Administrative management and service quality in the emergency processes of the ECU 911 in Portoviejo-Manabí, Ecuador

Abstract

The present study aimed to evaluate the administrative management and service quality of the ECU 911 in the city of Portoviejo, Manabí province, Ecuador. It was a descriptive study with a mixed-methods approach, integrating both qualitative and quantitative methods to obtain a comprehensive view of the emergency system's performance. Techniques applied included a survey with a sample of 384 citizens, as well as direct observation using a previously designed guide applied on-site at the ECU 911 facilities. The instruments used were the questionnaire and the observation guide. Among the most notable results, the service was considered relatively efficient, and the staff was perceived as friendly; however, difficulties were also reported in reaching the emergency center during critical situations, and no follow-up was received afterward. The observation revealed notable deficiencies in furniture ergonomics, accessibility, and technological updates. These findings reflect a favorable perception in human aspects, but also highlight significant shortcomings in infrastructure, communication, and citizen education—factors that are essential to ensuring timely and high-quality emergency management services.