Análisis de la percepción actual de los clientes acerca de los servicios que ofrece la clínica Sánchez Villalta.

Abstract

This degree project is developed with the purpose of analyzing consumer behavior, specifically the level of satisfaction, from the perspective of patients at the Sánchez Villalta clinic. The methodology used is based on a qualitative and quantitative research model, a finite population was taken into consideration which was calculated with an error of 0.05 and a confidence level of 95%. The sample for the study was reflected in 307 surveys, choosing a population made up of men and women between 20 and 80 years old. A structured survey was designed, this survey was applied to patients from the Sánchez Villalta clinic in areas such as: general medicine, gynecology, obstetrics, cardiology, traumatology, pediatrics, nutrition, dentistry and gerontology. This survey is made up of 16 single-answer questions. with several options. The results obtained were tabulated by comparing the questions vs. the answers in order to determine the most relevant percentages in the research through graphs. It was observed that 72% of the population feels satisfied with the medical services, and there is a high probability that users recommend the medical services of the Sánchez Villalta Clinic to friends and colleagues. It was also evident that the majority of patients, 52%, feel that the waiting time for their care was unsatisfactory, which leads to high waiting times for care, with the dissatisfaction that this causes to the user, classifying it as regular. This allowed us to conclude that the quality of care in medical services was favorable for the patient and when their perspective and needs are taken into account, to implement improvements in all areas of medical care.