Análisis de la calidad de atención al cliente en telemedicina en la ciudad de Guayaquil
Fecha
2021
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil, Facultad de Ciencias Administrativas
Resumen
La calidad de atención al cliente, percibida en este caso por los clientes internos y/o beneficiarios, basados en el servicio de Telemedicina, es un trabajo de investigación básicamente para comprender los parámetros que genere dicho servicio ya sean necesidades, expectativas o recomendaciones.
Se presenta en este proyecto investigativo cuatro capítulos, los mismos que detallaremos resumidamente a continuación:
Capítulo 1, se plantea el problema, se especifica los Objetivos, Variables, las justificaciones y las delimitaciones del mismo.
Capítulo 2, se plantean los Marcos referencias, contextual y Legal. Se da a conocer los antecedentes históricos, así como términos nuevos que se utilizan a raíz de este nuevo servicio.
Capítulo 3, se entable el método de investigación, se utiliza la Población y la Muestra para nuestro cuestionario y se analiza para determinar las acciones a tomar para mejorar.
Por último, el capítulo 4, se plantea la propuesta, cada acción que se debe tomar para mejorar las variables analizadas, se reviso el FODA y se dio nuestras conclusiones y recomendaciones.
The quality of customer service, perceived in this case by internal customers and/or beneficiaries, based on the Telemedicine service, is a research work to understand the parameters generated by said service, whether they are needs, expectations or recommendations. Four chapters are presented in this research project, the same ones that we will detail briefly below: In chapter 1, the problem is raised, and the Objectives, Variables, justifications, and delimitations of the same are specified. In chapter 2, the Reference, Contextual and Legal Frameworks are proposed. The historical background is disclosed, as well as new terms that are used as a result of this new service. In chapter 3, the research method is established, and the Population and the Sample are used for our questionnaire and analyzed to determine the actions to take to improve. Finally, in chapter 4, the proposal is presented, each action that must be taken to improve the variables analyzed, the SWOT was reviewed and our conclusions and recommendations were given.
The quality of customer service, perceived in this case by internal customers and/or beneficiaries, based on the Telemedicine service, is a research work to understand the parameters generated by said service, whether they are needs, expectations or recommendations. Four chapters are presented in this research project, the same ones that we will detail briefly below: In chapter 1, the problem is raised, and the Objectives, Variables, justifications, and delimitations of the same are specified. In chapter 2, the Reference, Contextual and Legal Frameworks are proposed. The historical background is disclosed, as well as new terms that are used as a result of this new service. In chapter 3, the research method is established, and the Population and the Sample are used for our questionnaire and analyzed to determine the actions to take to improve. Finally, in chapter 4, the proposal is presented, each action that must be taken to improve the variables analyzed, the SWOT was reviewed and our conclusions and recommendations were given.
Descripción
pdf
Palabras clave
SATISFACCIÓN DEL CLIENTE, TELEMEDICINA, CALIDAD
Citación
APA