<?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>1316-4821</journal-id>
<journal-title><![CDATA[Universidad, Ciencia y Tecnología]]></journal-title>
<abbrev-journal-title><![CDATA[uct]]></abbrev-journal-title>
<issn>1316-4821</issn>
<publisher>
<publisher-name><![CDATA[AutanaBooks S.A.S. Revista de la Universidad Experimental Politécnica Antonio José de Sucre, Vice Rectorado Puerto Ordaz, Venezuela, gestionada en Ecuador por AutanaBooks]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1316-48212024000500380</article-id>
<article-id pub-id-type="doi">10.47460/uct.v28ispecial.837</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Modelo de gestión pública para la satisfacción de usuarios en centros de salud]]></article-title>
<article-title xml:lang="en"><![CDATA[Public management model for user satisfaction in health centers]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Tapia Villalva]]></surname>
<given-names><![CDATA[José Tomás]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Carbajal Llauce]]></surname>
<given-names><![CDATA[Cecilia Teresita de Jesús]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Plúas Morán]]></surname>
<given-names><![CDATA[Galo Emmanuel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Machado Rosado]]></surname>
<given-names><![CDATA[Frida Veruchka]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Salcedo Galarza]]></surname>
<given-names><![CDATA[Nataly Eleonor]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Cesar Vallejo  ]]></institution>
<addr-line><![CDATA[Piura ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Cesar Vallejo  ]]></institution>
<addr-line><![CDATA[Piura ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Guayaquil  ]]></institution>
<addr-line><![CDATA[Guayaquil ]]></addr-line>
<country>Ecuador</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad de Guayaquil  ]]></institution>
<addr-line><![CDATA[Guayaquil ]]></addr-line>
<country>Ecuador</country>
</aff>
<aff id="Af5">
<institution><![CDATA[,Universidad de La Rioja  ]]></institution>
<addr-line><![CDATA[Guayaquil ]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2024</year>
</pub-date>
<volume>28</volume>
<numero>especial</numero>
<fpage>380</fpage>
<lpage>390</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S1316-48212024000500380&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S1316-48212024000500380&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S1316-48212024000500380&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El presente trabajo se evaluó la efectividad de un modelo de gestión en instituciones de salud pública, enfocado en mejorar la satisfacción del usuario y la eficiencia operativa. Utilizando una metodología cuantitativa, se analizaron los datos de 125 evaluaciones de personal administrativo y sanitario mediante encuestas y métricas de desempeño, centradas en parámetros como calidad del servicio, accesibilidad, equidad, capacidad de respuesta, y desempeño financiero. Los resultados revelaron que los criterios evaluados obtuvieron puntuaciones medias superiores a 4 en una escala de 1 a 5, con bajas desviaciones estándar, destacando una percepción positiva y consistente del modelo de gestión. Específicamente, se observó una mejora significativa en la capacidad de respuesta a emergencias, una gestión financiera eficiente, y un impacto positivo en la salud de la población atendida, lo que demuestra la eficacia del modelo implementado y su contribución al bienestar general y la sostenibilidad del sistema de salud pública.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This study evaluated the effectiveness of a management model in public health institutions, focused on improving user satisfaction and operational efficiency. Using a quantitative methodology, data from 125 administrative and health personnel evaluations were analyzed through surveys and performance metrics, focused on service quality, accessibility, equity, responsiveness, and financial performance. The results revealed that the evaluated criteria obtained mean scores above 4 on a scale of 1 to 5, with low standard deviations, highlighting a positive and consistent perception of the management model. Specifically, a significant improvement in emergency response capacity, efficient financial management, and a positive impact on the health of the population served was observed, demonstrating the implemented model's effectiveness and contribution to the general well-being and sustainability of the public health system.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[satisfacción de usuarios]]></kwd>
<kwd lng="es"><![CDATA[sector salud]]></kwd>
<kwd lng="es"><![CDATA[calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[gestión administrativa]]></kwd>
<kwd lng="en"><![CDATA[user satisfaction]]></kwd>
<kwd lng="en"><![CDATA[health sector]]></kwd>
<kwd lng="en"><![CDATA[quality of service]]></kwd>
<kwd lng="en"><![CDATA[administrative management]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<label>1</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Alvarado]]></surname>
<given-names><![CDATA[U]]></given-names>
</name>
<name>
<surname><![CDATA[Paca]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad de servicio desde la percepción del usuario en una Institución Prestadora de Salud, Lima - 2021]]></article-title>
<source><![CDATA[Ciencia LAtina Revista Multidisciplinar]]></source>
