Propuesta de mejoras en la atención al usuario del departamento de recaudaciones del Gobierno Autónomo Descentralizado del cantón San Felipe de Oña, 2022
This research work was carried out with the main purpose of improving the deficient attention and integral services provided by the collection department. For the purposes of this research, the general objective was to develop a user service improvement plan for the collection department of the Dece...
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| Format: | bachelorThesis |
| Jezik: | spa |
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2023
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| Online dostop: | https://dspace.unl.edu.ec/jspui/handle/123456789/28560 |
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Označite | Izvleček: | This research work was carried out with the main purpose of improving the deficient attention and integral services provided by the collection department. For the purposes of this research, the general objective was to develop a user service improvement plan for the collection department of the Decentralized Autonomous Government of the State of San Felipe de Oña, and the specific objectives were to diagnose the current situation of the collection department and determine optimization strategies through the proposal of an improvement plan to strengthen user service activities. In order to meet the research objectives, different methods were used, such as deductive, analytical-descriptive and synthetic, within a mixed approach, supported by a non-experimental action research design. In addition, the SWOT tool was used to determine the current situation and develop strategies for continuous improvement. To effectively and efficiently obtain users' perception of quality, the SERVPERF model was applied, which consists of five dimensions: tangible elements, responsiveness, safety, reliability and empathy. The results revealed that the dimension that had the greatest impact on users is empathy, with an average of 3.59%. Regarding the overall perception of quality of services, a Likert scale was used to effectively and efficiently evaluate the users' opinions. The final result indicated that the overall perception of the quality of services was 2.20%, which reflects a very low perception on the part of users regarding the services offered by the collection department. Finally, it was concluded that the implementation of the improvement plan for user services will contribute to the process of improving the services of the unit under study, allowing the provision of efficient and high quality services. |
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