Evaluation of the Quality of Services in a Public Health Center in Metropolitan Lima using the SERVQUAL Model

Abstract

Despite the different efforts of medical and support personnel to improve the level of services, their service is deficient in all dimensions of the SERVQUAL model. This research aims to know the gaps in the quality of services of a health center in Metropolitan Lima and identify priority areas for improvement. The method used was descriptive and cross-sectional, using the SERVQUAL model as an instrument. Simple random sampling was used, obtaining a sample of 267 patients, who evaluated their experience in the service line. Service quality gaps were calculated and opportunities for improvement were analyzed using the IPA method. The gap projections were visualized using box-plot graphs. The findings show that patients are not satisfied with the services offered by the health center, the dimensions that have the greatest gap are empathy (-0.77) and reliability (-0.76), related to the long waiting time and the lack of information about the care process. The present research shows results like those obtained in Ghana, Tanzania, and Jordan, where the negative gaps are related to support processes. This highlights the indispensability of redesigning processes and making improvements in areas related to admission and information. The article highlights the importance of analyzing services using proven models to identify improvements in the health service. Likewise, the need to implement advanced tools or technology that optimize the patient experience is highlighted