Análisis de calidad del servicio mediante el modelo SERVPERF, en el centro de biológicos de un hospital público de especialidades de la ciudad de Cuenca

Abstract

This research arises from the importance of the quality of health services in several developed countries, evidencing this way the need to evaluate the satisfaction of users and incorporate their opinions for quality improvement process in a Biological Center of the Specialized Public Hospital located in Cuenca. The purpose of this research is to determine the level of satisfaction with the service received at the Biological Center of an specialized public hospital in Cuenca, using for this the SERVPERF model. The study population was made up of patients who were treated at the Biology Center during the first quarter of 2022 and the sample consisted of 290 patients. For this study, the SERVPERF model was used, which consists of 5 dimensions and 14 variables. The methodology included cross-sectional descriptive analysis. The main results obtained show that the average level of satisfaction with the service received was 4.98 (99.6%). The satisfaction levels by dimensions evaluated were: Tangible Elements Dimension (4.96), Reliability Dimension (4.99), Responsiveness Dimension (4.97), Security Dimension (4.99) and Empathy Dimension (4.99). An important implication is that research should be conducted to allow comparison of results at different points in time, since the lack of investigations that include Ecuador.