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The quality of customer service is an indicator generally well studied in any company, because it helps organizations with the loyalty of their consumers, improves their image and above all influences their economic indexes. The objective of this study is to evaluate the perception that clients have, in this case the patients, about the request for medical appointments, which they make in the Social Security Fund (CSS), in the province of Panama. This case study has a descriptive level, which entails a longitudinal measurement, with a quantitative and qualitative approach, reflecting the data in the use of the survey as a technique and the questionnaire as an instrument, the latter had its initiation in the operationalization of a single variable, the quality of the service, for the process of attention to medical appointment schedules by phone calls and on the website. When carrying out the measurement of the sample, using data from the pertinent institution and the estimate of inhabitants who live for the metropolitan area of the province of Panama, knowing that not all of them are insured, therefore the number of people surveyed, negative perspectives were obtained about the medical appointment schedule for telephone calls, in which 80% of the users emphasize that the operators take time to answer their calls, on the other hand for 56.5% of the Respondents indicate that the web page stops working correctly. In addition, the level of satisfaction of this innovation was calculated. To conclude, the high demand for requests for medical appointments has become a bottleneck, the website was implemented as an improvement tool, but it is necessary to make improvements so that the rate of dissatisfied customers with this service decreases.
Este obra está bajo una licencia de Creative Commons Reconocimiento-NoComercial-CompartirIgual 4.0 Internacional.
