Analysis of level of satisfaction and perceived quality of people attended from Community Social Services of Municipal Social Services Center Delicias of the City countil of Zaragoza

• Main Author: Eva de la Peña Salas
• Format: Article
• Language: Spanish
• Published: Universidad Complutense de Madrid 2014-07-01
• Series: Cuadernos de Trabajo Social
• Subjects: calidad; calidad percibida; servicios sociales; SERVQUAL; modelos de evaluación
• Online Access: https://revistas.ucm.es/index.php/CUTS/article/view/42386

<p>Service quality is a hot topic in the present political, technical and societal discourses in general, as well as in the planning processes, programs and projects. Using the SERVQUAL scale we will know some aspects of the measurements of satisfaction and perceived quality, through the eyes of the patients treated in a municipal community Social Services center. This will enable the interdisciplinary team the best possible adaptation to the needs of these people. The most valued aspect is the security and confidence of the staff, while the aspect presenting the lowest score is their problem-solving capacity, understood as the difficulty for professionals to deal with the demands of the users quickly. The general index of satisfaction reaches a 4.64 on a scale of 5 where 76.4 % of the users considered «excellent» the feelings towards the services provided at Municipal Social Services Center of Delicias.</p>