La gestión de la calidad y su impacto en la atención al cliente, de la veterinaria Pet-Center ubicada en la ciudad de Portoviejo durante el periodo 2020

Abstract

Today the issue of quality is important for organizations, whether in a product or service that is provided, this is reflected in customer satisfaction, for this reason this work seeks to investigate with research techniques the shortcomings in the management of the quality of the Pet-Center veterinary and how they affect customer service, based on the results obtained, to provide proposals for new tools or techniques that benefit the quality of service provided by the veterinary. When it comes to quality management, it is understood that a management must practice certain protocols, standards and customer service, in this case in veterinary offices it is not very reflected, all this may be being generated by poor management Regarding the quality of the service, these inconveniences must be addressed in a special way if the image of veterinary offices is to generate trust in their clients, however it is important that these centers take advantage of attributes that veterinary offices must meet for a adequate provision of animal health services, in their diagnostic activities and in the treatments they recommend for pets. The results provided by this research work will give a different approach to content related to quality management in the veterinary field, thus managing to update knowledge and implement new options of tools and techniques regarding the issue of quality of veterinary services. The purpose of this research is that the veterinary Pet-Center understands the correct management of quality management and how this can benefit in terms of the satisfaction that the client has with the services it offers, guided by a proposal detailed at the end of this study.