Análisis de satisfacción del servicio que presta el Instituto Ecuatoriano de Seguridad Social en el área de prestaciones de seguro de pensiones por vejez a los jubilados aplicando el modelo Servperf caso de estudio Cuenca periodo 2018

Abstract

Providing quality service is fundamental for the Organization´s operation, becoming a competitive advantage and therefore an object of study. That is why the objective of this article is to analyze the quality of the service provided by one of the largest and most important public institutions in Ecuador, such as the Ecuadorian Social Security Institute for retired seniors. For this purpose, an analysis of the perceptions of the users was carried out through the application of a survey based on the SERVPERF model proposed by Cronnin and Taylor in 1992, which consists of 5 dimensions distributed in 22 items as well as the SERVQUAL model. In addition, the interview was used as a complementary tool to obtain a wider perception of the service. Once the method was applied, it was evident that none of the dimensions exceeds 60% of satisfaction level and that there were flaws in the service provided by the Ecuadorian Social Security Institute to retirees in the area of senior pensions.