Análisis de la calidad del servicio de rehabilitación y la satisfacción del cliente en la clínica CETAD Hogares Kairós.

Abstract

Currently, the terms of quality of services have become one of the fundamental factors that every company must take into account to generate added value and increase user satisfaction, so it is necessary that health institutions carry out continuous evaluations on this aspect. This project was developed based on research that allowed linking the study variables, with the aim of analyzing the relationship between the quality of the rehabilitation service and customer satisfaction at the Hogares Kairós Clinic in the Azogues canton. The methodology used was of a non-experimental descriptive type with a cross-sectional analysis and a mixed approach, developed through field research in which 110 users participated. The results obtained from the survey and the interview allowed us to know that the clients are satisfied with the services they have received, the dimensions with the greatest satisfaction are that of tangible elements and empathy, those with the least satisfaction are reliability and responsiveness, to try to solve the weaknesses that the company presents, an improvement plan was proposed, among them, the formation of commissions to carry out tours and observe existing shortcomings, carry out analyzes to improve the infrastructure and avoid water shortages, activities to avoid loss of time , software implementation, among others, the budget provided for the improvements will not be an expense but an investment, since by improving the services the level of satisfaction of internal and external users will increase..