Propuesta de estrategias de servicio al cliente para mejorar el nivel de satisfacción de los usuarios del Centro de Salud San Valentín en la provincia de Sucumbíos en el año 2016

Abstract

The present work "Proposal of customer service strategies to improve the level of satisfaction in users of San Valentín health center in Sucumbíos province in the year 2016", it was developed with the aim of contributing to the improvement of services provided to the community. For which it has been turned to direct observation and jointly the application of a questionnaire focused on knowing the perceptions, based on the SERVPERF quality management model, which was applied to the users of the aforementioned health center. Through the analysis it was possible to determine which are the failures given in the service, among them the lack of human warmth in the care, the limited commitment of the health professionals to generate trust in the users, besides the little interest of the institution to keep in good condition the tangible goods immersed in the service process, the dimensions that were evaluated in the mentioned model are: Tangibility, Reliability, Response Capacity, Empathy and Security. All the information provided by the users themselves is translated as a tool for the proposal of service strategies that encourage the overall improvement of the level of user satisfaction; it is recommended that the measurement and evaluation of satisfaction levels should be carried out in a more frequent manner through the SERVPERF measurement model.