Introduction:

User's perception is the result of the application of principles of quality, equity, efficiency and warmth. Evaluation and satisfaction from the perspective and expectations of users lead to improvement in health care quality.

Objective:

Determine the user's perception of quality of care in the CAI III health center, Milagro Canton, 2018.

Methods:

A quantitative cross-sectional descriptive study was conducted of a representative sample of 370 inhabitants from Milagro Canton in Guayas Province, based on the SERVQUAL multidimensional scale survey. User's perception and expectations were measured and related to quality of care.

Results:

According to the analysis performed, expectation is 48 % and perception is also 48 %, with satisfaction identified as mid-level.

Conclusions:

Satisfaction with the quality of care in CAI III health center is fair, according to the SERVQUAL model. Users perceive that improvement is required in both the infrastructure of the center and the empathy of the personnel. Results point to the need to improve the quality of services to obtain a score of excellence, thus generating citizen satisfaction as an indispensable indicator of quality of health care.

        · abstract in Spanish     · text in Spanish     · Spanish ( pdf )