Clima organizacional y la atención al usuario en el gobierno autónomo descentralizado municipal del cantón Latacunga

The objective of the research was to analyze the organizational environment and attention to user in the Municipal GAD of the Latacunga canton, through the analysis and exploration of the elements perceived by the collaborators of the institution. As well as the observation in the attention to the users of the services that the GAD offers to the citizenship, during the period October 2021, June 2022. It is necessary to establish the need to raise in this public service institution a continuous improvement plan in order to cover the user requirements in order to achieve: a good level of sensitivity, willingness to collaborate, attention generating contact and trust between the institution and the username. A qualitative research was used, with a descriptive approach. Two types were applied of surveys, one, through the Sonia Palma Organizational Environment Scale instrument Carrillo CL-SP (2004) in combination with a Likert scale, under the dimensions: self-realization, labor involvement, supervision, communication and labor condition, to measure the organizational environment of the municipal collaborators, and the other survey, to the users based on the SERVQUAL Model of Parasuraman, Berry and Zeithaml with the dimensions: tangible elements, reliability, responsiveness, security and empathy. With the weighting obtained from the analysis of results, it was shown that the working conditions of the collaborators of the Municipal GAD are unfavorable, since there are no activities that improve their organizational and personal environment. Also, they do not feel that the institution gives them the facilities for emotional progress, so it does not generate positive results and this is reflected in the poor attention to the user. Through research, it was determined to develop an improvement plan for the institution to optimize its image and communication, both internal as external. The benefits to be obtained from the improvement plan are: improve the peer relationships, have effective communication, contribute to the formation of leaders and directors, stimulate positive attitudes, strengthen the project of personal life, professional and institutional that is reflected in good customer service.

• Autore principale: Herrera Sigui, Mónica Silvana (author)
• Natura: bachelorThesis
• Lingua: spa
• Pubblicazione: 2022
• Soggetti: CLIMA ORGANIZACIONAL; ATENCIÓN AL USUARIO; COLABORADORES; PLAN DE MEJORAS; SECRETARIADO EJECUTIVO
• Accesso online: http://repositorio.utc.edu.ec/handle/27000/9205