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Evaluación de la calidad percibida del servicio en los centros asistenciales de la ciudad de Quibdó

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dc.contributor.authorDuque Oliva, Edison Jair
dc.contributor.authorPalacios Palacios, Deison
dc.contributor.authorCórdoba Rodríguez, Janny Edinson
dc.date.accessioned2024-04-30T00:00:00Z
dc.date.accessioned2026-02-18T14:44:14Z
dc.date.available2024-04-30T00:00:00Z
dc.date.issued2024-04-30
dc.description.abstractEl objetivo de esta investigación es evaluar la calidad percibida del servicio en los centros asistenciales de Quibdó, Colombia, a través de la escala Servperf. La metodología empleó un enfoque empírico-analítico, adaptando la escala Servperf al contexto de salud local. Secundado con un cuestionario para 384 pacientes de diversos centros asistenciales de Quibdó. Los principales resultados mostraron una alta fiabilidad interna del modelo, con valores de Alfa de Cronbach superiores a un 0,8 para todas las dimensiones, destacando la seguridad (0,922) como la dimensión más valorada por los usuarios. El servidente convergente y discriminante del modelo también fue confirmado. Como principal conclusión, se ha confirmado que todas las dimensiones de la escala Servperf (tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía) son relevantes para evaluar la calidad del servicio en los centros asistenciales de Quibdó. Estos hallazgos proporcionan una herramienta confiable para evaluar la calidad de los servicios de salud y saber qué estrategias de mejora continua deben implementar los centros de salud para satisfacer las necesidades y expectativas de los usuarios.spa
dc.description.abstractThe objective of this research is to evaluate the perceived quality of service in health centers in Quibdó, Colombia, through the Servperf scale. The methodology used an empirical-analytical approach, adapting the Servperf scale to the local health context. Supported by a questionnaire for 384 patients from various health centers in Quibdó. The main results showed a high internal reliability of the model, with Cronbach's Alpha values ​​higher than 0.8 for all dimensions, highlighting security (0.922) as the dimension most valued by users. The convergent and discriminant Servperf of the model was also confirmed. As a main conclusion, it has been confirmed that all dimensions of the Servperf scale (tangibility, reliability, responsiveness, security and empathy) are relevant to evaluate the quality of service in health centers in Quibdó. These findings provide a reliable tool to evaluate the quality of health services and to know what continuous improvement strategies should be implemented by health centers to meet the needs and expectations of users.eng
dc.format.mimetypeapplication/pdf
dc.identifier.doi10.21158/01208160.n94.2023.3752
dc.identifier.eissn2590-521X
dc.identifier.issn0120-8160
dc.identifier.urihttps://hdl.handle.net/10882/18656
dc.identifier.urlhttps://doi.org/10.21158/01208160.n94.2023.3752
dc.publisherUniversidad Ean
dc.relation.bitstreamhttps://journal.universidadean.edu.co/index.php/Revista/article/download/3752/2428
dc.relation.citationissue94
dc.relation.ispartofjournalRevista Ean
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dc.rightsEdison Jair Duque Oliva, Deison Palacios Palacios, Janny Edinson Córdoba Rodríguez - 2024
dc.rights.accessrightsinfo:eu-repo/semantics/openAccess
dc.rights.coarhttp://purl.org/coar/access_right/c_abf2
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0
dc.sourcehttps://journal.universidadean.edu.co/index.php/Revista/article/view/3752
dc.subjectAdministración de servicios de saludspa
dc.subjectAsistencia médicaspa
dc.subjectCentros médicosspa
dc.subjectEnfermería de salud comunitariaspa
dc.subjectMedicina socialspa
dc.titleEvaluación de la calidad percibida del servicio en los centros asistenciales de la ciudad de Quibdóspa
dc.title.translatedEvaluation of the perceived quality of service in health centres in the city of Quibdóeng
dc.type.coarhttp://purl.org/coar/resource_type/c_6501
dc.type.coarversionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
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