Determinación del nivel de la calidad y satisfacción en los servicios hospitalarios y ambulatorios de la organización Clínica General del Norte para el programa Magisterio en Barranquilla
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Fecha
2021
Autores
Arrieta Ramírez, Katia Margarita
Peña Caballero, Lucas Andrés
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Dentro de los antecedentes de investigación que utilizamos para desarrollar nuestro
trabajo de grado pudimos observar que en la mayoría el análisis se enfoca
principalmente en el servicio al cliente a nivel hospitalario, estudiando
principalmente en países como España o Venezuela, pasando por el nivel nacional
en ciudades importantes del territorio colombiano como lo son Bogotá y Cali,
consideramos la más importante de todas, ya que se basa en argumentos sólidos y
emplea una metodología muy enfocada hacia el servicio al cliente y lo más
importante como recuperar o como ejecutar un plan para volver a ofrecer un servicio
de primera clase, en este punto, tenemos como autores dos profesores,
perteneciente a la facultad de mercadeo y negocios internacionales, donde expone
una temática enfocada a los problemas que tienen muchas organizaciones a la hora
de ofrecer un servicio, toma como base un caso real en una empresa pasa por las
tres fases, mala prestación de servicio, recuperación del mismo y lo más importante
la fidelización del cliente.
Materiales y Métodos:
Para nuestra investigación se determina la realización de encuestas como principal
fuente para la medición de la calidad y percepción de los servicios médicos
brindados a la población régimen especial del magisterio.
Within the research background that we use to develop our degree work we could observe that in most of the analysis focuses mainly on customer service at the hospital level, studying mainly in countries such as Spain or Venezuela, passing through the national level in cities important of the Colombian territory such as Bogotá and Cali, we consider the most important of all, since it is based on solid arguments and uses a methodology very focused on customer service and, most importantly, how to recover or how to execute a plan to return to offer a first-class service, at this point, we have as authors two professors, belonging to the faculty of marketing and international business, where they expose a theme focused on the problems that many organizations have when offering a service, based on a real case in a company goes through the three phases, poor service provision, recovery of mis mo and most importantly customer loyalty. Materials and Methods: For our research, the conduct of surveys is determined as the main source for measuring the quality and perception of the medical services provided to the population of the special teaching regime.
Within the research background that we use to develop our degree work we could observe that in most of the analysis focuses mainly on customer service at the hospital level, studying mainly in countries such as Spain or Venezuela, passing through the national level in cities important of the Colombian territory such as Bogotá and Cali, we consider the most important of all, since it is based on solid arguments and uses a methodology very focused on customer service and, most importantly, how to recover or how to execute a plan to return to offer a first-class service, at this point, we have as authors two professors, belonging to the faculty of marketing and international business, where they expose a theme focused on the problems that many organizations have when offering a service, based on a real case in a company goes through the three phases, poor service provision, recovery of mis mo and most importantly customer loyalty. Materials and Methods: For our research, the conduct of surveys is determined as the main source for measuring the quality and perception of the medical services provided to the population of the special teaching regime.
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Palabras clave
Calidad, Modelo de atención, Determinación, Análisis de PQRS, SIAU
