Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL
Introducción: Proporcionar servicios de salud de calidad es importante en todas las dinámicas de las instituciones prestadoras. Es una característica imprescindible para lograr el bienestar de la población de un país. La calidad de la asistencia sanitaria puede medirse determinando la brecha entre l...
- Autores:
-
Benitez Riaño, Aura Maritza
- Tipo de recurso:
- Trabajo de grado de pregrado
- Fecha de publicación:
- 2021
- Institución:
- Universidad Santo Tomás
- Repositorio:
- Repositorio Institucional USTA
- Idioma:
- spa
- OAI Identifier:
- oai:repository.usta.edu.co:11634/37398
- Acceso en línea:
- http://hdl.handle.net/11634/37398
- Palabra clave:
- Health services
patient perception
patient expectations
quality of health care
hospital quality
servqual model
Administración de servicios de salud
Administración sanitaria
Satisfacción del paciente
Servicios de Salud
Percepción del paciente
Expectativas del Paciente
Calidad de la asistencia sanitaria
Calidad Hospitalaria
Modelo SERVQUAL
- Rights
- openAccess
- License
- Atribución-NoComercial-SinDerivadas 2.5 Colombia
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| dc.title.spa.fl_str_mv |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| title |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| spellingShingle |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL Health services patient perception patient expectations quality of health care hospital quality servqual model Administración de servicios de salud Administración sanitaria Satisfacción del paciente Servicios de Salud Percepción del paciente Expectativas del Paciente Calidad de la asistencia sanitaria Calidad Hospitalaria Modelo SERVQUAL |
| title_short |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| title_full |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| title_fullStr |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| title_full_unstemmed |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| title_sort |
Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUAL |
| dc.creator.fl_str_mv |
Benitez Riaño, Aura Maritza |
| dc.contributor.advisor.none.fl_str_mv |
Mesa Melgarejo, Lorena del Pilar |
| dc.contributor.author.none.fl_str_mv |
Benitez Riaño, Aura Maritza |
| dc.contributor.corporatename.spa.fl_str_mv |
Universidad Santo Tomas |
| dc.subject.keyword.spa.fl_str_mv |
Health services patient perception patient expectations quality of health care hospital quality servqual model |
| topic |
Health services patient perception patient expectations quality of health care hospital quality servqual model Administración de servicios de salud Administración sanitaria Satisfacción del paciente Servicios de Salud Percepción del paciente Expectativas del Paciente Calidad de la asistencia sanitaria Calidad Hospitalaria Modelo SERVQUAL |
| dc.subject.lemb.spa.fl_str_mv |
Administración de servicios de salud Administración sanitaria Satisfacción del paciente |
| dc.subject.proposal.spa.fl_str_mv |
Servicios de Salud Percepción del paciente Expectativas del Paciente Calidad de la asistencia sanitaria Calidad Hospitalaria Modelo SERVQUAL |
| description |
Introducción: Proporcionar servicios de salud de calidad es importante en todas las dinámicas de las instituciones prestadoras. Es una característica imprescindible para lograr el bienestar de la población de un país. La calidad de la asistencia sanitaria puede medirse determinando la brecha entre las expectativas y la percepción del paciente, la cual se ve influenciada por diversos factores durante la prestación. El modelo SERVQUAL ha sido ampliamente utilizado como herramienta para medir la calidad de los servicios a la salud, se ha adaptado incorporando elementos propios del entorno de la prestación de servicios a la salud, evaluando principalmente las dimensiones Tangibilidad, Seguridad (Confiabilidad), Capacidad de respuesta, Responsabilidad (Garantía) y Empatía. Objetivo: El objetivo de este estudio fue conocer la percepción de la calidad de los servicios de salud a través del modelo SERVQUAL y su viabilidad en la valoración y mejora de la calidad del servicio. Metodología: Se realizó una revisión de literatura. Los datos utilizados para la revisión se recopilaron de las bases de datos Scopus y Dimension, principalmente a través de la búsqueda con las palabras claves SERVQUAL, perception of quality, healthcare quality, nursing, medical and health science y public health, igualmente se incluyeron otros documentos recopilados de otros motores de búsqueda. Los documentos fueron filtrados y tamizados teniendo como criterios de exclusión documentos duplicados, documentos que no estuvieran en el objetivo de la revisión y que no utilizaran el modelo SERQUAL en la medición de la calidad y finalmente se incluyeron 148 documentos en el análisis. Resultados: En la revisión se encontró que de manera general había una brecha entre las expectativas de los pacientes antes de recibir el servicio y la percepción después de recibido. Esta diferencia en la calidad se evidenció en todas las dimensiones evaluadas en los estudios de medición, indicando que no se están alcanzando las expectativas de los pacientes al recibir atención médica, además los estudios indicaron que hay una fuerte relación