Diseño de estrategias de mejoramiento de la calidad de atención al cliente para el Distrito 14D03 Logroño – Sucúa Salud (Hospital Básico) del cantón Sucúa, provincia de Morona Santiago, periodo 2015 – 2016.

Abstract

The objective of this research is to design strategies to improve the quality of customer service in the 14D03 District in Logroño-Sucúa Health (Public Hospital), in Sucúa village, Morona Santiago Province. The survey and observation were used in this research, and for data collection a questionnaire with 20 objectives questions was applied, it was selected by the administration and customers based on knowledge, attitudes, and practices. Based on the data results provided by the managers, health personnel, customers and the SWOT (Strengths, Weaknesses, Opportunities and Threats) application the following strategies were designed; conduct training events for the Sucúa Public Hospital staff, improve the level of the hospital customers, satisfaction, design a customer service plan with an appropriate technological system, and design evaluation processes for the institution in order to reach the institution goals. By applying action plans, it was concluded that the strategies design improves customer service effectiveness in a 90% in the Hospital. It is recommended that the institution implements the strategies proposed in this paper in order to increase efficiency in the performed activities.