Análisis comparativo de la percepción de la calidad de los servicios brindados en dos hospitales público y privado de la ciudad de Guayaquil para la elaboración de un plan de mejoras.

Abstract

In Ecuador, the health system is focused on improving the quality of health services offered, focused on providing pleasant experiences to users who attend health institutions; however, this quality is not perceived by users and by therefore they do not meet their needs. The objective of the study is to carry out a comparative analysis of the perception of the quality of the services provided in two public and private hospitals in the city of Guayaquil for the elaboration of an improvement plan. The research study is non-experimental, cross-sectional with a mixed and descriptive approach, carried out on a sample of 368 users from a private hospital and 350 users who attended a public hospital; For this, a questionnaire and an interview based on the SERVPERF model were used in the users, The interviews were conducted with 15 users from the private sector and 20 from the public sector. The study showed that users of health services perceive a better quality of care in a private hospital than in a public one, through measurements of the dimensions of reliability, tangible elements, sensitivity, responsiveness, security and empathy. A proposal was made with the objective of designing strategies to improve the quality of health services offered by a public and private hospital in the city of Guayaquil through actions to improve the dimensions used.