Gerencia de Instituciones de Salud

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    Nivel de satisfacción del usuario externo en la farmacia de la Fundación Internacional Buen Samaritano Paul Martel.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud, 2016) Toaquiza Aguagallo, Norma Cecilia; Arbeláez Rodríguez, Gloria del Rocío
    Objective: To determine the level of satisfaction of external users of the pharmacy International Good Samaritan Paul Martel (FIBUSPAM) Foundation. Methodology: Inductive study with qualitative approach - quantitative mode field descriptive. The sample consisted of 125 external users. a questionnaire designed according to SERVQUAL methodology was used, the instrument consisted of 20 items to expectations (E) and 20 items for perceptions (P), with type rating scale Likert, the level of satisfaction of the difference between E was obtained and P. Results: 56 percent of external users was female; 55.2 percent with a level of secondary education; 50 percent of the population greater than or equal to 38 years. It determined globally, 40 percent satisfaction level and 33.5 percent dissatisfaction lower level. The gaps between expectations and perceptions were -0.6 in dimensions’ tangibles, responsiveness and empathy, and -0.5 in reliability and safety. weak negative association between satisfaction and age was found, the dimension’s tangible elements, security and empathy showed weak negative correlation with age; tangibles weak and the level of positive correlation study also showed differences in satisfaction of men and women. By Fisher test statistic at least one level of satisfaction was different, Duncan test showed that the mean sub groups were similar to the dimensions of quality. Conclusions: The low and medium satisfaction and dissatisfaction were predominant in the study, the thresholds between perceptions and expectations defined poor quality care in all dimensions; female gender, older adults and secondary education were elements away in greater proportion limit of satisfaction.