Resumo

PADILLA-AGUIAR, Daimeé; HERRERA-GARCIA, Ricardo Amir; ACEVEDO-SUAREZ, José Antonio  e  PARDILLO-BAEZ, Yinef. Looking for customer satisfaction. Study at the Center of Molecular Immunology. Ing. Ind. [online]. 2016, vol.37, n.3, pp. 313-322. ISSN 1815-5936.

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.

Palavras-chave : customer; services; customer satisfaction; processes.

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