Bibliographic citations
Arevalo, L., (2022). Modelo de calidad de servicio y satisfacción del usuario del Centro Médico Universitario de la UNSM [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/4825
Arevalo, L., Modelo de calidad de servicio y satisfacción del usuario del Centro Médico Universitario de la UNSM []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2022. http://hdl.handle.net/11458/4825
@phdthesis{renati/1055428,
title = "Modelo de calidad de servicio y satisfacción del usuario del Centro Médico Universitario de la UNSM",
author = "Arevalo Alva, Lady Diana",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2022"
}
The objective of this research was to design a service quality model to improve user satisfaction at the University Medical Center of the UNSM. A survey of 135 users of the CMU was carried out to analyze the variable service quality and user satisfaction, and at the same time an applied type of research with a descriptive-propositive level was used. The main result was the design of the service quality design based on the SERVQHOS scale, where the service quality was evaluated in two aspects, objective and subjective quality, which resulted in user satisfaction and thus generating user loyalty. Regarding the conclusions, it was possible to analyze the quality of service and satisfaction where both variables are at a regular level. This also allowed the analysis in each of their dimensions, reaching to the conclusion that they are at a regular level. It is very important to emphasize that the CMU should apply the proposed model so that it can improve its service and allow the loyalty of its customers.
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