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Abstract
The study of the quality of service in the internal medicine department of the IESS Hospital in Riobamba addresses a crucial problem: the increase in patient dissatisfaction due to delays in care, lack of communication, and restrictions in hospital infrastructure. The purpose of this research was to determine how the quality of service affects the care and satisfaction of internal medicine patients at the IEES hospital. A quantitative method based on the ServQual model was used, which made it possible to evaluate the expectations and perceptions of patients regarding aspects such as safety, contact capacity, and empathy. The study group was chosen through non-probabilistic convenience sampling, who completed structured surveys about their experience in the internal medicine service. The findings showed that safety is the most determining element in patient satisfaction, with an explained variance of 43.54% followed by tangibility and empathy. Additionally, a high positive correlation (p=0.827) was detected between service quality and patient satisfaction, confirming that progress in these elements enhances the positive perception of the care received. This research underlines the importance of improving the essential elements of service quality to enhance the patient experience and strengthen the connection between the hospital and the community. These measures can promote a more fair and effective care system.
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