Innovative administrative management and perceived quality of service in health facilities
DOI:
https://doi.org/10.65598/rps.5967Keywords:
Innovative administrative management, service quality, EFQM, SERVQUAL, health care facilities, user perceptionAbstract
The purpose of this study was to determine the relationship between innovative administrative management and the quality of service perceived in health facilities in the year 2025, considering that the quality of care is a fundamental axis of people-centered health systems. A quantitative approach was developed, with an observational, analytical and cross-sectional design. The sample consisted of 309 users, to whom two questionnaires with a five-point Likert scale were applied: one based on the EFQM model to evaluate innovative administrative management (leadership, strategy, people, alliances and resources, processes, results in people and key results) and another based on the SERVQUAL model to measure the quality of the perceived service (reliability, empathy, safety, responsiveness and tangible elements). The validity of the instruments was established through expert judgment, while reliability was evaluated through Cronbach's alpha coefficient and a pilot test. Since the variables did not present normal distribution (p = 0.001 and p = 0.003), Spearman's Rho coefficient was used for correlation analysis. The results showed a positive and statistically significant relationship between innovative administrative management and perceived service quality (ρ = 0.452; p < 0.001). Likewise, all dimensions of administrative management were positively and significantly correlated with perceived quality: leadership (ρ = 0.436), strategy (ρ = 0.419), people (ρ = 0.441), alliances and resources (ρ = 0.419), processes (ρ = 0.440), results in people (ρ = 0.399) and key results (ρ = 0.420), all with p < 0.001. Thus, the strengthening of innovative administrative management is associated with a better perception of service quality, which highlights the importance of promoting continuous improvement, effective leadership and user-oriented processes.
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