Evaluación de la calidad de los servicios a usuarios externos de la dirección de Pesca Industrial de la Subsecretaría de Recursos Pesqueros San Mateo – Manta

The general objective of the research was to evaluate the dimensions of the quality of the services of the Industrial Fishing unit of the Undersecretary of Fishing Resources in San Mateo - Manta, so that with its results actions are proposed that contribute to the increase of the satisfaction of external users. For this purpose, a diagnosis of the entity was carried out, which facilitated obtaining information about the services provided by the DPI; this was done through a visit and the application of an interview to the Director of the aforementioned dependency. Likewise, the application of a quality evaluation model was carried out, which allowed identifying the dimensions with the greatest impact on user satisfaction; for this, the bibliographic review that was used helped in the selection of the SERVQUAL-GAPS 5 model (reliability, responsiveness, assurance, empathy and tangible aspects); subsequently, a survey was applied to officials and users of the DPI, considering the 5 dimensions described above. Finally, based on the results of the first stages, an Organizational Improvement Plan was designed, with the purpose of contributing to the increase in the satisfaction of the institution's users; since, in these, the disagreement of certain users with the services provided by the address was determined; especially, derived from the delay in fulfilling your requests

• Auteur principal: Avellán Zambrano, Jahaira Janeth (author)
• Autres auteurs: Cedeño Cedeño, Karen Mercedes (author)
• Format: masterThesis
• Langue: spa
• Publié: 2022
• Sujets: Servicios públicos; Calidad en los servicios; Modelos de evaluación de calidad; Servicio al cliente; Satisfacción al cliente
• Accès en ligne: http://repositorio.espam.edu.ec/handle/42000/1901