El análisis de importancia-valoración aplicado a la gestión de servicios

  1. Abalo Piñeiro, Ignacio
  2. Varela Mallou, Jesús
  3. Rial Boubeta, Antonio
Revista:
Psicothema

ISSN: 0214-9915

Ano de publicación: 2006

Volume: 18

Número: 4

Páxinas: 730-737

Tipo: Artigo

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Outras publicacións en: Psicothema

Resumo

El Análisis de Importancia-Valoración (IPA: Importance-Performance Analysis) constituye una aproximación indirecta a la medida de la satisfacción que permite representar, de manera sencilla y funcional, los puntos fuertes y áreas de mejora de un determinado producto o servicio. Partiendo de la importancia y la valoración que los usuarios otorgan a cada uno de los atributos relevantes de un servicio, es posible obtener un gráfico dividido en cuatro cuadrantes en los que se incluyan recomendaciones para la gestión de los recursos organizacionales. Sin embargo, esta herramienta ha estado sujeta a controversias desde sus orígenes, referidas fundamentalmente a la colocación de los ejes que definen los cuadrantes y a la conceptualización y medición de la importancia de los atributos que componen el servicio. El objetivo de este trabajo es proponer una alternativa en la representación del IPA que permita superar las limitaciones y contradicciones derivadas de la técnica original sin desechar la representación clásica. El análisis se aplica a los datos obtenidos en una encuesta sobre la satisfacción con los servicios sanitarios de atención primaria de Galicia. Los resultados permitirán efectuar recomendaciones a los gestores de la atención primaria de cara a la planificación de futuras acciones estratégicas.

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Fonte de datos: Dialnet