Title: Method to evaluate and project service quality profiles in health promotion entities in Colombia through multivariate analysis techniques and artificial intelligence

Authors: Efrain de la Hoz Granadillo; Tomás José Fontalvo-Herrera; Ludys Lopez-Polo

Addresses: Faculty of Economics Sciences, University of Cartagena, Cartagena, Colombia ' Faculty of Economics Sciences, University of Cartagena, Cartagena, Colombia ' Faculty of Economics Sciences, University Simon Bolivar, Barranquilla, Colombia

Abstract: The objective of this research is to develop and apply a method to evaluate service quality profiles in health promoting entities in Colombia through multivariate analysis techniques and artificial intelligence. The literature associated with quality of service, health service, multivariate analysis and artificial intelligence was reviewed. Variables associated with the number of guardianships received by the EPS, opportunities for service provision in both general and specialised medicine, medication delivery, mortality indicators, transfers, and satisfaction were taken. As a result, in this research, the multivariate cluster analysis tool was integrated to identify service quality profiles in health promoting entities and artificial neural networks (ANNs) to project their service quality profile. The results show two profiles or levels of service quality in health promoting entities and an artificial neural network model with a correct classification capacity of 100%. The relevance of the cluster-ANN method for identifying and classifying service quality levels in health promoting entities is shown.

Keywords: service quality; cluster analysis; artificial neural networks; ANNs; Colombia.

DOI: 10.1504/IJPMB.2024.137874

International Journal of Process Management and Benchmarking, 2024 Vol.17 No.1, pp.72 - 88

Received: 27 Jan 2023
Accepted: 11 Feb 2023
Published online: 05 Apr 2024 *

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