Modelo Servqual en la calidad de servicio y satisfacción del usuario en consultorio externo de Medicina

The problem regarding the satisfaction of health processes in relation to the quality of care is an evidence that we have present at international, national and local level that has repercussions in the management of health whose decrease in quality, implies in the dissatisfaction of the user. The objective is to determine the relationship between quality of service and user satisfaction in the outpatient clinic of Medicina Hospital II - 2 Tarapoto, 2024. The methodology of the prospective research work was basic, correlational, non-experimental. A determined population of outpatient users and an estimated sample of 214 users attended in the outpatient clinic of Medicine of the Hospital II - 2 Tarapoto 2024. The aim is to identify situations where deficiencies are present in order to opt for improvements or more efficient processes that are reflected in an optimal appreciation of the care provided. It is established that there is a direct relationship between the variables quality of care and user satisfaction in the outpatient service of Hospital II - 2 Tarapoto, which is classified as good in the level of correlation (0.766), with a p-value = 0.000. When relating individually the 5 dimensions tangible aspects (correlation 0.443), reliability (correlation 0.696), responsiveness (correlation 0.445), security (correlation 0.725) and empathy (correlation 0.621) with the user satisfaction variable, a direct and significant relationship is observed for each dimension.