Gestión de Calidad de Servicio y Desempeño Profesional: Nuevas Perspectivas de Gestión por Procesos de un Hospital Público Peruano

• Autor: Goicochea Tipismana, Magali K.
• Formato: artículo
• Fecha de Publicación: 2024
• Institución: Universidad Señor de Sipan
• Repositorio: Revistas - Universidad Señor de Sipán
• Lenguaje: español
• OAI Identifier: oai:revistas.uss.edu.pe:article/2868
• Enlace del recurso: https://revistas.uss.edu.pe/index.php/EPT/article/view/2868
• Nivel de acceso: acceso abierto
• Materia: gestión de calidad en salud; calidad de servicio; desempeño profesional; gestión por procesos; health quality management; service quality; professional performance; process management

This study analyzes the correlation between service quality management and professional performance in a Peruvian public hospital from a process management perspective. A quantitative, correlational and cross-sectional design was used with a census sample of 70 health professionals working in the Santa Rosa Hospital (MINSA). The data, collected by means of a validated questionnaire with high reliability (α = 0.906 and α = 0.929), were analyzed with Kolmogorov-Smirnov and Spearman's rho tests. A moderate positive correlation was found between the variables service quality management and professional performance (rho = 0.589; P < 0.001); in addition, service quality management presented moderate correlations with service delivery, job satisfaction and effectiveness (rho = 0.495, 0.550 and 0.570; P < 0.001) and a weak correlation with job satisfaction (rho = 0.348, P. 003). It is concluded that effective quality management can improve professional performance, although limitations such as cross-sectional design and the need to integrate new technologies were identified. It is recommended that training and modernization strategies be implemented to optimize hospital processes