标题：Análisis de la satisfacción y de la calidad percibida por las personas atendidas en los Servicios Sociales Comunitarios del Centro Municipal de Servicios Sociales Delicias del Ayuntamiento de Zaragoza
出版社：Servicio de Publicaciones de la Universidad Complutense
摘要：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.
其他摘要：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.
关键词：calidad;calidad percibida;servicios sociales;SERVQUAL;modelos de evaluación
