La inversión en la mejora de la calidad en la atención de una clínica particular de la ciudad de Guayaquil.

Abstract

The term health plays an important plan in the development of an institution that provides this fundamental right to society, especially when the center is private. Through research developed in a private clinic in the city of Guayaquil, whose main objective is to evaluate the current levels of quality perceived by users. In the research process, it was determined that the institution needs the implementation of an improvement plan to increase satisfaction levels. To know the current level of satisfaction of the clinic, the Servqual model was used, which through its application was determined to have an average satisfaction, with an average of 3.1 points. The questionnaire was applied to a total of 333 users of the clinic, this questionnaire was divided into five dimensions by means of which it allows to know in a more precise way the elements of dissatisfaction of the users. The main results are the lack of strategies and an purchase plan to know and evaluate the needs of the purchase of medical equipment, materials and supplies.