Aplicación de modelo SERVPERF para el diagnóstico y propuestas de mejoras en la prestación del servicio en el Instituto Ecuatoriano de Seguridad Social Riobamba.

Abstract

The research is born from the impotence that the quality of services has in satisfying the needs of the affiliates of the IESS of the RIOBAMBA city, the same that over the years has been exposed to negative criticism since it does not comply with the expectations of the users. The objective is to apply a quality management model for the diagnosis of the quality of the services offered by the IESS and propose alternatives to improve them. The methodology is Non-Experimental of transversal design because there are no deliberate manipulations of the variables under study and the phenomena are observed in their natural state, in a defined population in a certain period of time; additionally, a hypothesis of the possible solutions was issued, the same ones that were validated by statistical methods; the approach was quantitative due to the need to contract the hypothesis and qualitative, because the study of the variables are deepened; the scope was explorative. A little-studied problem is investigated from an innovative perspective that prepares the field for new studies; descriptive of the phenomena and their components to define variables and; and correlational since predictions are offered through the quantification and relationship of variables. The main result was that the SERVPERF model allows identifying with greater accuracy based on five dimensions the quality in the provision of the services and that in the case of the research it was found that empathy is the main problem that was derived from the lack of human talent training. For this reason, it is proposed based on the Deming circuit, continuous improvement strategies that change the organizational culture and guide it to satisfy the needs of the members.