Análisis sobre el impacto del sistema de autorizaciones en la satisfacción de clientes de seguros de salud internacional caso: Humano Seguros 2019
Fecha
2019Autor
García De la Cruz, Yohanery
Ogando Reyes, Jefree Ramon
Metadatos
Mostrar el registro completo del ítemResumen
En este estudio, se analiza el impacto del sistema de autorizaciones de servicios en
la satisfacción de los clientes de seguros de salud internacional. Con el objetivo general, se
buscan identificar los factores que infieren en la satisfacción mediante la búsqueda de
información que conteste las preguntas sobre la demora en los tiempos, el conocimiento
como tal del sistema y la satisfacción general de los clientes. Se presenta un estudio
utilizando el método de investigación cualitativo, utilizando los instrumentos de la
observación, encuesta y entrevistas que nos garantizan la correcta obtención de los datos
que definen los resultados de la investigación.
Se trabajó con una muestras 38 clientes contactos mediante dos encuentras y 6
gerentes de la compañía entrevistados. Estos resultados indican claramente la
insatisfacción de los clientes con los tiempos de respuesta y el desconocimiento de los
canales electrónicos como vía de autorización, a diferencia de las respuestas de las
entrevistas donde se identifica que para la compañía el sistema es altamente funcional,
aunque con puntos de mejora. Lo que permite definir que la compañía desconoce la
magnitud del problema en realidad.
In this investigation, the impact of the system of the authorization services on the
satisfaction of international health insurance clients is analyzed. With the general objective,
it is sought to identify the factors that they infer in the satisfaction by means of the search
of information that answers the questions on the delay in the times, the knowledge as such
of the system and the general satisfaction of the clients. A study is presented using the
qualitative research method, using the instruments of observation, survey and interviews
that guarantee us the correct obtaining of the data that define the results of the
investigation.
We worked with a sample of 38 clients contact through two surveys and 6
managers of the company were interviewed. These results clearly indicate the
dissatisfaction of the clients with the response times and the ignorance of the electronic
channels as a way of authorization, unlike the answers of the interviews where it is
identified that for the company the system is highly functional, although with points of
improvement. What allows to define that the company does not know the magnitude of the
problem in reality. In this investigation, the impact of the system of the authorization services on the
satisfaction of international health insurance clients is analyzed. With the general objective,
it is sought to identify the factors that they infer in the satisfaction by means of the search
of information that answers the questions on the delay in the times, the knowledge as such
of the system and the general satisfaction of the clients. A study is presented using the
qualitative research method, using the instruments of observation, survey and interviews
that guarantee us the correct obtaining of the data that define the results of the
investigation.
We worked with a sample of 38 clients contact through two surveys and 6
managers of the company were interviewed. These results clearly indicate the
dissatisfaction of the clients with the response times and the ignorance of the electronic
channels as a way of authorization, unlike the answers of the interviews where it is
identified that for the company the system is highly functional, although with points of
improvement. What allows to define that the company does not know the magnitude of the
problem in reality.
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