Diseño de propuesta para optimizar la gestión y servicios ofrecidos en el centro de adultos mayores “Hilos de Plata” en el cantón General Villamil Playas.

Abstract

The objective of this degree work is to Design a proposal to optimize the management and services offered at the ‘Hilos de Plata’ Senior Center, which is a non-profit institution in the Playas canton, where there are a number of elderly people who require the necessary attention to meet their needs in terms of optimization and quality of service. A mixed approach is used, due to the combination of qualitative and quantitative methods at the time of collecting data from users and staff working in the elderly care center. The use of the SERVQUAL method has been considered to measure the users' perception of the service they receive, thus identifying significant gaps between expectations and reality. In addition, we reviewed the work of similar institutions at the local level, which allows us to propose specific solutions to improve the center's management and user satisfaction. The methodology includes the application of surveys and interviews. The results of this work will contribute to the optimization of administrative processes and management of services, which will improve the quality of life of older adults. Additionally, it will provide a replicable model for other gerontological centers in the country, which will allow them to be sustainable in the long term.