Objective: Evaluate user satisfaction before and after taking the Pap. Methodology: Observational\nand prospective study. It was carried out in two health centers in San Luis Potosicity, Mexico in 93\nusers which attended for a Pap test from February to June 2015. The satisfaction was assessed using\nmultidimensional scaling SERVQUAL whit 5 dimensions to evaluate the quality of services in\nan organization: reliability, responsibility, security, empathy and touchable and materials goods\n(tangible elements). This scaling was obtained internal consistency by Cronbach�s alpha coefficient\nwith a value of 0.74. For data analysis, nonparametric test Wilcoxon for related samples was\nused. Results: In all cases, perspective was less than expectancy where the means of the scores\nbefore attention (expectation) and after care (perspective) there was a statistically significant difference\n(p = 0.000). Before receiving care users had an expectation of 192.96 points, after care\nperspective score dropped to 184.49 points indicating that the care provided was not what they\nexpected. The difference in scores was 8.47 points (p = 0.004). Conclusions: Users of the screening\nprogram for cervical cancer were unsatisfied because the attention was not what they expected. In\nmost of the indicators studied, a high percentage of dissatisfaction was obtained.
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