From the expectations to the perception of quality of health services in Guayas, Ecuador

Abstract

Expectations are compared with perceptions of the quality of health service to determine what are the dimensions that define the quality of service of public services of primary health in Guayas, Ecuador. A quantitative, non-experimental and transactional study was carried out with a descriptive scope of a sample of users attending the primary health care services. The sampling was probabilistic, and a questionnaire was applied to collect data from a sample of 533 people. Descriptive statistics were applied, and content validity, convergent validity and reliability were verified through Cronbach's Alpha, and an exploratory factor analysis of expectations and perceptions was performed. It is concluded that the general services provided by health services are positively valued, most often in favor of women. It is also concluded that the items that define the expectations factors in general, are similar to those reagents that define the perception factors.