Multidimensional approach to service quality and user satisfaction in the context of health care

The paper analyzes service quality and user satisfaction in the health sector, highlighting its importance both nationally and internationally. At the national level, a deficit in the management of health centers is identified, which has generated problems such as long waiting times and complaints about staff treatment. At the international level, there is variability in the levels of user satisfaction in different countries, with differences in infrastructure and staff empathy affecting satisfaction in different ways. The quality of service, which includes tangible aspects such as infrastructure and equipment, as well as intangible dimensions such as empathy and responsiveness of health personnel, is shown to be a fundamental factor in guaranteeing user satisfaction. The importance of implementing continuous improvement strategies in health services to maintain high levels of user satisfaction is highlighted. In ABSTRACT, it is concluded that service quality and user satisfaction are interconnected and should be considered in the management and improvement of health facilities both nationally and internationally.