Bibliographic citations
Vargas, A., Hancco, A. (2018). Las brechas de la calidad de servicio al cliente en la Clínica Médicos Asociados Cusco - MAC Salud Cusco, 2018. [Tesis, Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/1907
Vargas, A., Hancco, A. Las brechas de la calidad de servicio al cliente en la Clínica Médicos Asociados Cusco - MAC Salud Cusco, 2018. [Tesis]. : Universidad Andina del Cusco; 2018. https://hdl.handle.net/20.500.12557/1907
@misc{renati/26651,
title = "Las brechas de la calidad de servicio al cliente en la Clínica Médicos Asociados Cusco - MAC Salud Cusco, 2018.",
author = "Hancco Carrión, Azucena Libet",
publisher = "Universidad Andina del Cusco",
year = "2018"
}
The main objective of the present investigation was to determine the quality of service gap at Clínica Médicos Asociados Cusco - Mac Salud Cusco, 2018; with the purpose of having an analysis of the customer's gap in the quality of service, through the diagnosis of the expected service and service perceived by the clients; the type of research is basic, the quantitative approach and the non-experimental design. For the collection of information, the SERVQUAL model questionnaire was considered as an instrument to measure the dimensions under study, which were subject to the statistical reliability of Cronbach's alpha, which for the perceived service dimension is 0.908% and for the expected service 0.864%, the study had in a sample of 68 clients. It was concluded that the results obtained in the perceived service dimension indicate that clients have a service of adequate level with a value of 3.87; with respect to the indicators, the following results were obtained: the indicator tangible elements, reliability, sensitivity, safety and empathy are at an adequate level, this is because the clinic provides an adequate service which is perceived by its clients and in the expected service dimension customers have a very adequate level expectation with a value of 4.29; with respect to the indicators of the expected service dimension are the following results: the indicator tangible elements, reliability, sensitivity, security and empathy are at a very adequate level. Finding high gaps in the reliability dimension with respect to the service sub indicators in the agreed time with 0.8 and service in the moment that is promised with 0.7 and in the empathy dimension with respect to the sub indicators concern for their interest with 0.7 and schedule of attention with 0.9. Resulting in a gap in the quality of service at the Clínica Médicos Asociados Cusco - Mac Salud Cusco, 2018 from 0.42, with a low level of quality.
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