Calidad del Servicio y Satisfacción en Hospitales del Sistema de Seguridad Social

The objective of this research is to know the quality of the service in the hospitals of the social security system and about the influence on the satisfaction of the insured. If you use the SERVPERF model as an instrument, it will maintain the quality of the service provided in medical entities, Through the dimension’s tangible elements, responsiveness, empathy, and security. Check the satisfaction in the IESS hospitals if 384 insured persons have been found who use and / or have used the medical services of the social security system in the city of Guayaquil in the first quarter of the year 2021; If you consider 5% of the significance value and error. Validate the instrument by applying Cronbach's alpha coefficient and using Spearman's correlation coefficient to verify the hypothesis raised in the research. In disagreement with the quality of the service offered in the social security hospitals; while 31% do not agree or disagree with this quality received, so if it is verified the existence of a strong relationship between the quality of the service and the satisfaction that the insured receive for the medical services received.