DIAGNÓSTICO DE SATISFACCIÓN DE USUARIOS EN EL CENTRO GERIÁTRICO HOGAR LA ESPERANZA # 2 GUAYAS

Abstract

The present work of investigation approaches like objective to diagnose the level of satisfaction of the users in the Center Geriatric Home La Esperanza. Throughout the world, consumer satisfaction plays an increasingly important role in the reforms of the quality of care and in the provision of health services in general. The present study is of a quantitative nature and is carried out through the Servqual questionnaire directed as a population to 56 older adults who are currently in the La Esperanza Home Geriatric Center No.2. When reviewing the literature on customer satisfaction, the consensus lies mainly in the expectations, the confirmation of these, the performance, the equity and the level of affection. The main result of the study is the existence of a gap between the level of expectations and the perception of users, therefore it is concluded that older adults are mildly dissatisfied with the service received by the center under study