Evaluación de los factores que determinan la calidad e atención a los usuarios del dispensario médico de un Centro de Educación Superior basado en el modelo SERVPERF.

Abstract

The Center for Higher Education has grown very quickly in the number of students, profesors and administrative staff; however, there is infrastructure that has not been adequately strengthened to serve the entire population of the Education Center. The study was carried out in a Higher Education Center of the Samborondón canton in the province of Guayas and the objective was to analyze the factors that determine the quality of the service offered by the medical center of the Higher Education Center by applying the SERVPERF model and propose an improvement plan. The research approach was quantitative, descriptive, crosssectional and non-experimental design. The sample was 361 people, which was made up of teaching staff, administrative staff and students. The survey based on the SERVPERF model was applied to these people to measure the satisfaction of both the internal customer and the external customer. The validity and reliability tests, as well as the statistical analysis were performed with the help of the statistical software SPSS version 22. The results show that the key factors in customer satisfaction is the infrastructure available to the medical center, the medical equipment and supplies of the client and the personalization in the care of both medical and nursing staff.