Nivel de servicio al cliente prestado a los usuarios de los dispensarios de éticos Serrano Gómez LTDA
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Fecha
2020
Autores
Arias Rivera, Carlos Javier
Romero Bravo, Daniel José
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente trabajo tiene como intención conocer la satisfacción de los usuarios que diariamente reclaman medicamentos en los dispensarios de Éticos Serrano Gómez Ltda, con los resultados obtenidos se plantearon estrategias que le permitirán dar una solución a la problemática que se viene presentando en los dispensarios de Éticos Serrano. Uno de los objetivos del presente proyecto se planteó con el fin de establecer los niveles de satisfacción del usuario, la calidad del servicio prestado y conocer la percepción que tienen los usuarios sobre las instalaciones de Éticos.
Dicha evaluación ayudo a determinar indicadores de satisfacción que ayudarán a mejorar el servicio que hoy es prestando en Éticos, con los resultados obtenidos de esta evaluación se lograron proponer estrategias que le permitirán a la empresa mejorar sus procesos, esto con la finalidad de ofrecer un enfoque de mejora continua.
El presente trabajo de grado se trabajó bajo un enfoque descriptivo, su diseño es transversal y se adoptó un tipo de investigación no experimental, para recolección de los datos se utilizó un instrumento tipo encuesta utilizando el método SERVQUAL y además las preguntas contaban con una escala tipo Likert (1 a 5) para facilitar la medición del instrumento. Esta encuesta se aplicó directamente en las instalaciones 3 dispensarios, en ella se trató de recopilar la percepción de los usuarios acerca de la calidad de servicio en la empresa Éticos. Los resultados obtenidos arrojaron deficiencias en el servicio que actualmente se presenta en la empresa objeto de estudio.
The present work intends to know the satisfaction of the users who daily claim medicines in the dispensaries of Éticos Serrano Gómez Ltda. With the results obtained, strategies were proposed that will allow them to give a solution to the problems that have been presented in the dispensaries of Éticos Serrano. One of the objectives of this project was to establish the levels of user satisfaction, the quality of the service provided and to know the perception that users have about the facilities of Éticos. This evaluation helped to determine satisfaction indicators that will help to improve the service that is currently being provided at Éticos. With the results obtained from this evaluation, strategies were proposed that will allow the company to improve its processes, with the aim of offering a continuous improvement approach. The present work of degree was worked under a descriptive approach, its design is cross-sectional and adopted a type of non-experimental research, for data collection was used a survey type instrument using the SERVQUAL method and also the questions had a Likert type scale (1 to 5) to facilitate the measurement of the instrument. This survey was applied directly in the facilities of 3 clinics and sought to collect users' perceptions about the quality of service in the Ethicals company. The results obtained showed deficiencies in the service currently provided by the company under study.
The present work intends to know the satisfaction of the users who daily claim medicines in the dispensaries of Éticos Serrano Gómez Ltda. With the results obtained, strategies were proposed that will allow them to give a solution to the problems that have been presented in the dispensaries of Éticos Serrano. One of the objectives of this project was to establish the levels of user satisfaction, the quality of the service provided and to know the perception that users have about the facilities of Éticos. This evaluation helped to determine satisfaction indicators that will help to improve the service that is currently being provided at Éticos. With the results obtained from this evaluation, strategies were proposed that will allow the company to improve its processes, with the aim of offering a continuous improvement approach. The present work of degree was worked under a descriptive approach, its design is cross-sectional and adopted a type of non-experimental research, for data collection was used a survey type instrument using the SERVQUAL method and also the questions had a Likert type scale (1 to 5) to facilitate the measurement of the instrument. This survey was applied directly in the facilities of 3 clinics and sought to collect users' perceptions about the quality of service in the Ethicals company. The results obtained showed deficiencies in the service currently provided by the company under study.
Descripción
Palabras clave
Servicio al cliente, Cliente, Nivel de servicio, Satisfacción del usuario, Indicador, Pandemia, Covid19, Customer service, Customer, Service level, User satisfaction, Indicator, Pandemic
