Quality of services, health services and social services.

Satisfaction from inside and outside has an impact on the quality of services offered in the organization. How satisfied the employee feels can determine the quality of the services offered and at the same time that the satisfaction of the client with respect to the service received determines their receptivity and commitment in the process of accompanying towards the achievement of customer satisfaction. your need/situation/problem. Royse et al. (2010) maintain that there is a correlation between client satisfaction and permanence and receptivity of the latter in and with the treatment and/or service.

As Hoffman and Bateson (2011) put it, the best way to start a discussion about service quality is to try to differentiate it from customer satisfaction; noting that most experts agree that customer satisfaction is a short-term transaction-specific measure, while service quality “is an attitude shaped by an overall long-term evaluation of performance.” Service quality, as an area of ​​quality management on the one hand, and on the other, as a marketing line of action, has drawn the attention of researchers and managers in recent decades, becoming an important issue due to its impact on customer satisfaction (Bhatt and Bhanawat, 2016).

The concept of quality of service in health services and social services, for example, has been the subject of interest and analysis in the organization that I direct Healthyminds.org, and a study published in Bogotá approximately 12 years ago had the following title:

A very significant dimension in a quality service is the adequacy of the structure. Organizational and information accessibility.

This would be reflecting the lack of access to health care, but, above all, the increase in access barriers, which as a consequence of the introduction of a complex market health system, has generated exclusions and bureaucratic itineraries that are also complex with perverse repercussions in the lives of users. (Mejias, Godoy & Piña, 2018)

These bureaucratic aspects scarcely considered as a key factor not only in the quality of the service but also in the health of the users, take on a special meaning for the leaders in Latin American countries, who consider the agile and coordinated administrative processes as acts of health and quality. in the services. Colombia's leaders rightly put it: "good management is good health." Delgado, Vazquez, Morales (2010)

Service quality is a multidimensional concept because customers evaluate a variety of dimensions. According to Grönroos (1984), it is the result of an evaluation process, since consumers often make a comparison between what they expect and what they receive; while Parasuraman et al. (1985, 1988) define it as the difference between customer perceptions and their expectations of excellent service within that industry. Thus, the definition of service quality is based on the satisfaction of customer requirements, relying on the organization's ability to determine and then meet them. And we must always keep in mind that a satisfied customer will always remember you, thank you, but above all, recommend you to others so that we can also provide services.

On the other hand, as observed in the comparison of sick organizations versus healthy organizations, the employees or partners of an organization must be seen as vital entities of the organization, if this does not happen they will not develop a corporate identity or commitment to your organization, which will translate in low quality of services.

So, when the human being feels validated and satisfied in the workplace, their abilities to produce and work towards personal, client and organizational fulfillment are activated and give way to the promotion of the objectives of the organization. Therefore, satisfaction manifests itself in inward and outward actions and aptitudes.

An interesting example can be seen with the services that a client receives from the Department of the Family in Puerto Rico contrasted with the salary received by many social work professionals within said entity.

References

Bhatt, A., Bhanawat, D. (2016). Service Quality in Retail - a Literature Review. International Journal for Research in Business, Management and Accounting, 2(3), 27-35. http://internationaljournalsforresearch.com/Pdf/International%20Journal%20for%20Research%20in%20Business,%20Management%20and%20Accounting/BMA-MARCH-2016/BMA-MARCH_2016-4.pdf

Delgado-Gallego, M. E., Vázquez-Navarrete, M. L., & de Moraes-Vanderlei, L. (2010). Calidad en los servicios de salud desde los marcos de sentido de diferentes actores sociales en Colombia y Brasil. Revista de salud pública, 12(4), 533-545. https://www.scielosp.org/pdf/rsap/v12n4/v12n4a01.pdf

Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784

Hoffman, D., Bateson, J. (2011). Services Marketing: Concepts, Strategies, & Cases, fourth edition. OH, USA: Cengage Learning.

Mejias, A. Godoy, E. & Piña, R. (2018) Impact of the quality of services on customer satisfaction in a maintenance company. Universidad Centroccidental Lisandro Alvarado.Compendium, vol. 21, núm. 40, 2018

Parasuraman, A., Zeithaml, V., Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality