Quality of the gerontological social services in the cities of Ibarra, Atuntaqui and Cotacachi - Imbabura province

Abstract

The quality of gerontological social services in the cities of Ibarra, Atuntaqui, Cotacachi - Imbabura
province, has been a frequent concern of companies dedicated to providing  ervices to the elderly, due to their demand and added to the lack of policies, objectives, formal structure and procedures oriented to provide a quality service, which is difficult to adapt to the changes required by its customers and control bodies. The objectives of this research are to describe the current situation of the processes that take place in the gerontological centers of the province of Imbabura for the provision of care, rehabilitation and relaxation services, as well as their requirements established in the ISO 9001 standards. -2015 and establish a plan for the implementation of a quality management system based on ISO 9001-2015. Regarding the type of research, the descriptive method was used because it was appropriate in the field of Business Management and Sociology since it allowed researchers to describe the current situation and the events that are presented. In relation to the applied study methods were the analytical, synthetic, hypothetical and deductive; the main technique applied was the survey to obtain primary information, as well as the existence, suggested by the literature, of quality management and customer satisfaction. It is established that this research work will contribute to the national plan proposed by the Ecuadorian Government.