Maestría en Dirección Empresarial
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Browsing Maestría en Dirección Empresarial by Author "Barrera Serna, Miguel Ángelo"
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Item Análisis del nivel de satisfacción del cliente en los usuarios mayores de 60 años, pertenecientes a la comuna 5 de la ciudad de Popayán afiliados a la eps Asmet Salud para el año 2022(Universidad Santiago de Cali, 2022) Barrera Serna, Miguel Ángelo; Hurtado Sánchez, Germán Andrés; Garcés Aguilar, Wilson Noé (Director)The main objective of this research is to analyze the level of customer satisfaction presented by users over 60 years of age, belonging to commune 5 of the city of Popayán affiliated with the EPS ASMET SALUD for the year 2022. This research presents a quantitative approach with a descriptive scope, in which 131 users over 60 years of age affiliated with the EPS Asmet Salud participated. For this, the SERVQUAL model developed by Parasuraman, Zeithmal and Berry (1991) was used, which is made up of expectations and perceptions of service quality. In this investigation it was possible to identify four dimensions in which 12 reagents were adapted. Likewise, a survey was designed which is measured with a Likert Scale with five response options ranging from 1 to 5, where 1 is totally disagree and 5 totally agree. On the other hand, the applied satisfaction variable was based on the theoretical model of Kotler (2003), in which three dimensions with 7 reagents are adapted, with which it is sought to know the satisfaction that users present with the service provided by the EPS. Similarly, the Likert Scale is used with five response options ranging from 1 to 5, where 1 is totally disagree and 5 totally agree. It is concluded that according to the data obtained with the population under study, the EPS Asmet Salud presents critical points in the dimensions of Response Capacity with an unfavorable perception of 75.8%, additionally it presents an unfavorable assessment in the dimension of Empathy with a percentage negative of 42.9% and finally in the reliability and safety dimension it presents an unfavorable assessment of 35.3%, results that force the EPS to carry out an urgent improvement plan seeking to reduce the negative impact and thereby avoiding the increase of PQRS before Superhealth.