entre las intenciones futuras del paciente sobre el proveedor del servicio afines con las dimensiones de seguridad/confiabilidad, garantía y empatía. Conclusión: A partir de la revisión se pudo concluir con base en la revisión realizada que la calidad percibida por los pacientes es un constructo multidimensional que varía de acuerdo con las expectativas de cada paciente, relacionándose con factores como la edad, educación, nivel socioeconómico, estilo de vida y experiencias previas. Asimismo, con el fin de mejorar la calidad de los servicios de salud y sus evaluaciones se recomienda incorporar el punto de vista de profesionales de la salud y administradores en conjunto con las evaluaciones de los pacientes para obtener una visión integrada del servicio y alcanzar la calidad deseada, con respecto al uso del modelo SERVQUAL en la medición de la calidad de los servicios a la salud se recomienda modificarlo, añadiendo o combinando dimensiones que permitan adaptar el modelo a situaciones de evaluaciones puntuales de la institución o servicio que se ofrece. |
| publishDate |
2021 |
| dc.date.accessioned.none.fl_str_mv |
2021-09-27T12:45:38Z |
| dc.date.available.none.fl_str_mv |
2021-09-27T12:45:38Z |
| dc.date.issued.none.fl_str_mv |
2021-09-24 |
| dc.type.local.spa.fl_str_mv |
Trabajo de grado |
| dc.type.version.none.fl_str_mv |
info:eu-repo/semantics/acceptedVersion |
| dc.type.category.spa.fl_str_mv |
Formación de Recurso Humano para la Ctel: Trabajo de grado de Especialización |
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http://purl.org/coar/resource_type/c_7a1f |
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info:eu-repo/semantics/bachelorThesis |
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http://purl.org/coar/resource_type/c_7a1f |
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acceptedVersion |
| dc.identifier.citation.spa.fl_str_mv |
Benitez Riaño, A. (2021). Análisis de la Percepción de la Calidad de los Servicios de Salud Mediante el modelo SERVQUAL. Universidad Santo Tomas |
| dc.identifier.uri.none.fl_str_mv |
http://hdl.handle.net/11634/37398 |
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reponame:Repositorio Institucional Universidad Santo Tomás |
| dc.identifier.instname.spa.fl_str_mv |
instname:Universidad Santo Tomás |
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repourl:https://repository.usta.edu.co |
| identifier_str_mv |
Benitez Riaño, A. (2021). Análisis de la Percepción de la Calidad de los Servicios de Salud Mediante el modelo SERVQUAL. Universidad Santo Tomas reponame:Repositorio Institucional Universidad Santo Tomás instname:Universidad Santo Tomás repourl:https://repository.usta.edu.co |
| url |
http://hdl.handle.net/11634/37398 |
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spa |
| language |
spa |
| dc.relation.references.spa.fl_str_mv |
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Mesa Melgarejo, Lorena del PilarBenitez Riaño, Aura MaritzaUniversidad Santo Tomas2021-09-27T12:45:38Z2021-09-27T12:45:38Z2021-09-24Benitez Riaño, A. (2021). Análisis de la Percepción de la Calidad de los Servicios de Salud Mediante el modelo SERVQUAL. Universidad Santo Tomashttp://hdl.handle.net/11634/37398reponame:Repositorio Institucional Universidad Santo Tomásinstname:Universidad Santo Tomásrepourl:https://repository.usta.edu.coIntroducción: Proporcionar servicios de salud de calidad es importante en todas las dinámicas de las instituciones prestadoras. Es una característica imprescindible para lograr el bienestar de la población de un país. La calidad de la asistencia sanitaria puede medirse determinando la brecha entre las expectativas y la percepción del paciente, la cual se ve influenciada por diversos factores durante la prestación. El modelo SERVQUAL ha sido ampliamente utilizado como herramienta para medir la calidad de los servicios a la salud, se ha adaptado incorporando elementos propios del entorno de la prestación de servicios a la salud, evaluando principalmente las dimensiones Tangibilidad, Seguridad (Confiabilidad), Capacidad de respuesta, Responsabilidad (Garantía) y Empatía. Objetivo: El objetivo de este estudio fue conocer la percepción de la calidad de los servicios de salud a través del modelo SERVQUAL y su viabilidad en la valoración y mejora de la calidad del servicio. Metodología: Se realizó una revisión de literatura. Los datos utilizados para la revisión se recopilaron de las bases de datos Scopus y Dimension, principalmente a través de la búsqueda con las palabras claves SERVQUAL, perception of quality, healthcare quality, nursing, medical and health science y public health, igualmente se incluyeron otros documentos recopilados de otros motores de búsqueda. Los documentos fueron filtrados y tamizados teniendo como criterios de exclusión documentos duplicados, documentos que no estuvieran en el objetivo de la revisión y que no utilizaran el modelo SERQUAL en la medición de la calidad y finalmente se incluyeron 148 documentos en el análisis. Resultados: En la revisión se encontró que de manera general había una brecha entre las expectativas de los pacientes antes de recibir el servicio y la percepción después de recibido. Esta diferencia en la calidad se evidenció en todas las dimensiones evaluadas en los estudios de