Effectiveness of communications management and user satisfaction in a hospital (Efectividad de la gestión de las comunicaciones y satisfacción de los usuarios en un hospital)

Abstract

This study is relevant because it presents seven dimensions for each variable, which can be a reference input for future research, in which only some of them can be considered, since all are investigated for having a direct correlation. The dimensions correspond to the effectiveness of communication and user satisfaction in a hospital, during the year 2021. The objective was to determine the relationship between communication effectiveness and user satisfaction in a public hospital. The sample was composed of 36 employees of the referred hospital, to whom a questionnaire was applied with 25 questions related to the variable Communication Management and 16 questions related to the variable User Satisfaction, with a Likert-type scale. The scope of the research was descriptive-correlational, with a non-experimental, quantitative, cross-sectional and demonstrative census approach. The data were summarized and processed with the application of descriptive and inferential statistics, using SPSS software. There was a positive, moderate and significant relationship between the effectiveness of communication management and user satisfaction in a public hospital in Peru.