Percepción de la calidad del servicio odontológico por parte de los pacientes de la clínica Biossanar en San Gil y Oral Clínica en Bucaramanga

Abstract

Quality management is associated with the ability to produce a product or provide a service in a way that satisfies the needs of customers. Therefore, customer expectations are not met, leading to disagreements between the organization and customers regarding service quality. All organizations must prioritize the thoughts and feelings of customers due to increasing public awareness; this prioritization can make or break the organization. The purpose of this document was to know the perception of the quality of the dental service by the patients of the Biossanar clinic, in San Gil, and Oral Clinic, in Bucaramanga, through a standardized survey that observes four key factors of the SERVQUAL model, through In order to propose strategies for the improvement of dental care in said clinics, as well as the proposed strategies in order to improve the quality of care in the dental service of the Biossanar Clinic and Oral Clinic, in the same way to adapt quality criteria for the dental service in the Biossanar and Oral Clinic Clinics, based on the information obtained in the SWOT analysis and in the application of the SERVQUAL model, finally in the development of the present investigation, it was possible to verify that health not only intervenes in the quality of people's lives, but it is also part of personal care, since from a new reality like the present very during the pandemic, society incorporates new technologies for decision making.