Evaluación del grado de satisfacción en relación a la calidad de servicios prestados por Humana S.A. en la ciudad de Guayaquil.

Abstract

Currently, the terms of quality and satisfaction generate controversy in the investigations of the services provided by insurers, since they place great emphasis on the measurement of the perceptions and expectations of users. This study was developed based on research by different authors that made it possible to size the study variables to establish the objective of evaluating the degree of satisfaction in relation to the quality of services provided by Humana S.A. in the city of Guayaquil. The applied methodology was descriptive, not experimental, with a quantitative approach, developed through field research, applied to 382 policyholders. The results obtained in the survey revealed that there are problems or weaknesses regarding settlements, collections, service and sales, which highlight the deficiencies due to poor advice, poorly personalized attention and cordial. It should be mentioned that problems were also evident because: there is difficulty in communicating with the contact center, restricted office hours and external points, a limited network of providers nationwide, excessive procedures. It is concluded that the Humana policyholders perceive as low satisfaction the aspects related to the deficiency in the service and the contact with the customer, the delay in the administrative processes, and duplication of premium collections, which will have an impact on the satisfaction of the insured.