Evaluation of the Quality of Services in a Public Health Center in Metropolitan Lima using the SERVQUAL Model

Villena Presentación R.; Paola Garcia Janampa L.; Andía Valencia W.; Alvaro Arpasi Pancca R.; Elva Baños Chaparro N.; Didier Gutiérrez Alamo H.; Jarely León Cardenas D. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2025) · DOI: 10.18687/laccei2025.1.1.991

Resumen

Despite various efforts by medical and support personnel to improve service levels, deficiencies remain across all dimensions of the SERVQUAL model. This research aims to identify gaps in service quality at a health center in Metropolitan Lima and to determine priority areas for improvement. A descriptive and cross-sectional method was used, employing the SERVQUAL model as the primary instrument. Simple random sampling was applied, resulting in a sample of 267 patients who evaluated their experience in the service line. Service quality gaps were calculated, and improvement opportunities were analyzed using the IPA method. Gap projections were visualized through boxplot graphs. The findings indicate that patients are not satisfied with the services provided by the health center; the dimensions with the largest gaps are empathy (-0.77) and reliability (-0.76), both related to long waiting times and lack of information about the care process. This study reports results similar to those found in Ghana, Tanzania, and Jordan, where negative gaps were also associated with support processes. These findings underscore the need to redesign processes and improve areas related to admission and information. The article also highlights the importance of using validated models to identify improvements in healthcare services, as well as the need to implement advanced tools or technologies to optimize the patient’s experience.

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad Nacional Federico Villarreal; Universidad Nacional de Cañete