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dc.contributor.authorPazmiño Ruíz, Betty Nereida-
dc.date.accessioned2024-10-18T19:35:36Z-
dc.date.available2024-10-18T19:35:36Z-
dc.date.issued2024-
dc.identifier.citationPazmiño Ruíz, B. N. (2024). Calidad de atención y satisfacción del usuario en el GAD Montecristi. (Tesis de Pregrado). Universidad Laica Eloy Alfaro de Manabí, Manta, Ecuador.es
dc.identifier.urihttps://repositorio.uleam.edu.ec/handle/123456789/5749-
dc.descriptionLa calidad de atención y la satisfacción del usuario son esenciales en los servicios públicos, influenciando la percepción y confianza de los ciudadanos. Este estudio tuvo por objetivo evaluar y mejorar la calidad de atención del usuario en el GAD Montecristi, identificando los factores que influyen en la satisfacción de los usuarios y proponiendo recomendaciones y soluciones efectivas para fortalecer la relación entre el GAD y sus ciudadanos.es
dc.description.abstractService quality and user satisfaction are essential in public services, influencing citizens' perceptions and trust. This study aimed to evaluate and enhance user service quality at GAD Montecristi by identifying factors influencing user satisfaction and proposing effective recommendations and solutions to strengthen the relationship between the GAD and its citizens. Methodology: The research draws on theoretical models by Brady and Cronin (2001) and SERVPERF by Cronin and Taylor (1992), assessing service quality perception and user satisfaction through a structured survey of municipal service users. Dimensions such as staff friendliness, physical environment, service effectiveness, empathy, reliability, safety, and responsiveness were addressed. Results: Significant dissatisfaction was revealed in key areas. 32.5% of users perceived staff friendliness and empathy as very unsatisfactory. Regarding the physical environment, although 43.8% rated it positively, 13.8% expressed dissatisfaction. Service effectiveness and meeting expectations received very unsatisfactory ratings from 41.3% of respondents. In terms of communication and personalized treatment, 20% of users were dissatisfied, while 28.8% found it satisfactory.Dissatisfaction in areas like staff friendliness and service effectiveness suggests the need for significant improvements to enhance user satisfaction. Despite some positive aspects, it is crucial for GAD Montecristi to address these deficiencies to improve citizens' perceptions and trust in its public services.es
dc.language.isoeses
dc.relation.ispartofseriesULEAM-ADM;0218-
dc.subjectSATISFACCIÓN DEL USUARIOes
dc.subjectCALIDAD DEL SERVICIOes
dc.subjectGOBIERNO AUTÓNOMO DESCENTRALIZADOes
dc.subjectMEJORA DE SERVICIOSes
dc.titleCalidad de atención y satisfacción del usuario en el GAD Montecristi.es
dc.typeOtheres
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