Browsing by Author "Juan Manuel Ortiz"
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Item DISEÑO DE UN SISTEMA DE MEDICIÓN PARA EVALUAR EL NIVEL DE SATISFACCIÓN DEL USUARIO EN LA EMPRESA PROMOTORA DE SALUD CAPITAL SALUD EPS-SJuli Milena Castillo; Yesly Loren Reyes; Juan Manuel Ortiz; Laura Carolina DiazThis work focuses on the design of a measurement system to evaluate the level of satisfaction of users of the EPS Capital Salud health insurance company, based on their perception of service quality. At the EPS level, service satisfaction indicators are critical for continuous improvement in an environment where EPSs act as facilitators of access to basic healthcare. Having an instrument that allows us to quantify this level of user experience becomes strategic for strengthening loyalty, treatment, and institutional trust in the country.