Bibliographic citations
Bazán, D., Chávez, A. (2017). Nivel de satisfacción de los clientes del centro clínico Sanna, utilizando el modelo servucción en la ciudad de Cajamarca en el año 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12338
Bazán, D., Chávez, A. Nivel de satisfacción de los clientes del centro clínico Sanna, utilizando el modelo servucción en la ciudad de Cajamarca en el año 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12338
@misc{sunedu/3017903,
title = "Nivel de satisfacción de los clientes del centro clínico Sanna, utilizando el modelo servucción en la ciudad de Cajamarca en el año 2017",
author = "Chávez Arias, Annie Astrik",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The quality of service is considered one of the most important in the business world affairs today. The main objective is to meet customer requirements and ensure that all processes of the organization contribute to meet your needs. If customers are satisfied with the service provided, they will return again and again to make their purchases. The city of Cajamarca is characterized by its complexity in the business world as it is surrounded by a variety of companies that provide similar services, but it has been observed that some of them offer a service of low quality, representing a loss volume of attention for organizations due to inadequate processes of quality management. On the other hand within the basic needs of human beings are entitled to good care and the customer feel satisfaction that their needs have been met, this is where the Clinical SANNA Cajamarca-Centre should be able to meet and improve continuously . The overall objective of this research is to determine the degree of customer satisfaction regarding the quality of service provided by the Clinical Center SANNA offering health services. The developed study was part of an investigation of cross-descriptive level, under a non- experimental design field. In addition, the survey instrument applied as the basis of measurement Likert scale adapted to Model Servuction. The size of the population consisted of approximately 1,000 customers insured clients and individuals. The sample size was determined probabilistically, with a confidence level of 95% and consisted of 278 clients who receive services at the Clinical Center SANNA Cajamarca. Likewise, it will serve as a starting point for their respective self-Clinical Center and to give great importance to the customer, which are planned and carefully designed all those tasks that deal with direct or indirect contact with customers. According to this research concludes that more than half of surveyed customers have a high level of satisfaction with the Clinical Center SANNA, since they consider that the company has an ideal appearance in the infrastructure, equipment, materials, human resources and Service.
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