Calidad de servicio y su influencia en la satisfacción del cliente en el laboratorio y bioanalisis clínico obmedical, Manta 2024.

Abstract

This study supports the development of two variables: an independent variable represented by X quality of service and a dependent variable represented by Y customer satisfaction, a case study of a laboratory and Obmedical Clinical Bioanalysis. To determine the existence of the effect of X on Y, we begin with a review that proposes various theoretical approaches or antecedents models from different authors, which may be useful to evaluate the variable in question. Likewise, a methodological definition has been developed that suggests that the studies are carried out with quantitative, non-experimental-cross-sectional approaches of correlational scope. From this point, the application of a survey form with a sample of 360 customers is managed. The results were classified through a descriptive analysis to determine the importance that customers assign to different factors of service quality and the level of valuation they give them, in the same way, the Rho Spearman correlation statistical analysis was carried out using the SPSS Statistics system, which focuses on testing general and specific hypothesis tests. Finally, a study was designed that proposes improvements in sustainable development, the conclusions and recommendations left by the culmination of this study were drafted.