La productividad laboral y su incidencia en la satisfacción del cliente en época post Covid. Caso prestador de salud externo del IESS en Guayaquil.

Abstract

Health institutions have been dealing with the demands of clients, who have required specialized medical attention and, a time that demanded more changes than usual, was the Covid-19 pandemic. The objective of the study was to analyze the relationship between the productivity of IESS collaborators and the satisfaction of Health Center users in the post-pandemic context. A non-experimental quantitative approach was used, evaluating the variables in their natural environment without altering existing conditions. The dimensions investigated included motivation, teamwork, work environment and user satisfaction in areas such as service quality and attention time. Through surveys, it was found that a positive and well-structured work environment contributes significantly to higher user satisfaction. The main quantitative result indicated that 85% of users perceived an improvement in the attention received, correlating with an increase in employee motivation and efficiency. It was concluded that staff productivity has a direct impact on service quality, with investment in infrastructure and effective leadership being essential to maintain user satisfaction.