La calidad del servicio y satisfacción del cliente externo en el laboratorio clínico de la Fundación Santa Isabel Madre del Precursor.

Abstract

In a nutshell, this study aimed to assess the quality of service and satisfaction of the external client in the clinical laboratory of the Fundación Santa Isabel Madre del Precursor. The specific objectives were: I) to describe the services, processes and rates offered by the Fundación Santa Isabel Madre del Precursor; II) describe the socio-economic characteristics of the users of the clinical laboratory services offered by the Foundation; and III) obtain perceptions regarding the quality by users of the Foundation's clinical laboratory services. The population was quantified in 1,111. The sample size amounted to 286 surveys, calculated with a 5% error and 95% reliability. The main conclusions were: I) The Servqual method was applied, the evaluation results indicate a general satisfaction average of 93.2%; II) The services offered are for external consultation in general and specialized medicine, with rates of US $ 7.00. The prices of the laboratory are below 50% in relation to other institutions, such is the case of Interlab that has wide coverage in the city; III) Users who are mainly female persons with 72.54%. It should be noted that users have an average age of 44.4 years. Marital status is mainly married at 47.54%, followed by singles at 36.62%; and IV) The quantitative data were tested by applying the Crombach coefficient, which indicated high reliability.