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
Contexto: La gestión descentralizada de políticas públicas en salud influye directamente en la satisfacción de los usuarios, siendo clave la percepción sobre la calidad de servicio. Objetivo: Determinar el impacto de la Gestión de Políticas Públicas sobre la Satisfacción del Usuario en el Hospital Higos Urco de EsSalud, Región Amazonas, considerando la mediación de la Calidad de Servicio Percibida. Metodología: Se aplicó un diseño cuantitativo, transversal y explicativo. La muestra incluyó 398 usuarios, evaluados mediante instrumentos validados. El análisis se realizó con Modelos de Ecuaciones Estructurales por Mínimos Cuadrados Parciales (PLS-SEM). Resultados: La Gestión de Políticas Públicas influyó significativamente en la Calidad de Servicio (β = 0,615; p < 0,001), que a su vez impactó 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 y satisfacción (β indirecto = 0,333; IC 95 %). El modelo explicó el 58,9 % de la varianza en satisfacción del usuario. Conclusiones: En contextos de recursos limitados, la percepción de eficiencia en la gestión de políticas públicas constituye un prerrequisito para la satisfacción ciudadana. La mejora en la calidad de servicio percibida amplifica el efecto de la gestión sobre la satisfacción, destacando la necesidad de estrategias integradas que optimicen tanto la gestión administrativa como la atención directa al usuario.
Background: The decentralized management of public health policies directly influences user satisfaction, with the perception of service quality serving as a pivotal factor in this relationship. Objective: This study aims to determine the impact of Public Policy Management on User Satisfaction at the Higos Urco Hospital (EsSalud, Amazonas Region), while examining the mediating role of Perceived Service Quality. Methodology: A quantitative, cross-sectional, and explanatory research design was employed. The sample consisted of 398 users, who were assessed using validated instruments. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results: Public Policy Management exerted a significant influence on Service Quality (β = 0.615; p < 0.001), which in turn significantly impacted User Satisfaction (β = 0.542; p < 0.001). A partial mediating effect of Service Quality on the relationship between management and satisfaction was confirmed (indirect β = 0.333; 95% CI). The model accounted for 58.9% of the variance in user satisfaction. Conclusions: In resource-constrained contexts, the perceived efficiency of public policy management constitutes a fundamental prerequisite for citizen satisfaction. The improvement in perceived service quality amplifies the impact of management on satisfaction, underscoring the need for integrated strategies that optimize both administrative management and direct frontline user care.
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