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Calidad percibida del servicio y su mejora con QFD para empresas sociales estatales (SSE)
Eduin Dionisio Contreras Castañeda1, Cristian Alvarez2, Augusto Suárez2
1Department of Industrial Engineering, Universidad De Boyacá, Tunja, Colombia.
International journal of health care quality assurance
|August 23, 2025
Resumen
Este estudio integró los comentarios de los clientes en el despliegue de la función de calidad (QFD) para mejorar los servicios de atención médica en Tunja, Colombia. El enfoque identificó áreas clave para mejorar la satisfacción del paciente y la calidad del servicio.
Área de la Ciencia:
- Investigación en servicios de salud
- Gestión de la calidad
- Administración de la salud
Sus antecedentes:
- La percepción de la calidad del servicio es crucial para la mejora continua de la atención sanitaria.
- La integración de las perspectivas de los pacientes es esencial para la mejora efectiva de los servicios de salud.
Objetivo del estudio:
- Incorporar la calidad de servicio percibida, que representa la voz del cliente, en la implementación de la función de calidad (QFD).
- Mejorar los servicios de salud en Tunja, Colombia, mediante el análisis sistemático de los comentarios de los pacientes.
Principales métodos:
- Las escalas adaptadas SERVQUAL y SERVPERF administradas a 378 usuarios de una empresa social estatal (SSE).
- El análisis exploratorio de factores (EFA) identificó los factores que influyen en la calidad de los servicios de salud.
- Factores identificados integrados en una matriz de DCA para derivar criterios de mejora del servicio.
Principales resultados:
- El análisis de la implementación de la función de calidad (QFD, por sus siglas en inglés) generó doce recomendaciones viables para la mejora del servicio.
- Demostró que la incorporación de la "voz del cliente" y la identificación de las áreas técnicas prioritarias conducen a mejores servicios de salud.
Conclusiones:
- Este estudio es el primero en analizar las dimensiones de la calidad percibida que influyen en los servicios de atención ambulatoria en este contexto.
- Utilizó QFD para generar alternativas de mejora del servicio basadas en dimensiones de calidad percibidas identificadas.
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