Waiting line system and quality of external customer service in the office standardization bureau - ONP, Huacho 2015

Abstract

This study aimed to measure the degree of impactresulting from the change of the current model of care identified by the waiting line that influences the increased quality of external customer service in the office of Social Security Standardization -ONP, Huacho 2015. the investigation by type is applied, explanatory, as is pre experimental design with two observations and according to their approach is quantitative, deductive. The population was 2,240 and the sample was 286 external customers, the methods employed were servers, system capacity and time distribution. The calculations were performed using a spreadsheet in Excel and statistical software WinQSB, IBM SPSS Statistics 21. Finding that the server generates an impact of 25%; system capacity has an impact of 59% and the time distribution causes an impact of 38% for the average waiting time and 16% for the service time. The results indicate an impact on the quality of external customer service of 69.54%. It was concluded that the development of waiting line system significantly influences the quality of customer service external ONP.