Application of the SERVQUAL Model to Measure User Satisfaction in Healthcare Administration Services
Article Sidebar
Main Article Content
Abstract
Administrative care in health services is a determining factor in user satisfaction and the perception of institutional quality. However, operational deficiencies persist that affect the user experience and generate mistrust in the processes. The central problem addressed in this study was to identify the gaps between users' expectations and perceptions regarding administrative care in a health center in Ecuador. The research was conducted using a mixed approach, integrating a review of indexed literature and the application of surveys based on the SERVQUAL model to a sample of 240 users. The main results showed high ratings in the dimensions of empathy and safety, while responsiveness received medium-low ratings, highlighting delays in care. Discussion of these findings confirms that the relational component partially compensates for infrastructure deficiencies but does not resolve operational limitations. It is concluded that it is necessary to implement strategies for process optimization, staff training, and infrastructure improvement to consolidate an efficient and person-centered administrative service.
Downloads
Article Details
Section
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
References
Almeida, T., Tavares, A. I., & Carvalho, M. (2022). Quality assessment in health services using SERVQUAL: An integrative review. International Journal of Environmental Research and Public Health, 19(3), 1120. https://doi.org/10.3390/ijerph19031120 DOI: https://doi.org/10.3390/ijerph19031120
Caicedo-Basurto, R. L., Casanova-Villalba, C. I., Concha-Ramírez, J. A., & Rios-Gaibor, C. G. (2025). Gestión del talento humano en contextos de trabajo remoto y flexible. Space Scientific Journal of Multidisciplinary, 3(2), 28-40. https://doi.org/10.63618/omd/ssjm/v3/n2/48 DOI: https://doi.org/10.63618/omd/ssjm/v3/n2/48
Carvajal, C., Sánchez, J., & Jiménez, M. (2020). Perceptions of service quality in healthcare: A study in Latin America. BMC Health Services Research, 20(1), 1096. https://doi.org/10.1186/s12913-020-05981-1 DOI: https://doi.org/10.1186/s12913-020-05981-1
Casanova Villalba, C. I., Herrera Sánchez, M. J., Navarrete Zambrano, C. M., & Ruiz López, S. E. (2021). Modelo de calidad para el mejoramiento de la eficiencia en las instituciones públicas del Ecuador. Ciencia Digital, 5(1), 15-29. https://doi.org/10.33262/cienciadigital.v5i1.1516 DOI: https://doi.org/10.33262/cienciadigital.v5i1.1516
Casanova-Villalba, C. I., Herrera-Sánchez, M. J., & Proaño-González, E. A. (2023). Impacto de la analítica predictiva en la toma de decisiones gerenciales. Revista Científica Ciencia Y Método, 1(3), 16-30. https://doi.org/10.55813/gaea/rcym/v1/n3/17 DOI: https://doi.org/10.55813/gaea/rcym/v1/n3/17
Casanova-Villalba, C. I., Herrera-Sánchez, M. J., Rivadeneira-Moreira, J. C., Ramos-Secaira, F. M., & Bueno-Moyano, F. R. (2022). Modelo Kaizen en el sector público. Editorial Grupo AEA. https://doi.org/10.55813/egaea.l.2022.8 DOI: https://doi.org/10.55813/egaea.l.2022.8
Concha-Ramirez, J. A., & Navarrete-Ortiz, J. del C. (2023). Ética empresarial y responsabilidad social en la inteligencia artificial. Revista Científica Ciencia Y Método, 1(3), 31-44. https://doi.org/10.55813/gaea/rcym/v1/n3/18 DOI: https://doi.org/10.55813/gaea/rcym/v1/n3/18
Galarza-Sánchez, P. C., Boné-Andrade, M. F., & Pinargote-Bravo, V. J. (2023). Aplicaciones de inteligencia artificial generativa en la transformación digital empresarial. Revista Científica Ciencia Y Método, 1(1), 28-41. https://doi.org/10.55813/gaea/rcym/v1/n1/8 DOI: https://doi.org/10.55813/gaea/rcym/v1/n1/8
García-Pérez, R., Esandi, N., & Saracíbar-Razquin, M. (2021). Patient experience in hospital admission processes: A qualitative study. Journal of Nursing Management, 29(4), 837–846. https://doi.org/10.1111/jonm.13206 DOI: https://doi.org/10.1111/jonm.13206
Ministerio de Salud Pública del Ecuador. (2023). Informe de evaluación de calidad de servicios administrativos. Quito: MSP.
Miño, M., Buitrón, S., & Rodríguez, A. (2021). Sistemas de gestión de calidad en salud: caso Quito, Ecuador. Polo del Conocimiento, 6(4), 120–134. https://doi.org/10.23857/pc.v6i4.3013
Naranjo-Cantabrana, I., Sánchez-Hernández, M., & Pastor-Sanz, I. (2022). Applying SERVQUAL in primary healthcare: A systematic review. Healthcare, 10(3), 508. https://doi.org/10.3390/healthcare10030508 DOI: https://doi.org/10.3390/healthcare10030508
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405 DOI: https://doi.org/10.1177/002224378001700405
Ong, L. M., Kozlowska, O., & Hunter, L. (2018). Patient experience of administrative processes in healthcare. BMJ Open, 8(1), e019862. https://doi.org/10.1136/bmjopen-2017-019862 DOI: https://doi.org/10.1136/bmjopen-2017-019862
Organización Mundial de la Salud (OMS). (2022). Atención centrada en las personas: estrategias para la transformación de los sistemas de salud. Ginebra: OMS.
Pérez-Rico, M., Díaz-Castro, L., & Fernández-López, J. A. (2019). Factors influencing patient satisfaction in hospital administrative services. Healthcare, 7(1), 27. https://doi.org/10.3390/healthcare7010027 DOI: https://doi.org/10.3390/healthcare7010027
Puyol-Cortez, J. L. (2021). La satisfacción laboral como factor clave para la productividad en las PYMES de Santo Domingo de los Tsáchilas. Journal of Economic and Social Science Research, 1(2), 50–64. https://doi.org/10.55813/gaea/jessr/v1/n2/31 DOI: https://doi.org/10.55813/gaea/jessr/v1/n2/31
Rezaei, S., Ghanbari, S., & Matin, B. K. (2020). Measurement of service quality gaps in outpatient services of public hospitals. BMC Health Services Research, 20(1), 858. https://doi.org/10.1186/s12913-020-05681-w DOI: https://doi.org/10.1186/s12913-020-05681-w
Vallejo-Rosero, C. A., López-Contreras, J. del R., Tabarquino-Muñoz, R. A., & Gaviria-Moreno, G. E. (2024). Estrategias de inclusión en la economía del conocimiento para mejorar la calidad de vida de poblaciones vulnerables. Journal of Economic and Social Science Research, 4(3), 13–31. https://doi.org/10.55813/gaea/jessr/v4/n3/118 DOI: https://doi.org/10.55813/gaea/jessr/v4/n3/118
Veloso-Besio, C., Canales-González, C., & Gálvez-Hernández, P. (2021). Satisfaction and perceived quality in public health services: Evidence from Chile. International Journal of Health Planning and Management, 36(6), 1810–1823. https://doi.org/10.1002/hpm.3230