Service culture as a key factor in user satisfaction: Case study of the Jipijapa canton health center

Abstract

At the Jipijapa Canton Health Center, the quality of care has been criticized patients constantly report dissatisfaction with the services, related to lack of staff dissatisfaction with the services, related to lack of personnel, shortage of medicine, difficulty in obtaining an appointment, long waiting times due to the lack of waiting times due to the lack of organization at the time of the consultation schedule. The objective of this research was to analyze the service culture and its contribution to user satisfaction at the Type B Jipijapa Health Center. The design of the methodology had a mixed approach of exploratory and descriptive type with inductive, deductive, analytical and inductive, deductive, analytical and synthetic survey and interview techniques, the population consisted of users who attended over a period of 7 years, with a total of 307 users 7 years with a total of 307,448, the sample was 384 users. The results determined that in terms of attitude and values of the culture of service, it was that there is fluidity in communication and a correct treatment, however, sometimes however, at times, the staff did not maintain a good mood, the link between expectations is affected by the expectations is affected by the lack of speed of service, problem-solving and attention in the pharmacy, but the staff performs its functions correctly, is properly trained and committed to the and are properly trained and committed to meeting the needs of the client needs. In conclusion, the service culture should be focused on the attitude and values so that the users feel security, reliability and satisfaction.