Implementación de los modelos SERVQUAL y SERVPERF en el área de atención del adulto mayor del Ministerio de Inclusión Económica y Social – MIES de la ciudad de Riobamba.

Abstract

This research paper deals with a study on the quality measurement of the service provided in the intergenerational area in the care of the elderly of the Ministry of Economic and Social Inclusion (MIES) of the city of Riobamba, through the use of the SERVQUAL and SERVPERF models, whose objective is to design strategies to improve the management and quality of the service, the design of the methodology applied was cross-sectional since it applied in two stages the method applied was synthetic analytical with a focus qualitative-quantitative, we worked with 308 people, for the collection of information, the questionnaire of the SERVQUAL model was applied where 5 dimensions were studied to measure perceptions and expectations, results were obtained from users of the health centre, having a satisfactory level of service, while the SERVPERF model allowed measuring and evaluating the quality of service perceived as such, obtaining a 98% of the satisfactory level. This allows us to conclude that the models implemented allow us to evaluate the degree of compliance, staff efficiency and effectiveness in the resources used when providing the service and the effectiveness of areas and processes.