Evaluación de la calidad del servicio al cliente del Laboratorio Clínico de SEMEDIC en el cantón Guayaquil.

Abstract

The general objective of the research is to evaluate the quality of the clinical laboratory service of the Center-South care center of the city of Guayaquil, Republic of Ecuador, managed by SEMEDIC. This company has grown significantly during the period 2020 to 2021; in large part, due to the public health emergency called Covid-19 and also for being an external provider of the Ecuadorian Institute of Social Security (IESS). By 2021, the company has doubled its operations, which requires evaluating its processes, providing feedback and applying adjustments to improve the quality of its services. The applied methodology is descriptive, cross-sectional, nonexperimental; the SERVQUAL evaluation model was applied. The target population is the unit's patients. The sample is not probabilistic, with a 5% margin of error and 95% reliability, a reliability test was performed using Cronbach's Alpha. The quality of service result is 90.8%, which indicates a good perception; however, and due to the mass and intensity of demand, this may be subject to stress. The proposal to promote the growth of satisfaction focuses on the variables with the lowest qualification, on which an improvement project was proposed.