Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú

Abstract

The article focuses on the occupational health sector in Peru, where it faces a shortage of doctors compared to OECD countries. Research shows that, during the health crisis, patient satisfaction fell to 58%, generating a loss of profitability of 25%. The main contribution of the article is to highlight that the implementation of a management model based on relationship marketing, including the knowledge creation model, managed to significantly improve patient satisfaction, reaching 76%. In summary, it is concluded that relationship marketing can increase organizational satisfaction in the occupational health sector in Peru.