Bibliographic citations
Murrugarra, S., (2017). Nivel de calidad del servicio en el Policlínico Medes, Medicina de Especialidades SRL, en la ciudad de Cajamarca, año 2015 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10907
Murrugarra, S., Nivel de calidad del servicio en el Policlínico Medes, Medicina de Especialidades SRL, en la ciudad de Cajamarca, año 2015 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/10907
@misc{renati/522357,
title = "Nivel de calidad del servicio en el Policlínico Medes, Medicina de Especialidades SRL, en la ciudad de Cajamarca, año 2015",
author = "Murrugarra Tirado, Shannen Alexandra",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT In the present investigation, we studied Quality Level Service in the Polyclinic MEDES, Medical Specialties SRL, in the city of Cajamarca, 2015, using the SERVQUAL tool, which measures the main aspects have been considered to evaluate the quality of service methodology this clinic offers, these aspects are taken as dimensions: tangibles, reliability, responsiveness, assurance and empathy. A descriptive cross-sectional research was conducted in this polyclinic studying a sample of 236 external customers, was performed using SPSS for collecting and processing data, which led us to validate our hypothesis, which we considered an average level of quality of service provided by the clinic MEDES, as the results also reached the Quality Level Service is medium in relation to the five dimensions studied, this means that being a polyclinic should still think about improving the quality of service offered in all its aspects, always trying to improve. In conclusion, we have to know the expectations of customers, and accordingly try to meet and more. KEYWORDS: quality level service, tangibles, reliability, responsiveness, assurance, empathy, Servqual tool.
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