Application of the SERVQUAL model for the determination of the factors that affect the satisfaction of users in children's homes in Chibolo, Magdalena.
DOI:
https://doi.org/10.17981/ingecuc.14.2.2018.02Keywords:
SERVQUAL model, Quality, Satisfaction, Importance, Expectative, Perception, Community Welfare HomesAbstract
Introduction: Early childhood is the life cycle that allows the development of the individual as a person. Despite this, there are components that have negatively affected the satisfaction of the users in the Community Welfare Homes-ICBF that work in favor of the infants, due to this, the SERVQUAL model emerges as a solution that allows the measurement of the quality of the service, to know the perceptions and expectations of the customers, and to identify the factors that affect the quality of the service.
Objective: The purpose of this study is to determine the factors that affect the satisfaction of users in children's homes, through the application of a SERVQUAL model.
Method: The article consists of 3 phases: Collection of information relevant to the case under study, Evaluation of the importance, expectation and perception of the user against the components of quality and Determination of quality components that affect user satisfaction.
Results: The complete application of the statistical model was obtained, obtaining that the components "health and nutrition" are the ones that most affect the perception of the service quality, followed by the factors "Family community, pedagogical process and human talent" that also have an important index of incidence.
Conclusions: The company is in continuous improvement, however, it is necessary to work responsibly to attend to the components that influence the perception of its service, to obtain a higher quality index.
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