Evaluación de calidad del servicio al cliente mediante la herramienta SERVPERF en el Centro de Rehabilitación Universitario de Comalcalco, Tabasco

This study evaluates the quality of customer service at the University Rehabilitation Center (CER-UNI) in Comalcalco, Tabasco, using the SERVPERF model, which measures user perceptions in five dimensions: tangible elements, reliability, responsiveness, security, and empathy. The quantitative, descriptive, and cross-sectional research was applied to a sample of 23 patients, yielding results that reflect a positive overall assessment of the service, with an overall satisfaction average of 4.74. The highest-rated dimension was security (4.86), demonstrating staff confidence and competence. Responsiveness (4.8) and reliability (4.78) followed, highlighting staff willingness and compliance with care. In contrast, the tangible elements dimension was the least valued (4.59), indicating a need for improvement in equipment and infrastructure. The results identify strengths such as the empathetic treatment and professionalism of the team, as well as areas for improvement in the modernization of physical resources. These findings provide a solid foundation for implementing strategies aimed at continuous service improvement, strengthening the patient experience and optimizing care quality from a user-centered perspective.