Percepción de la calidad del servicio: una mirada desde el usuario del IESS del cantón Bolívar durante la pandemia Covid-19

The purpose of this research was to evaluate the public health service provided by the Ecuadorian Social Security Institute during the coronavirus COVID-19 pandemic from the perception of users in the Bolívar canton context, period 2020-2021 for quality care. A public service is an activity carried out by a State body to control and regulate it, satisfying the needs of a society and promoting equality among citizens. Among them, the inductive, deductive and analytical-synthetic methods were used. To achieve the objective of the investigation, work was carried out in three phases: in the first one, the benefits provided by the institution were identified. In the second phase, techniques such as the interview were used, addressed to the department heads and the director of the institution. In addition, a survey was applied to measure the quality of the service that was prepared using the Servqual method. Finally, in the third phase, the analysis of the results was carried out with the help of brainstorming and problems such as shortages in the supply of medicines, delays in medical appointments, among others, were evidenced, for which reason we proceeded to elaborate an improvement plan with the description of the problem, objectives and strategies to be put into practice by the institution.

• Main Author: Boada Cedeño, Gean Carlos (author)
• Other Authors: Cedeño Quijije, Gema Deidama (author)
• Format: bachelorThesis
• Language: spa
• Published: 2023
• Subjects: Público; Percepción; Servicio; Sociedad
• Online Access: http://repositorio.espam.edu.ec/handle/42000/2208