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Buscando la satisfacción del cliente. Estudio en el Centro de Inmunología Molecular [Looking for customer satisfaction. Study at the Center of Molecular Immunology]
Centro de Inmunología Molecular. La Habana, Cuba.
Centro de Inmunología Molecular. La Habana, Cuba.
Instituto Superior Politécnico José Antonio Echeverría. La Habana, Cuba.
Instituto Superior Politécnico José Antonio Echeverría. La Habana, Cuba.ORCID iD: 0000-0002-0243-4916
2016 (Spanish)In: Ingeniería Industrial, ISSN 0258-5960, E-ISSN 1815-5936, Vol. 37, no 3, p. 313-322Article in journal (Refereed) Published
Abstract [en]

The objective of this study was to assess the current state of service sin SERVICIM at the Center of Molecular Immunology. To this were done surveys, interviews, observations, document review and performance indicator sin a period from 2003 to 2013. The main results high light that here is no culture in the provision of services by staff who offers it, even if there has been a gradual increase in the number of people satisfied with the services. Were identified as major barriers to customer satisfaction and the workers themselves SERVICIM, transportation and food; and determined that the organization should develop a model of customer satisfaction taking into account the integration of their processes.

Abstract [es]

El objetivo del presente estudio fue realizar un diagnóstico del estado actual de los servicios de SERVICIM en el Centro de Inmunología Molecular. Para ello se realizaron encuestas, entrevistas, observaciones, revisión documental y de indicadores de desempeño, en un período del 2003 al 2013. Como principales resultados destacan que no existe una cultura en la prestación de servicios por parte del personal que lo ofrece, aun cuando hay un incremento gradual del número de personas satisfechas con dichos servicios. Se identificaron como principales barreras en la satisfacción de los clientes y de los propios trabajadores de SERVICIM, el transporte y la alimentación; y se determinó que la organización debe desarrollar un modelo de satisfacción al cliente teniendo en cuenta la integración de sus procesos.

Place, publisher, year, edition, pages
Facultad de Ingeniería Industrial, Instituto Superior Politécnico José Antonio Echeverría , 2016. Vol. 37, no 3, p. 313-322
Keywords [en]
customer, services, customer satisfaction, processes
Keywords [es]
cliente, servicios, satisfacción al cliente, procesos
National Category
Production Engineering, Human Work Science and Ergonomics Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-56542OAI: oai:DiVA.org:hj-56542DiVA, id: diva2:1660488
Available from: 2022-05-24 Created: 2022-05-24 Last updated: 2022-05-24Bibliographically approved

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Pardillo-Baez, Yinef

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