Evaluación de la calidad del servicio que brinda el GAD Municipal del cantón San Vicente dentro del área de turismo
The quality of service is related to the competitiveness of organizations. Competitiveness can be found in different ways. For this reason, the purpose of this research is to evaluate the quality of the service perceived by the users of the GAD San Vicente in the area of Tourism so that it contribut...
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| Formato: | masterThesis |
| Lenguaje: | spa |
| Publicado: |
2022
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| Acceso en línea: | http://repositorio.espam.edu.ec/handle/42000/1906 |
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Agregar Etiqueta | Sumario: | The quality of service is related to the competitiveness of organizations. Competitiveness can be found in different ways. For this reason, the purpose of this research is to evaluate the quality of the service perceived by the users of the GAD San Vicente in the area of Tourism so that it contributes to the improvement of institutional processes through an improvement plan; where an identification of the state of the art on the relationship between user satisfaction and service quality in public management was first carried out, through theoretical and field review. Then, the selection of the service quality evaluation model was carried out, such as SERVQUAL; where an interview was applied to the officials who indicated that no training was carried out on the quality and satisfaction of the service, they also indicated to improve the physical facilities and the location of the offices of the Tourism area since they are distant from the city center; in the same way, surveys will be applied to external users to the conditions of the study through the five quality dimensions of the SERVQUAL model, who indicated being dissatisfied with the quality of the service and the waiting time for each procedure they carry out, among others. Finally, with each of the results of the investigation, it will be repaired to design an improvement plan detailing what will be determined by conducting training and periodic evaluations of officials, implementing technological resources to speed up each of the user procedures. |
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