Estrategia de gestión de la calidad para mejorar el servicio de atención en el CANU-UTB. 2021

This research has shown us that the public administration is currently facing great challenges and challenges, a situation evidenced in the care services that are provided in the different public institutions and that also have outdated administrative management plans. Therefore, the objective was: Propose a quality management strategy to improve the care service at CANU-UTB. 2021. In this sense, the proposed methodology was based on a non-experimental design with an Applied, Mixed and Explanatory type of research, since it sought to present a solution to the problem identified as inadequate care service, where the study population was made up of by 2491 according to a report from the University Admission and Leveling Center (CANU) of the UTB, for the period November 2021 - March 2022 of which, through probabilistic sampling, the sample to be used was determined, which was 182 students. The results showed that there is a poorly developed planning, as well as the evaluation of the management activities carried out by the CANU-UTB servers, bringing with it a limited operational capacity, inadequate infrastructure and little student satisfaction. Concluding that a quality management strategy will help improve the care service at CANU-UTB, the proposal shows a very significant relationship level between the quality management strategy and the care service with a high positive relationship of Rho = 0.868.

• Egile nagusia: Medina Mejía, Cristina Mariana (author)
• Formatua: masterThesis
• Argitaratua: 2023
• Gaiak: Estrategia; Gestión de la calidad; Universidad; Servicio de atención
• Sarrera elektronikoa: http://dspace.utb.edu.ec/handle/49000/14655