ESTUDIO DE LA PERCEPCIÓN DE LA CALIDAD EN LAS USUARIAS GESTACIONALES DEL SERVICIO DE HOSPITALIZACIÓN DEL CENTRO MATERNO INFANTIL JULIA ESTHER GONZÁLEZ DELGADO DE LA CIUDAD DE LOJA, AÑO 2018

The purpose of this study is to assess the perception of quality in gestational users of the hospitalization service of the Julia Esther González Delgado Maternal and Child Center of the city of Loja with a cut to the year 2018. The methodological strategy of this research consisted in the application of Servperf model (Service Performance), one of the most important in this type of studies measuring the perception of customers regarding the quality of the service based on five dimensions: tangible elements, responsiveness, security, reliability and empathy; These criteria together define the quality of the service received. A standardized survey of 22 statements was applied to 141 users of the service, the results found indicate in general terms that the assessment of the users regarding the quality of the hospitalization service is moderately favorable and positive. Additionally, it was found that the rating assigned to tangible elements is similar in objectives one and two, since both found that the perception of service quality is high. Finally, it was found that cost is the main factor by which users go to the medical center and also suggest changes in the physical facilities of the institution to provide a better service

• Autor principal: VIRE GONZÁLEZ, KARLA LISSETH (author)
• Formato: bachelorThesis
• Lenguaje: spa
• Publicado: 2019
• Materias: ADMINISTRACIÓN PÚBLICA; USUARIAS GESTACIONALES; HOSPITALIZACIÓN CENTRO MATERNO
• Acceso en línea: http://dspace.unl.edu.ec/jspui/handle/123456789/22478