Trabajo de grado - Pregrado
Análisis del nivel de calidad del servicio del Hospital San Bernabé E.S.E. mediante la aplicación del modelo SERVQHOS
Fecha
2019-12-05Autor
Morales González, María Camila
Institución
Resumen
The purpose of this degree work is to analyze the level of service quality of the external consultation area of the San Bernabé ESE Hospital located in the municipality of Bugalagrande, in order to establish improvement strategies for the service provided through the application of the SERVQHOS model. This work consists of three stages, the first is the diagnosis where a reliability analysis was carried out through the Cronbach Alfa to the pilot test, the data were taken through the surveys suggested and adapted by SERVQHOS and finally a Sociodemographic study and an analysis of the expectations and perceptions of the patients.The second stage consisted of an analysis of the gaps by weighted dimensions to obtain the general quality index and an analysis of main components. Finally, in the last stage, improvement strategies were proposed to respond to the gaps found.
It was found that the patients of the San Bernabe E.S.E Hospital are dissatisfied with the dimensions of tangibility, reliability and sensitivity; and in general a general quality index of -0.377 was found, indicating dissatisfaction with the service provided. As proposals for improvement, three global strategies were referred to the issues of modernization of physical facilities for external consultation, training and awareness of personnel related to the process and study of waiting times