Calidad del Servicio y Apoyo Social en Padres de Usuarios de una Institución de Niños y Adolescentes con Discapacidad de Cartagena, 2024

This study evaluated the quality of healthcare services and the social support perceived by parents of children, adolescents, and young adults with disabilities at the ALUNA Cartagena Foundation. Under a postpositivist paradigm and a quantitative approach with deductive reasoning, a cross-sectional correlational design was developed. The population consisted of 160 mothers and fathers, to whom the SERVQUAL and MOS instruments were applied through simple random sampling. The SERVQUAL results show a positive perception of service quality, highlighting dimensions such as empathy, responsiveness, and assurance. However, areas for improvement were identified in reliability and tangibles. Data obtained through the MOS questionnaire revealed a favorable perception, although with variability in the consistency of the support received. 92.5% of the population were women, with a mean age of 36.21 years, and 55.6% were in common-law unions. For SERVQUAL, the Reliability dimension showed a significant positive correlation with the sociodemographic variable Place of origin (ρ=0.157,p<0.05) and a significant negative correlation with the sociodemographic variable Current health status (ρ=–0.168,p<0.05). For MOS, the Emotional/Informational Support dimension correlated negatively with Place of origin (ρ=–0.173,p<0.05) and Number of children (ρ=–0.252,p<0.01), and correlated positively with Income (ρ=0.297,p<0.01) and Current health status (ρ=0.269,p<0.05). No statistically significant correlations were found between the SERVQUAL and MOS perceived social support questionnaires when analyzing the Global Ratings of both instruments, yielding a low and negative score (ρ=–0.072,p>0.05), which indicates an absence of association between both variables.