medición, indicando que no se están alcanzando las expectativas de los pacientes al recibir atención médica, además los estudios indicaron que hay una fuerte relación entre las intenciones futuras del paciente sobre el proveedor del servicio afines con las dimensiones de seguridad/confiabilidad, garantía y empatía. Conclusión: A partir de la revisión se pudo concluir con base en la revisión realizada que la calidad percibida por los pacientes es un constructo multidimensional que varía de acuerdo con las expectativas de cada paciente, relacionándose con factores como la edad, educación, nivel socioeconómico, estilo de vida y experiencias previas. Asimismo, con el fin de mejorar la calidad de los servicios de salud y sus evaluaciones se recomienda incorporar el punto de vista de profesionales de la salud y administradores en conjunto con las evaluaciones de los pacientes para obtener una visión integrada del servicio y alcanzar la calidad deseada, con respecto al uso del modelo SERVQUAL en la medición de la calidad de los servicios a la salud se recomienda modificarlo, añadiendo o combinando dimensiones que permitan adaptar el modelo a situaciones de evaluaciones puntuales de la institución o servicio que se ofrece.Introduction: Providing quality health services is important in all the dynamics of health care institutions. It is an essential characteristic for achieving the well-being of a country's population. The quality of healthcare can be measured by determining the gap between patient expectations and perception, which is influenced by various factors during delivery. The SERVQUAL model has been widely used as a tool to measure the quality of health services, and has been adapted by incorporating elements specific to the health service delivery environment, evaluating mainly the dimensions Tangibility, Safety (Reliability), Responsiveness, Accountability (Assurance) and Empathy. Objective: The objective of this study was to know the perception of the quality of health services through the SERVQUAL model and its viability in the assessment and improvement of service quality. Methodology: A literature review was conducted. The data used for the review were collected from the Scopus and Dimension databases, mainly through a search with the keywords SERVQUAL, perception of quality, healthcare quality, nursing, medical and health science and public health; other documents collected from other search engines were also included. The documents were filtered and sieved, having as exclusion criteria duplicate documents, documents that were not in the objective of the review and that did not use the SERQUAL model in the measurement of quality, and finally 148 documents were included in the analysis. Results: The review found that in general there was a gap between patients' expectations before receiving the service and the perception after receiving it. This difference in quality was evident in all the dimensions evaluated in the measurement studies, indicating that patients' expectations are not being met when receiving medical care, and the studies also indicated that there is a strong relationship between the patient's future intentions about the service provider related to the dimensions of safety/reliability, assurance and empathy. Conclusion: Based on the review, it was possible to conclude that the quality perceived by patients is a multidimensional construct that varies according to each patient's expectations, and is related to factors such as age, education, socioeconomic level, lifestyle and previous experiences. Likewise, in order to improve the quality of health services and their evaluations, it is recommended to incorporate the point of view of health professionals and administrators together with the patients' evaluations to obtain an integrated vision of the service and achieve the desired quality. With respect to the use of the SERVQUAL model in the measurement of the quality of health services, it is recommended to modify it, adding or combining dimensions that allow adapting the model to situations of specific evaluations of the institution or service offered.Especialista en Auditoría de Saludhttp://unidadinvestigacion.usta.edu.coEspecializaciónapplication/pdfspaUniversidad Santo TomásEspecialización Auditoría de SaludFacultad de EconomíaAtribución-NoComercial-SinDerivadas 2.5 ColombiaAtribución-NoComercial-SinDerivadas 2.5 ColombiaAtribución-NoComercial-SinDerivadas 2.5 Colombiahttp://creativecommons.org/licenses/by-nc-nd/2.5/co/Abierto (Texto Completo)info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Análisis de la percepción de la calidad de los servicios de salud mediante el modelo SERVQUALHealth servicespatient perceptionpatient expectationsquality of health carehospital qualityservqual modelAdministración de servicios de saludAdministración sanitariaSatisfacción del pacienteServicios de SaludPercepción del pacienteExpectativas del PacienteCalidad de la asistencia sanitariaCalidad HospitalariaModelo SERVQUALTrabajo de gradoinfo:eu-repo/semantics/acceptedVersionFormación de Recurso Humano para la Ctel: Trabajo de grado de Especializaciónhttp://purl.org/coar/resource_type/c_7a1finfo:eu-repo/semantics/bachelorThesisCRAI-USTA BogotáAbbasi-Moghaddam, M. 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