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

  • Eva de la Peña Salas Ayuntamiento de Zaragoza
DOI: https://doi.org/10.5209/rev_CUTS.2014.v27.n1.42386
Keywords: quality, perceived quality, social services, SERVQUAL, evaluation models

Abstract

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.

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Author Biography

Eva de la Peña Salas, Ayuntamiento de Zaragoza

Diplomada en Trabajo Social por la Escuela Universitaria de Estudios Sociales de la Universidad de Zaragoza (1996/1999) y Master en Asistente Social Psiquiátrico por la Facultad de Medicina de la Universidad de Zaragoza (2000-2001). Actualmente cursando el Curso de Adaptación al Grado de Trabajo Social de la Facultad de Ciencias Sociales y del Trabajo de la Universidad de Zaragoza (2012-2013).

Trabajadora Social desde el año 2001 en  una organización no gubernamental, en el área de infancia y familia en exclusión social, hasta 2007 que me incorporo como trabajadora social en Servicios Sociales Comunitarios del Ayuntamiento de Zaragoza en atención a la Dependencia y atención primaria en el Centro Municipal de Servicios Sociales de Delicias.

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Published
2014-07-08
How to Cite
de la Peña Salas E. (2014). 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. Cuadernos de Trabajo Social, 27(1), 115-125. https://doi.org/10.5209/rev_CUTS.2014.v27.n1.42386
Issue
Vol. 27 No. 1 (2014): Intervención social en tiempos de sufrimiento social
Section
Miscellanous

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