Evaluación de la calidad de los servicios médicos en el área de consulta externa, en base a la metodología de SERVQUAL, caso clínica Club de Leones Quito Central, período 2012- 2014.

Abstract

At the present time the institutions dedicated to produce products or services, they should certify the quality of the same to be competitive and to remain in the market, reason for which the institutions have been focused to the search of instruments that allows them to measure and to assure this quality. For the previously exposed the present study is guided to evaluate the quality of the medical services of the area of external consultation based on the methodology of SERVQUAL.

The present work involves a diagnosis of the sector of the Ecuadorian health; a structural analysis of the evaluated institution; a study of the different theoretical focuses related with the quality of the services of health; the calculation of indicators of the quality of the medical services in the period 2012 - 2014 of the studied institution; the application of the methodology SERVQUAL, by means of the questionnaire that includes 22 articles distributed in five dimensions and the evaluation of perceptions (received service) and expectations (prospective service) of the clients, in order to identify the factors that should be improved, to reduce or to eliminate the existent breach among these two aspects.