Vela, J., Bardelli, A., Núñez, M., Chávez, M. (2017). Calidad percibida en el servicio: caso Clínica Delgado [Tesis, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/9581
Vela, J., Bardelli, A., Núñez, M., Chávez, M. Calidad percibida en el servicio: caso Clínica Delgado [Tesis]. PE: Pontificia Universidad Católica del Perú; 2017. http://hdl.handle.net/20.500.12404/9581
title = "Calidad percibida en el servicio: caso Clínica Delgado",
author = "Chávez Morales, Mitzy Yadira",
publisher = "Pontificia Universidad Católica del Perú",
year = "2017"
Companies nowadays consider a focus on the client on every service because the client is the one evaluating in a more demanding manner the perceived quality of it. On that matter, models for evaluating quality are of most importance for the whole company, being the SERVQUAL model the one that has prevailed throughout the years, demonstrating its application on an international level. Nonetheless, on a national basis the application of the SERVQUAL model it’s still on validation and, specifically, on the health sector the research found is mostly done on a descriptive approach applied on the public sector, making the private sector a great opportunity for validating the model on the locally. In this manner, the following research is the first one to apply the SERVQUAL model in the private clinics sector on Metropolitan Lima, with the main objective to validate the impact of the SERVQUAL dimensions on perceived quality of customer service. For this study a quantitative methodology was developed, considering 384 valid surveys taken at Clinica Delgado, and, subsequently, a linear regression method was used to determine the correlations, and t-Student for validating the hypothesis. Finally we can confirm that the research provides evidence that a relationship between the dimensions and perceived quality exists, and this dimensions impact with different magnitude, being empathy and reliability the ones that show greater influence, and security, tangibility and response capacity the ones with less impact on user experience
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