Propuesta de un modelo de gestión por procesos para mejorar el servicio de atención al cliente en una empresa que comercializa equipos de hemodiálisis en la ciudad de Guayaquil.

Abstract

The present research aims to design a proposal in the area of customer service, through a process management model that improves the quality of care in a company that markets hemodialysis equipment in the city of Guayaquil, based on the problem that It is generated in this company, where problems in project coordination and planning, as well as the lack of processes, make it more complicated to determine the tasks and responsibilities that the people in charge of the customer service area must fulfill. For this effect, a field investigation was carried out under a quantitative approach because techniques such as the survey and a correlation analysis were used. The instrument for data collection was a questionnaire prepared under the SERVQUAL model under a scale validated by Cronbach's Alpha coefficient in values greater than 0.8, which means that the results are reliable. Finally, when applying the survey, it was determined that all the dimensions have a direct correlation level with the satisfaction variable, the most outstanding being the understanding of the client's needs, the trust of the staff and the full satisfaction of the client's needs. With this information, a management model proposal was developed whose purpose is to retain customers, design operational processes, interact with the customer and monitor them to fully satisfy their needs.