Publication: Gestión del proceso administrativo de atención y la satisfacción del usuario post Covid 19, hospital Leoncio Prado, Huamachuco, 2022
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Date
2024
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Universidad Nacional de Trujillo
Abstract
La presente investigación titulada Gestión del proceso administrativo de atención y la satisfacción del usuario post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; tuvo por objetivo general determinar la relación que existe entre la Gestión del proceso administrativo de atención y la satisfacción del usuario post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022. Los métodos de investigación utilizados fueron: el método inductivo – deductivo y, de análisis y síntesis; asimismo, el diseño de dicha investigación fue no experimental, transversal correlacional. Mediante el método probabilístico aleatorio simple, con la fórmula para poblaciones finitas, se obtuvo una muestra de 336 usuarios. Por otro lado, se hizo uso de la encuesta a través de su instrumento el cuestionario. Con los hallazgos obtenidos se concluyó que, existe una relación entre la gestión del proceso administrativo de atención y la satisfacción del usuario post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; pues, las variables guardan una relación positiva alta y significativa (r=0,750; p=0,00). Así también, el nivel de gestión del proceso administrativo de atención es regular, pues obtuvo una calificación de 2.79 puntos; y el nivel de satisfacción del usuario también califica a nivel regular con 2.73 puntos. Al correlacionar las dimensiones de la variable independiente (acogida o recepción, desarrollo y conclusión o despedida) con la satisfacción, se concluyó que, existe una relación positiva alta y significativa pues se obtuvo coeficientes de r= 0,749 y p=0,00; r=0,752 y p=0,00; r=0,722 y p=0,00 respectivamente.
ABSTRACT This research entitled Management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; The general objective was to determine the relationship that exists between the Management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022. The research methods used were: the inductive - deductive method and analysis and synthesis; Likewise, the design of said research was non-experimental, cross-sectional, correlational. Using the simple random probabilistic method, with the formula for finite populations, a sample of 336 users was obtained. On the other hand, the survey was used through its instrument, the questionnaire. With the findings obtained, it was concluded that there is a significant relationship between the management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; Therefore, the variables have a high and significant positive relationship (r=0.00; p=0.722). Likewise, the level of management of the administrative care process is regular, as it obtained a rating of 2.79 points; and the level of user satisfaction also rates at a regular level with 2.73 points. By correlating the dimensions of the independent variable (welcome or reception, development and conclusion or farewell) with satisfaction, it was concluded that there is a high and significant positive relationship since coefficients of r= 0.749 and p=0.00 were obtained; r=0.752 and p=0.00; r=0.722 and p=0.00 respectively.
ABSTRACT This research entitled Management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; The general objective was to determine the relationship that exists between the Management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022. The research methods used were: the inductive - deductive method and analysis and synthesis; Likewise, the design of said research was non-experimental, cross-sectional, correlational. Using the simple random probabilistic method, with the formula for finite populations, a sample of 336 users was obtained. On the other hand, the survey was used through its instrument, the questionnaire. With the findings obtained, it was concluded that there is a significant relationship between the management of the administrative care process and user satisfaction post Covid 19, Hospital Leoncio Prado, Huamachuco, 2022; Therefore, the variables have a high and significant positive relationship (r=0.00; p=0.722). Likewise, the level of management of the administrative care process is regular, as it obtained a rating of 2.79 points; and the level of user satisfaction also rates at a regular level with 2.73 points. By correlating the dimensions of the independent variable (welcome or reception, development and conclusion or farewell) with satisfaction, it was concluded that there is a high and significant positive relationship since coefficients of r= 0.749 and p=0.00 were obtained; r=0.752 and p=0.00; r=0.722 and p=0.00 respectively.
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Keywords
Gestión administrativa, Atención al usuario, Satisfacción del usuario