Exploratory Factor Analysis in the satisfaction of patients in a health center. Outpatient Case Study Roberto De Santis. Guayana city

Abstract

The work presents the study of the dimensions of the patient satisfaction variable in a health center that provides service at affordable prices to the most needy communities. Specifically, the research aims to present an application of exploratory factor analysis to determine the dimensions of user satisfaction at the Roberto De Santis Ambulatory Health Center. Factor analysis is a multivariate statistical technique whose main purpose is to define the underlying structure in a data matrix. The results of the application in this technique show that the latent dimensions found were six components, Physician care, Care of the personnel that works in the center, Material equipment and Physical structure, Heterogeneous aspects, Planning and Organization and finally Justice and respect towards the user. Finally, it was possible to reduce the original 22 satisfaction variables to only 6 factors or dimensions.
Keywords: Factor Analysis, Principal Components, User Satisfaction, Health Services