<year>2022</year>
<volume>6</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>4100-41</page-range></nlm-citation>
</ref>
<ref id="B2">
<label>2</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[León]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Abrego]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Factores que influyen en la satisfacción de usuarios de los servicios de salud]]></article-title>
<source><![CDATA[Revista SALUTA]]></source>
<year>2020</year>
<volume>2</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>71-89</page-range></nlm-citation>
</ref>
<ref id="B3">
<label>3</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ruíz]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
<name>
<surname><![CDATA[Juárez]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
<name>
<surname><![CDATA[Marín]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción y lealtad de los usuarios de servicios de salud públicos y privados durante la covid-19]]></article-title>
<source><![CDATA[Contaduría y Administración]]></source>
<year>2024</year>
<volume>69</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>106-19</page-range></nlm-citation>
</ref>
<ref id="B4">
<label>4</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pérez]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
<name>
<surname><![CDATA[Macía]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[González]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción de los usuarios en el sistema de salud español: análisis de tendencias]]></article-title>
<source><![CDATA[Revista de Saudé Pública]]></source>
<year>2019</year>
<page-range>53-87</page-range></nlm-citation>
</ref>
<ref id="B5">
<label>5</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pagán]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Ruiz]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Esteban]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
<name>
<surname><![CDATA[Zaragoza]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
<name>
<surname><![CDATA[Maldonado]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Variables related to reduced satisfaction among users of emergency units]]></article-title>
<source><![CDATA[Anuario de Psicología]]></source>
<year>2021</year>
<volume>51</volume>
<page-range>138-46</page-range></nlm-citation>
</ref>
<ref id="B6">
<label>6</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Soledispa-Rodríguez]]></surname>
<given-names><![CDATA[X. E]]></given-names>
</name>
<name>
<surname><![CDATA[Zea-Barahona]]></surname>
<given-names><![CDATA[C. A]]></given-names>
</name>
<name>
<surname><![CDATA[Santistevan-Villacreses]]></surname>
<given-names><![CDATA[K. L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La nueva gestión pública: retos y oportunidades]]></article-title>
<source><![CDATA[Polo del Conocimiento]]></source>
<year>2020</year>
<volume>5</volume>
<numero>09</numero>
<issue>09</issue>
<page-range>371-81</page-range></nlm-citation>
</ref>
<ref id="B7">
<label>7</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Skar]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Clausen]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
<name>
<surname><![CDATA[&#352;altyt&#279;]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[Rudd]]></surname>
<given-names><![CDATA[T]]></given-names>
</name>
<name>
<surname><![CDATA[Slade]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Heiervang]]></surname>
<given-names><![CDATA[K]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Relationship between satisfaction with mental health services, personal recovery and quality of life among service users with psychosis: a cross- sectional study]]></article-title>
<source><![CDATA[BMC Health Services Research]]></source>
<year>2021</year>
<volume>21</volume>
<page-range>1-8</page-range></nlm-citation>
</ref>
<ref id="B8">
<label>8</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Farhadpoor]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Bajoli]]></surname>
<given-names><![CDATA[K]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Effect of the Information System Information on Satisfaction of Users by Mediating Role of the Perceived Value of Information]]></article-title>
<source><![CDATA[Revista Interamericana de Bibliotecología]]></source>
<year>2023</year>
<volume>46</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>346-54</page-range></nlm-citation>
</ref>
<ref id="B9">
<label>9</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morales]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[García]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad percibida en el servicio del sistema público de salud de Bogotá]]></article-title>
<source><![CDATA[Revista de Salud Pública]]></source>
<year>2019</year>
<volume>21</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>128134</page-range></nlm-citation>
</ref>
<ref id="B10">
<label>10</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moscoso]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Villareal]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
<name>
<surname><![CDATA[Castillo]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Bellido]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Mezones]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Validez y confiabilidad de la escala de satisfacción de los usuarios de consulta médica ambulatoria en Perú]]></article-title>
