Resumen
La calidad de los servicios de salud en entornos rurales representa un desafío para los sistemas sanitarios. Debido a esto, la presente investigación tuvo como objetivo determinar la relación entre la calidad del servicio y la satisfacción del usuario en el Centro de Salud Pizana, Microred Pólvora, Tocache, San Martín, Perú, 2023. Se empleó un diseño transversal y correlacional con una muestra de 60 usuarios que respondieron los cuestionarios SERVQUAL modificado y SUCE. Como resultado, la calidad del servicio presentó nivel regular-deficiente en 55 % de casos. La satisfacción del usuario mostró nivel deficiente-regular en 54 % de casos. No se encontró relación significativa entre las variables principales (Tau-b=0,164, p=0,078). Solo fiabilidad (p=0,048) y capacidad de respuesta (p=0,013) mostraron correlación significativa con satisfacción. Se concluye que, en contexto rural, dimensiones específicas de la calidad impactan la satisfacción, mientras que la relación global no sigue los patrones reportados en entornos urbanos.
Abstract
The quality of healthcare services in rural settings presents a significant challenge for health systems. This study examined the relationship between service quality and user satisfaction at the Pizana Health Center, Pólvora Microgrid, Tocache, San Martín, Peru, in 2023. A cross-sectional, correlational design was employed with 60 users who completed the modified SERVQUAL and SUCE questionnaires. Results indicated that service quality was rated as fair to poor in 55% of cases, while user satisfaction was rated as poor to fair in 54% of cases. No significant relationship was observed between overall service quality and satisfaction (Tau-b = 0.164, p = 0.078). However, the reliability (p = 0.048) and responsiveness (p = 0.013) dimensions showed significant correlations with satisfaction. These findings suggest that in rural contexts, specific dimensions of service quality influence user satisfaction, whereas the overall relationship differs from patterns reported in urban settings.
Citas
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