Percepción de Expertos sobre la Calidad Del Servicio en el MSP del cantón Quevedo mediante SERVQUAL.

Abstract

The present study analyzes the perception of experts about the quality of service in the Ministry of Public Health (MSP) of Quevedo, using the SERVQUAL model. A mixed methodology was applied, combining qualitative and quantitative techniques through surveys of 18 experts in quality management in health. Five dimensions were evaluated: reliability, responsiveness, security, empathy and tangibility. The results show that service security and reliability are the most valued dimensions, with a low coefficient of variation, indicating consensus on the trust and knowledge of the staff. However, the response capacity and tangibility present greater dispersion, reflecting inconsistencies in the speed of service, availability of resources and state of the infrastructure. The study concludes that, although the MSP guarantees a reliable service, there are challenges in modernizing equipment and service times. It is recommended to strengthen staff training and improve infrastructure to optimize the perception of the service. The application of the SERVQUAL model makes it possible to identify areas of improvement and formulate strategies to improve the quality of health care.