Análisis de la calidad en los servicios de hospitalización basado en el modelo ServQual en el hospital Homero Castanier Crespo de la ciudad de Azogues

Abstract

Hospital quality is of vital importance within health facilities, as this depends on the well-being of users. The purpose of this work is to analyze the quality of the hospitalization services provided by the hospital "Homero Castanier Crespo" in the city of Azogues, based on the SERVQUAL methodology. The methodology aims to identify the expectations and perceptions of users before and after the service provided by the medical team and staff in general, since they are directly linked to the provision of service. The hospitalization area refers to the place where patients who are recovering are located, after having undergone a medical procedure, in this department is where it can be evidenced the quality of service that the hospital provides to the user and/ or family members. In order to assess quality, surveys were carried out to patients and patients´ relatives, these surveys have been adapted to the hospital and applied in the hospitalization area, they comprise twenty-two questions including the 5 dimensions of the SERVQUAL model. This research was able to analyze what deficiencies the hospital has, and thus recommendations and improvement proposals were made based on the shortcomings that were found; additionally, its application would help to improve the service quality in the area of hospitalization.