Diagnóstico del clima laboral y su incidencia en la atención al usuario de la Dirección Financiera del GAD Chone período 2021

This research was developed with the objective of diagnosing the work environment and its impact on user service at the Financial Directorate of the Decentralized Autonomous Government in Chone canton (GAD Chone). For its accomplishment, methodologies related to research methods were used and with the support of quali-quantitative techniques such as the interview and the evaluation models of the survey weighted by Likert scales, whose viability was determined through the Cronbach's Alpha test, and a descriptive analysis of the relationship of variables. The results show inconsistencies in the work environment variable in aspects such as the lack of active participation of the different individuals in the work area, lack of training for the employees and scarce socialization of the strategic planning and objective achievements of the department, while the user service variable does not show major inconsistencies in the estimated indicators, however there are parameters within the evaluated dimensions that require certain improvement mechanisms, as for the association of the variables, it was detected that the good organizational climate does not influence and has not allowed improving the quality of service perceived by the users of the institution. If the problems detected were to continue, it would affect the delivery of services to users, which is why it is necessary to implement the improvement actions proposed in this study.

• Autor principal: García Loor, Patricia Valeria (author)
• Altres autors: Loor Loor, Jeniffer Lisseth (author)
• Format: bachelorThesis
• Idioma: spa
• Publicat: 2023
• Matèries: Servicios públicos; Gestión; Calidad de servicios; Plan de mejoras
• Accés en línia: http://repositorio.espam.edu.ec/handle/42000/2052