Examinando por Autor "Díaz Fernández, Jenny Edith"

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    Satisfacción de los clientes de las farmacias Mifarma del sector Angamos de Surquillo – Lima, 2017
    (Universidad Privada Norbert Wiener, 2018-05-09) Díaz Fernández, Jenny Edith; Yampi Armuto, Toribia; Caldas Herrera, Emma
    The main objective was to establish the level of satisfaction among customers of Mifarma pharmacies in the Angamos Sector of Surquillo, Lima, in 2017. The research was descriptive with an observational, cross-sectional, and prospective design. The sample consisted of 383 customers. A structured 22-question SERVPERF Model questionnaire, using a Likert scale with response options from 1 to 7, was applied during October 2017 using a survey technique. Conclusions: Customers of Mifarma pharmacies in the Angamos Sector of Surquillo, Lima, in 2017, showed, on average, a high level of satisfaction with the care received. No customer perceived low satisfaction, while 8.7% had medium satisfaction, and 91.3% had high satisfaction. There was a higher level of high satisfaction among customers with a technical higher education level and among repeat customers, with a similar level of satisfaction between both genders. On average, a high level of satisfaction was found in the dimensions of reliability, responsiveness, assurance, empathy, and tangibles.