Users' Perception of Service Quality in Social Health Programs

The purpose of this article is to find out what perception social health program users have regarding the quality of service offered at the Integral Diagnostic Centers (CDI) administered by the Ministry of Popular Power for Health of the National Executive and the Network of Outpatient Clinic Centers belonging to the Program New Models for Health Management of the Governor's Office, State of Zulia. The units observed were CDIs and Outpatient Clinics located in the cities of Maracaibo and San Francisco. Research was of the descriptive type with a non-experimental, trans-sectional, field design. A questionnaire instrument was developed and appropriate sampling techniques were applied. Results made it possible to find out which service characteristics are contributing to user satisfaction with the service. In general terms, conclusions were that the service users receive in the assistance centers is good, supported by the positive perception they manifest regarding the same.