Browsing by Author "Ortiz Udeo, Alex Fabián"

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    El modelo SERVQUAL de calidad en el servicio del sistema de distribución de medicamentos por dosis unitaria y el nivel de aceptación de los usuarios del servicio de pediatría del Hospital José María Velasco Ibarra, de la ciudad de Tena
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Ortiz Udeo, Alex Fabián; Ballesteros López, Leonardo Gabriel
    The present study aims to quantitatively measure the quality of service and the level of acceptance of the users of the pediatric service of the Hospital José María Velasco Ibarra, in the city of Tena, which began operations in 1986, belongs to the according to the level of care, ie all the specialized outpatient care services and services and those requiring hospitalization services, the pharmacy meets the needs of its users through information, separation, provision, acquisition, inspection, dispensing, medication , the research is field with a mixed approach, that is to say qualitative and quantitative, qualitative because it requires the identification of causes, satisfaction, preferences and quality of service, it is also quantitative because scales, formulas and statistics are used when tabulating the surveys and to verify the hypotheses, in terms of its modality, it is in function both from the collection of data and from the characteristics of the same, starting with documentary research, as it analyzes internal laws, regulations, trades, reports and documents in relation to the system of drug distribution per unit dose and the questionnaires themselves servqual, is also field research as questionnaires are applied to users of the pediatric service of the Hospital José María Velasco Ibarra, Tena city, in addition to observations to the internal processes that are generated within the area and likewise it is characterized as exploratory because it is necessary to identify and measure research variables such as quality of service, which has not been measured before, highlighting facts and important factors. The servitud model was applied, determining that there are four components that are above the threshold of satisfaction, that is, in terms of tangible elements, safety, reliability and empathy, perceptions exceed expectations, recognizing these circumstances as quality, on the other side in terms of responsiveness, perceptions do not exceed expectations so there is opportunity for improvement. In order to improve the quality components that do not exceed the expectations of the users, a Service and Customer Service Manual based on the Disney Service Model was designed, applied to the pediatric service of the José María Velasco Ibarra Hospital, in the City of Tena, for which users were sequentially identified, averaging 71, their needs were determined and indicators were developed to measure quality.