Propuesta de mejora para la calidad en la satisfacción al cliente bajo la Norma ISO 10001:2018 para la empresa Bloque de Consultorios MEDIHOSPITAL

Abstract

Abstract: The objective of this research work was to design a code of conduct for improve customer satisfaction under the ISO 10001:2018 standard for the Block of Medihospital Clinics, the current situation of the organization was considered, and it was possible to observe that there is a lack of knowledge in customer satisfaction, that is why the company must meet the needs and expectations of the client, for the presentation of customer service, the organization has established a focus on the customer, which allows identifying the degree of satisfaction from the customer's perspective. In order to fulfill the purpose of this study, three specific objectives were determined: first define the concepts of quality in customer satisfaction, second analyze the factors that negatively influence the progress of the company and finally the design of proposal of the code of conduct under the ISO 10001:2018 standard, the research was applied with a deductive - inductive method, with the support of survey analyzes and interviews conducted with staff and clients.