Análisis de la calidad del servicio de la Estética Dental ESTETICDENT, matriz Riobamba, provincia de Chimborazo, período 2016-2017

Abstract

the present work the analysis of quality service of ESTÉTICA DENTAL ESTETICDENT S.A. was carried out, which allowed knowing the strengths and weaknesses of the same, contributing to the improvement, competitively and prestige of dental center as regards the competition. In the first instance, a direct observation of Company installations was done for determining the fulfillment of attention processes. Surveys were applied to the patients in order to establish the requirements related to the offered service finding important statistical data. Through the observation, some shortcomings were identified giving like result in dates cancellation, occasioning the clients lost. Consequently, it was suitable the internal analysis for solving this problem by setting strategies that will contribute positively to the strengthening of the organization. In the study was evident more than 50% of consulted patients consider that service is good, the reason for their loyalty many years, recommending and diffusing the Clinic. ESTETICDENT has distinguished for the continuous innovation in its medical processes; there is a clear willingness of all the employees and the support of management positions in the satisfaction of necessities and expectations from the market. Due to this, it is recommended to make available a suggestions box like a canal where they can send their complaints, avoiding that the user´s critics were extended, generating a bad image of the company, thus the continuous training of internal customer for a better labor performance.