Diagnóstico del cumplimiento del modelo Servqual en el Hospital José Carrasco Arteaga - 2016

Abstract

The purpose of this research project is to diagnose the José Carrasco Arteaga Hospital through the Servqual Model and its five dimensions (tangible elements, reliability, responsiveness, security and empathy), based on the expectations and perspectives of the users surveyed. This model will identify the areas where the hospital can improve its level of care to patients.

The perspective of the work will be both qualitative and quantitative, due to the fact that we want to know aspects that are non-measurable in nature, and in turn, we will also need quantitative parameters for research.

This survey will present 22 items divided into 5 dimensions evaluated by a Likert Scale from 1 to 7 points, where the hospital users first qualify their expectations of the service to receive and then qualify their perspectives of the service received.

The public health services in our country have become vital, for many decades and even more so in these times where the role of the Government as administrator is in doubt. The affiliates will play a fundamental role as judge and part of the services provided by this entity

Another important role of the Government is to guarantee a good service to its members, not only by enforcing minimum standards, but also to guarantee optimum international processes and quality systems for each area involved.