<source><![CDATA[Revista Peruana de Medicina Experimental y Salud Pública]]></source>
<year>2019</year>
<volume>36</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>167-77</page-range></nlm-citation>
</ref>
<ref id="B11">
<label>11</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hood]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Public Management for All Seasons]]></article-title>
<source><![CDATA[Public Administration]]></source>
<year>1991</year>
<volume>69</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>3-19</page-range></nlm-citation>
</ref>
<ref id="B12">
<label>12</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Thompson]]></surname>
<given-names><![CDATA[F. J]]></given-names>
</name>
<name>
<surname><![CDATA[Riccucci]]></surname>
<given-names><![CDATA[N. M]]></given-names>
</name>
</person-group>
<source><![CDATA[Reinventing Government. How the entrepreneurial spirit is transforming the public sector]]></source>
<year>1992</year>
<publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Addison-Wesley]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B13">
<label>13</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aranzazu]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
<name>
<surname><![CDATA[Rodriguez]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Validez y confiabilidad de un cuestionario sobre satisfacción en usuarios de prótesis dentales totales]]></article-title>
<source><![CDATA[Revista Ciencias de la Salud]]></source>
<year>2022</year>
<volume>20</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>1-15</page-range></nlm-citation>
</ref>
<ref id="B14">
<label>14</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Galván]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
<name>
<surname><![CDATA[Mañez]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis del nivel de satisfacción de la atención de pacientes en el área de hospitalización clínica de un hospital oncológico de Guayaquil]]></article-title>
<source><![CDATA[Revista Oncología]]></source>
<year>2023</year>
<volume>33</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>81-90</page-range></nlm-citation>
</ref>
<ref id="B15">
<label>15</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Akande]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Abodunrin]]></surname>
<given-names><![CDATA[O]]></given-names>
</name>
<name>
<surname><![CDATA[Olarewaju]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
<name>
<surname><![CDATA[Adeomi]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Akande]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[Faramade]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Health insurance in private and public health facilities in Southwestern Nigeria: what determines clients´ satisfaction with quality of service?]]></article-title>
<source><![CDATA[Pan African Medical Journal]]></source>
<year>2022</year>
<volume>41</volume>
<numero>268</numero>
<issue>268</issue>
<page-range>-17</page-range></nlm-citation>
</ref>
<ref id="B16">
<label>16</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Salazar]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Modelo de gestión de la calidad para el sector de la salud]]></article-title>
<source><![CDATA[Espíritu Emprendedor TES]]></source>
<year>2023</year>
<volume>7</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>51-67</page-range></nlm-citation>
</ref>
<ref id="B17">
<label>17</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Altuzarra Toscano]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La atención al cliente]]></article-title>
<source><![CDATA[Revista Investigación y educación]]></source>
<year>2005</year>
<volume>3</volume>
<numero>20</numero>
<issue>20</issue>
<page-range>1-17</page-range></nlm-citation>
</ref>
<ref id="B18">
<label>18</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A. P]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality]]></article-title>
<source><![CDATA[Journal of retailing]]></source>
<year>1988</year>
<volume>64</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>12-40</page-range></nlm-citation>
</ref>
<ref id="B19">
<label>19</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Febres]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Mercado]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción del usuario y calidad de atención del servicio de medicina interna del hospital Daniel Alcides Carrión, Huancayo-Perú]]></article-title>
<source><![CDATA[Revista de la Facultad de Medicina Humana de la Universidad Ricardo Palma]]></source>
<year>2020</year>
<volume>20</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>397-403</page-range></nlm-citation>
</ref>
<ref id="B20">
<label>20</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Guo]]></surname>
<given-names><![CDATA[Y]]></given-names>
</name>
<name>
<surname><![CDATA[Zu]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Chen]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Research on Influencing Factors of Satisfaction with the Use of Public Health Internet Platform: Evidence from Ding Xiang Doctor (DXY) Internet Medical Platform]]></article-title>
<source><![CDATA[International Journal of Environmental Research and Public Health]]></source>
<year>2023</year>
<volume>20</volume>
<numero>2276</numero>
<issue>2276</issue>
<page-range>1-22</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
