Modelo de gestión administrativo para mejorar la calidad de atención al cliente en la Clínica Faytong de la ciudad de Babahoyo en el período 2024.
| dc.contributor.advisor | Gil Avilez, Rosendo Arnaldo | |
| dc.contributor.author | Valle Sánchez, Georgington Gabriel | |
| dc.date.accessioned | 2025-04-18T05:12:00Z | |
| dc.date.available | 2025-04-18T05:12:00Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17779 | |
| dc.description | Administrative management plays a fundamental role in improving the quality of customer service at Faytong Clinic. This study proposes a structured administrative model that optimizes organizational processes through planning, organization, direction and control, with the aim of designing an administrative management model that improves the quality of customer care at Faytong Clinic. The proposed model is based on effective management strategies to ensure high standards of care, optimizing operational efficiency and responding to patient expectations in a context of globalization of health services. The implementation of standardized processes, advanced digital tools and a service-oriented organizational culture will improve the patient experience and raise quality. The methodology used was descriptive using quantitative and qualitative methods. 242 people were surveyed. The results showed that opinions about the general care of the Faytong clinic were mostly favorable and some patients described the experience as "normal." In order to continue improving, the clinics can focus on solving the aspects that impact this group and preserve consistency in the quality of service. In conclusion, the implementation of an administrative management model focused on improving the quality of customer service is a key opportunity for the clinic to strengthen its relationship with patients and solidify its reputation in the health field by integrating optimized processes, adequate technology and a customer-centered approach. | es_ES |
| dc.description | Administrative management plays a fundamental role in improving the quality of customer service at Faytong Clinic. This study proposes a structured administrative model that optimizes organizational processes through planning, organization, direction and control, with the aim of designing an administrative management model that improves the quality of customer care at Faytong Clinic. The proposed model is based on effective management strategies to ensure high standards of care, optimizing operational efficiency and responding to patient expectations in a context of globalization of health services. The implementation of standardized processes, advanced digital tools and a service-oriented organizational culture will improve the patient experience and raise quality. The methodology used was descriptive using quantitative and qualitative methods. 242 people were surveyed. The results showed that opinions about the general care of the Faytong clinic were mostly favorable and some patients described the experience as "normal." In order to continue improving, the clinics can focus on solving the aspects that impact this group and preserve consistency in the quality of service. In conclusion, the implementation of an administrative management model focused on improving the quality of customer service is a key opportunity for the clinic to strengthen its relationship with patients and solidify its reputation in the health field by integrating optimized processes, adequate technology and a customer-centered approach. | es_ES |
| dc.description.abstract | La gestión administrativa juega un papel fundamental en la mejora de la calidad del servicio al cliente en la Clínica Faytong. Este estudio propone un modelo administrativo estructurado que optimiza los procesos organizativos mediante planificación, organización, dirección y control, con el objetivo de diseñar un modelo de gestión administrativa que mejore la calidad de atención al cliente en la Clínica Faytong. El modelo propuesto se basa en estrategias de gestión eficaces para garantizar altos estándares de atención, optimizando la eficiencia operativa y respondiendo a las expectativas de los pacientes en un contexto de globalización de los servicios de salud. La implementación de procesos estandarizados, herramientas digitales avanzadas y una cultura organizacional orientada al servicio permitirá mejorar la experiencia del paciente y elevar la calidad. La metodología utilizada fue descriptiva utilizando métodos cuantitativos y cualitativos se encuestaron a 242 personas como resultados opiniones acerca del cuidado general de la clínica Faytong son mayormente favorables y algunos pacientes describen la experiencia como "normal" para continuar con su mejora las clínicas pueden enfocarse en solucionar los aspectos que impactan a este grupo y preservar la consistencia en la calidad del servicio, como conclusión se tiene que la implementación de un modelo de gestión administrativa enfocado a mejorar la calidad del servicio al cliente es una oportunidad clave para la clínica fortalezca su relación con los pacientes y solidifique su reputación en el ámbito sanitario al integrar procesos optimizados tecnología adecuada y un enfoque centrado en el cliente. | es_ES |
| dc.format.extent | 100 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2025 | es_ES |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
| dc.subject | Modelo de gestión | es_ES |
| dc.subject | Administración | es_ES |
| dc.subject | Calidad | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.subject.other | Ingeniería Comercial | es_ES |
| dc.title | Modelo de gestión administrativo para mejorar la calidad de atención al cliente en la Clínica Faytong de la ciudad de Babahoyo en el período 2024. | es_ES |
| dc.type | bachelorThesis | es_ES |
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