La estructura organizacional y su relación con la calidad de servicio en la Coordinación Zonal 3-INEC

Abstract

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.