Calidad de servicio y su influencia en la fidelización de los clientes en el Centro Médico San Agustín, Cartavio, 2023
No Thumbnail Available
Date
2024
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Trujillo
Abstract
La presente investigación tuvo como objetivo determinar la influencia de la calidad de servicio en la fidelización de los clientes del Centro Médico San Agustín. Se planteó el siguiente problema de investigación: ¿De qué manera influye la calidad de servicio en la fidelización de los clientes del Centro Médico San Agustín, Cartavio, 2023?; su hipótesis: La calidad del servicio influye de manera significativa en la fidelización de los clientes del Centro Médico San Agustín, Cartavio, 2023. La población del estudio estuvo integrada por los clientes de los diversos servicios del Centro Médico San Agustín. Se consideró, conformado por 170 usuarios de los últimos 6 meses, teniendo como muestra 118 clientes. El diseño de investigación utilizada fue no experimental – transversal y los métodos fueron: deductivo - inductivo, analítico y sintético. En cuanto a la técnica se utilizó la encuesta y como instrumento el cuestionario. Por otro lado, se puede resaltar que los atributos más importantes del servicio para los clientes fueron la empatía, capacidad de respuesta, elementos tangibles y seguridad. Esos resultados fueron la base para sugerir acciones que permitan perfeccionar la fidelización de los clientes. Del mismo modo, la conclusión a la que se llegó fue que la calidad del servicio no influye de manera significativa en la fidelización de los clientes. Mejorando la calidad del servicio se obtendrá un incremento en la fidelización de los clientes del Centro Médico San Agustín, 2023.
The objective of this research was to determine the influence of service quality on customer loyalty at the San Agustín Medical Center. The following research problem was posed: How does service quality influence customer loyalty at the San Agustín Medical Center, Cartavio, 2023?; its hypothesis: The quality of the service significantly influences the loyalty of the clients of the San Agustín Medical Center, Cartavio, 2023. The study population was made up of the clients of the various services of the San Agustín Medical Center. It was considered to be made up of 170 users from the last 6 months, with 118 clients as a sample. The research design used was non-experimental - transversal and the methods were: deductive - inductive, analytical and synthetic. Regarding the technique, the survey was used and the questionnaire was used as an instrument. On the other hand, it can be highlighted that the most important attributes of the service for clients were empathy, responsiveness, tangible elements and security. These results were the basis for suggesting actions to improve customer loyalty. Likewise, the conclusion reached was that service quality does not significantly influence customer loyalty. Improving the quality of service will result in an increase in customer loyalty at the San Agustín Medical Center, 2023.
The objective of this research was to determine the influence of service quality on customer loyalty at the San Agustín Medical Center. The following research problem was posed: How does service quality influence customer loyalty at the San Agustín Medical Center, Cartavio, 2023?; its hypothesis: The quality of the service significantly influences the loyalty of the clients of the San Agustín Medical Center, Cartavio, 2023. The study population was made up of the clients of the various services of the San Agustín Medical Center. It was considered to be made up of 170 users from the last 6 months, with 118 clients as a sample. The research design used was non-experimental - transversal and the methods were: deductive - inductive, analytical and synthetic. Regarding the technique, the survey was used and the questionnaire was used as an instrument. On the other hand, it can be highlighted that the most important attributes of the service for clients were empathy, responsiveness, tangible elements and security. These results were the basis for suggesting actions to improve customer loyalty. Likewise, the conclusion reached was that service quality does not significantly influence customer loyalty. Improving the quality of service will result in an increase in customer loyalty at the San Agustín Medical Center, 2023.
Description
Keywords
Calidad de servicio, Fidelización, Satisfacción