Gestión de Políticas Públicas y Satisfacción del Usuario en un Hospital de EsSalud – Región Amazonas
Management of Public Policies and User Satisfaction in an EsSalud Hospital – Amazonas RegionContenido principal del artículo
La gestión de políticas públicas descentralizada en salud determina la satisfacción del usuario. El estudio se propuso determinar el impacto estructural de la Gestión de Políticas Públicas sobre la Satisfacción del Usuario en el Hospital Higos Urco de EsSalud en la Región Amazonas, analizando el rol mediador de la Calidad de Servicio Percibida. Mediante un diseño cuantitativo transversal explicativo, se aplicaron instrumentos validados a 398 usuarios, utilizando Modelos de Ecuaciones Estructurales por Mínimos Cuadrados Parciales. Los resultados evidenciaron que la Gestión de Políticas Públicas influye significativamente en la Calidad de Servicio (β=0.615, p<0.001), la cual a su vez impacta en la Satisfacción del Usuario (β=0.542, p<0.001). Se confirmó un efecto mediador parcial de la Calidad de Servicio en la relación entre Gestión de Políticas y Satisfacción (β indirecto=0.333, IC 95%). El modelo explicó el 58.9% de la varianza en satisfacción del usuario. Los hallazgos sugieren que, en contextos de recursos limitados, la percepción de eficiencia gestora constituye un prerrequisito para la satisfacción ciudadana.
The management of decentralized public policies in health determines user satisfaction. The study set out to determine the structural impact of Public Policy Management on User Satisfaction at the Hospital Higos Urco de EsSalud in the Amazon Region, analyzing the mediating role of Perceived Quality of Service. Through an explanatory transversal quantitative design, validated instruments will be applied to 398 users, using Structural Ecuation Models by Minimum Partial Squares. The results showed that Public Policy Management significantly influences Service Quality (β=0.615, p<0.001), which in turn impacts User Satisfaction (β=0.542, p<0.001). A partial mediating effect of Quality of Service was confirmed in the relationship between Policy Management and Satisfaction (indirect β=0.333, CI 95%). The model explained 58.9% of the variation in user satisfaction. The hallmarks suggest that, in contexts of limited resources, the perception of managerial efficiency constitutes a prerequisite for citizen satisfaction.
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