La calidad del servicio público en el Ecuador: caso Centro de Atención Universal del IESS del Distrito Metropolitano de Quito 2014 - 2016
The present research analyzes how the face to face interaction between citizenship and street bureaucracy affects the perception that the external client has about the quality of the service provided by a public institution. For this purpose, a case study was carried out at the IESS Universal Care C...
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| Формат: | masterThesis |
| Язык: | spa |
| Опубликовано: |
2017
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| Предметы: | |
| Online-ссылка: | http://repositorio.iaen.edu.ec/handle/24000/5038 |
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Добавить метку | Итог: | The present research analyzes how the face to face interaction between citizenship and street bureaucracy affects the perception that the external client has about the quality of the service provided by a public institution. For this purpose, a case study was carried out at the IESS Universal Care Center in the Metropolitan District of Quito, starting from the hypothesis that the concrete and daily interactions between citizenship and street bureaucracy are directly related to the perception of the quality of the service. To verify this hypothesis, three specific objectives were established, focused on analyzing the concrete and daily interactions between citizenship and street bureaucracy to determine how these affect the quality of the service perceived by the external client. Based on the proposed objectives, it was considered necessary to carry out a mixed descriptive research and to use as research techniques the documentary analysis, observation, survey and interview. |
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