Gestión de la calidad del servicio al cliente de Solidario Medical Center de la ciudad de Machala.

Abstract

Customer service quality in the healthcare sector is an important component for ensuring effective and humane care. In this context, this study was conducted at Solidario Medical Center to analyze the perceptions of both administrative and healthcare staff, as well as users, regarding service quality management, identifying strengths and areas for improvement. The methodology was based on a mixed approach, through a literature review and structured surveys, one targeting 52 staff members and the other targeting 352 users of the medical center treated in the previous six months. The results showed a predominantly positive perception among users and staff. Humanized treatment, cleanliness of the facilities, and clarity of information were the most highly valued aspects. However, opportunities for improvement were identified in service agility, coordination between areas, and the optimized use of technologies. Transformational leadership was also presented as a pending need within the organizational culture. It was concluded that Solidario Medical Center demonstrates a solid foundation in its quality of care, but requires strengthening certain internal processes to achieve continuous improvement. This type of study is essential for implementing strategies that ensure a satisfactory and efficient experience for healthcare system users.