Service model under the lean service and machine learning approach to increase external user satisfaction: a case study in the health sector smes in Peru

• Autores: Valdivia Castro, Andrea Ximena, Villavicencio Condor, Joselyn Estefanny
• Formato: tesis de grado
• Fecha de Publicación: 2023
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/18991
• Enlace del recurso: https://hdl.handle.net/20.500.12724/18991
• Nivel de acceso: acceso abierto
• Materia: Servicios de salud; Producción eficiente; Mantenimiento productivo total; Estándares de desempeño; Aprendizaje automático; Satisfacción del cliente; Pequeñas y medianas empresas; Health services; Lean manufacturing; Total productive maintenance; Performance standards; Machine learning; Consumer satisfaction; Small business; https://purl.org/pe-repo/ocde/ford#2.11.04

In managing health services, one of the crucial factors is user satisfaction, from how the service is perceived and behaves to what is expected and what is obtained from the quality of care [1]. Furthermore, in good management, the processes that contribute more to care must be correctly established, knowing the needs of the public, having qualified medical staff, and knowing how to communicate effectively with patients [2]. In the Peruvian health sector, a per capita expenditure of $51 is recorded, which is lower than in most Latin American countries [3]. It shows that the budget execution for the sector has been low, according to the Peruvian Foreign Trade Society [4]; this influences the management of resources since it would not be investing to cover gaps such as human capital, infrastructure, and equipment.