Evaluación de la calidad percibida por el usuario externo en la farmacia de consulta externa y su incidencia en la imagen institucional del Hospital IESS Ambato

Abstract

This research was developed at the pharmacy Outpatient Hospital the Ecuadorian Institute of Social Security in the city of Ambato, where it was detected as the main problem the poor care provided external customers causing dissatisfaction them, adding to this problem other factors such as; the poor training of customer personnel area under study, the lack of a manual process, among others. The main objective being to determine the quality perceived by the external user in the pharmacy and its impact on the institutional image of the IESS Hospital Ambato. As well as identify the factors that affect the quality of service provided to external customers, determining their expectations and how this affects the degree of satisfaction in the Institutional Image and establish alternatives to improve service quality in dependence investigated The evaluate the quality of service received and determine the degree of satisfaction of external customers allows for alternatives to improve service based on the ISO 9001-2008 quality standard.