<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1727-897X</journal-id>
<journal-title><![CDATA[MediSur]]></journal-title>
<abbrev-journal-title><![CDATA[Medisur]]></abbrev-journal-title>
<issn>1727-897X</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Ciencias Médicas de Cienfuegos, Centro Provincial de Ciencias Médicas, Provincia de Cienfuegos.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1727-897X2021000200236</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Factores asociados a la calidad del servicio en hospitales públicos peruanos]]></article-title>
<article-title xml:lang="en"><![CDATA[Factors associated with the quality of service in Peruvian public hospitals]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Benites Bernabé]]></surname>
<given-names><![CDATA[Álvaro Danny]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Castillo Saavedra]]></surname>
<given-names><![CDATA[Ericson Felix]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rosales Marquez]]></surname>
<given-names><![CDATA[Cinthia]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Salas Sánchez]]></surname>
<given-names><![CDATA[Rosa María]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Reyes Alfaro]]></surname>
<given-names><![CDATA[Cecilia Elizabeth]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Cesar Vallejo  ]]></institution>
<addr-line><![CDATA[Chimbote ]]></addr-line>
<country>Perú</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Nacional de Trujillo  ]]></institution>
<addr-line><![CDATA[Trujillo ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>04</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>04</month>
<year>2021</year>
</pub-date>
<volume>19</volume>
<numero>2</numero>
<fpage>236</fpage>
<lpage>244</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1727-897X2021000200236&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1727-897X2021000200236&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1727-897X2021000200236&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN  Fundamento  Es muy importante que los equipos de salud se encuentren preparados para brindar atención acorde a las necesidades requeridas, y con ello, satisfacer las expectativas de los usuarios. En esto se sustenta el interés que revisten los estudios de calidad de atención a usuarios en el contexto salud.  Objetivo  determinar los factores asociados a la calidad del servicio en hospitales públicos peruanos.  Métodos  estudio descriptivo, que incluyó a 210 pacientes atendidos en dos hospitales de la provincia del Santa, Perú. Se empleó un instrumento de 22 ítems basado en el modelo SERVQUAL. El análisis inferencial se realizó en función de la normalidad de los datos, para establecer diferencia significativa entre las dimensiones de la calidad del servicio para los hospitales en estudio. Asimismo, para evaluar la asociación entre los factores y la calidad del servicio, se utilizó la prueba de correlación bivariada de Pearson.  Resultados  el nivel de calidad fue alto (62 %) y medio (78 %) para los hospitales La Caleta y Eleazar Guzmán Barrón, respectivamente. Existió diferencia en la calidad del servicio, representado por las dimensiones fiabilidad, capacidad de respuesta, seguridad, empatía y elementos tangibles. En el análisis de correlación, solo en el Hospital Eleazar Guzmán Barrón se encontró asociación significativa y positiva entre el tipo de usuario y la calidad de servicio.  Conclusión  la calidad del servicio proporcionada en las consultas externas se comporta de manera variable entre los hospitales públicos, siendo solamente dependiente del tipo de usuario atendido.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT  Background  It is very important that health teams are prepared to provide care according to the required needs, and with this, meet the expectations of users. This is the basis of the interest in user care quality studies in the health context.  Objective  to determine the factors associated with the quality of the service in Peruvian public hospitals.  Methods  descriptive study, which included 210 patients treated in two hospitals in the province of Santa, Peru. A 22-item instrument based on the SERVQUAL model was used. Inferential analysis was performed based on the normality of the data, to establish a significant difference between the dimensions of the quality of service for the hospitals under study. Likewise, to evaluate the association between the factors and the quality of the service, the Pearson bivariate correlation test was used.  Results  the level of quality was high (62%) and medium (78%) for the La Caleta and Eleazar Guzmán Barrón hospitals, respectively. There was a difference in the quality of the service, represented by the dimensions of reliability, responsiveness, security, empathy and tangible elements. In the correlation analysis, only in the Eleazar Guzmán Barrón Hospital was a significant and positive association found between the type of user and the quality of service.  Conclusion  the quality of the service provided in outpatient clinics behaves in a variable way among public hospitals, being only dependent on the type of user attended.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Gestión de la calidad]]></kwd>
<kwd lng="es"><![CDATA[hospitales públicos]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del paciente]]></kwd>
<kwd lng="en"><![CDATA[Quality management]]></kwd>
<kwd lng="en"><![CDATA[hospitals, public]]></kwd>
<kwd lng="en"><![CDATA[patient satisfaction]]></kwd>
</kwd-group>
</article-meta>
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