ABSTRACT

This research allowed to obtain information from the users of the Pharmacy Service of the
Regional Institute of Neoplastic Diseases "Dr. Luis Pinillos Ganoza" -North IREN . 425 users
of the Pharmacy Service were interviewed, whose ages range between 18 and 70 years, the
survey (ANNEX N ° 2) previously validated was applied, the factors associated with the
degree of satisfaction were evaluated using the Likert scale.

The socio-demographic characteristics of the users of the Pharmacy Service were identified
and it was determined that, 84% of the users served were SIS, 67.5% were family members,
74.6% were women, 54.6% of users belonged to the age group 36 -49 years old, 53.4% were
from Trujillo, and 41.2% of users presented secondary level of education.

The factors associated with the level of satisfaction according to the Likert scale were
quantified and related to the three quality dimensions: Structure, Process and Result based
on overall satisfaction, obtaining as a result for the dimension structure, process and result a
complete satisfaction with 4 points for each one (according to Likert scale), and reaching a
complete overall satisfaction level of 4 points (according to the Likert scale). According to
the statistical analysis, the socio-demographic characteristic that most influenced satisfaction
was age (p = 0.026) for the structure dimension.

Keywords: Satisfaction, pharmacy service