Maestría en Dirección de Empresas

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Has files: YesSubject: search.filters.subject.CALIDAD DEL SERVICIO

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    Percepción de la calidad de servicio y la satisfacción del usuario
    (2024-02) Ninacuri Moya, Patricio Gustavo; Abril Flores, Jorge Francisco
    El presente trabajo de titulación denominado percepción de la calidad de servicio y la satisfacción del usuario, tuvo como objetivo general analizar la percepción de la calidad de servicio y su influencia en la satisfacción de los usuarios del Departamento de Digitación en la Mancomunidad de Transito Tungurahua. Para lo cual, se llevó a cabo una metodología de investigación bibliográfica-documental para el sustento teórico del documento, adicionalmente se tomó en cuenta una investigación de campo que se desarrolló mediante la aplicación de un instrumento de investigación; es decir, una encuesta basada en el modelo Servqual, la misma que fue realizada a una muestra poblacional correspondiente a 378 usuarios que hacen uso del servicio de digitación en la empresa. De esta manera se evidenció que la satisfacción del usuario referente al componente de seguridad y empatía a alcanzado un 70% de aceptación, por ello se puede mencionar que existe una correlación moderada de los componentes evaluados referente a la calidad del servicio, en cuanto al factor analizado de fiabilidad el 31,75% menciona que le ha tomado más tiempo del planificado para recibir el servicio requerido. Mediante los resultados obtenidos se plantea establecer estrategias que mejoren la calidad del servicio y la satisfacción del usuario; entre ellas, capacitar al personal para brindar xiv información apropiada sobre el proceso de matriculación y crear incentivos al personal que cumpla con la satisfacción del usuario respecto a los servicios recibidos. En conclusión, la investigación revela las falencias existentes principalmente en el componente de fiabilidad; correspondiente al tiempo esperado para el servicio que posee una significancia de 3,40 y corrección de errores en los trámites con un valor de significancia de 2,59; lo que quiere decir que los usuarios no se encuentran totalmente satisfechos con la calidad del servicio, por tal motivo el mejoramiento de los factores evaluados en la investigación y la aplicación de las propuestas plateadas permitirá obtener beneficios de institucionalidad pública.
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    PLAN DE MEJORA CONTINUA EN LA CALIDAD DEL SERVICIO Y ATENCIÓN AL USUARIO EN LA UNIDAD DE MATRICULACIÓN Y REVISIÓN VEHICULAR DEL GAD MUNICIPALIDAD DE AMBATO
    (Universidad Tecnica de Ambato,Magíster en Dirección de Empresas, 2022-10-28) Calero Mayorga, Deysi Estefanía; Meléndez Tamayo, Carlos Fernando
    The quality of service consists of meeting the expectations that users have when they use some type of service and can be measured from the opinions and impressions that are generated by potential or loyal customers, in the case of source research of study was measured with the attended users. Within this framework, a continuous improvement plan was carried out in the quality of service and attention to the user in the Vehicle Registration and Technical Review Unit of the GAD Municipality of Ambato for the minimization of resources and waiting times in the internal procedures of the institution, as well as optimizing human capital and technological resources for the benefit of citizens. Although it is true, the vehicle technical review center with technology and management contributes to the development and progress of the city's vehicle registration system. However, there are still complaints and problems in vehicle registration in Ambato, where there are inconveniences and nonconformity of users such as lack of information, slow staff and misinformation in the registration process. For this, the descriptive analysis, the exploratory factorial statistical analysis, Spearman's rho, and the proposal plan were carried out. As a result, it showed that users rate the GAD Ambato vehicle registration and technical review unit on a "good" xix scale. According to the application of the Servqual model, the dimensions of the model of tangible elements, reliability, responsiveness, and empathy, showed that there are shortcomings in advertising which must be clear and simple, the service provided must be on time, lack of staff in receptivity and willingness to change and proportion of concerns and alternative solutions to the user. resulted in two main dimensions of tangible and reliability perceived by the user, instead the three dimensions such as responsiveness, security and empathy are deduced as an implication of improvements for the institution.
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    La estructura organizacional y su relación con la calidad de servicio en la Coordinación Zonal 3-INEC
    (Universidad Técnica de Ambato. Dirección de Posgrado. Maestría en Dirección de Empresas, 2022-10-20) Velastegui Villarreal, Mónica Cecilia; Abril Flores, Jorge Francisco
    This research was developed with the objective of analyzing the organizational structure and its influence on the quality of service of the Zonal Coordination 3-INEC in Tungurahua, with the application of good administrative practices. This is due to the fact that the institution is obliged to maintain a solid and effective structure to meet the demands of customers and obtain adequate compliance with objectives and goals. To achieve this purpose, a study with a mixed approach, descriptive and non-experimental design was proposed adequate result of the maximum satisfaction of quality in the client. In addition, the sample was composed of two groups, on the one hand, the employees of the Zonal Coordination 3 of INEC of Tungurahua, since they are the ones who know the organizational structure of the company, and have the continuous dealings with customers; tools that define the functions of each member within the organization, as well as the relationship between departments they also know all the aspects and characteristics of the organization. And, on the other hand, the users of the Zonal Coordination 3 of INEC Tungurahua, since they are the ones who receive the service and therefore are the ones who are in a position to evaluate the quality of the service they receive. A survey was applied to both samples. Thus, it is expected to prove that the organizational structure does have an impact on improving the quality of service in the Zonal Coordination 3-INEC in Tungurahua users of statistical data, based on the application of good administrative practices demonstrated through a bibliographical and field study together with the application of surveys validated by university teachers and the respective descriptive analysis.