objective: To determine the relationship between quality management and user satisfaction in a basic hospital, Arenillas, El Oro 2025. Materials and Methods: This study was carried out under a quantitative, descriptive and correlational approach, cross-sectional, and used the SERVQUAL questionnaire along with a satisfaction questionnaire to collect data from a sample of 302 users of a Basic Hospital in Arenillas 2025. Results: The relationship between the quality of care and external user satisfaction of the Arenillas Basic Hospital, using Spearman's Rho coefficient, was -0.151 with a significance level of 0.008. Conclusion: There is a weak but statistically significant negative correlation between both variables. This suggests in this specific context, a higher perception of the quality of care does not necessarily correspond to a higher level of user satisfaction, or vice versa. In other words, as one variable increases, the other tends to decrease slightly, which raises important questions about quality management in health services.