Percepción de la calidad de atención al usuario y su incidencia en la satisfacción de los contribuyentes de la municipalidad de Buena Fe, año 2023.

The quality of service and customer service are crucial indicators, as they make it possible to identify opportunities for improvement based on user perception. That is why the objective of this research is focused on evaluating the quality components, as well as the interaction of the website and how it affects the satisfaction of the user of the Municipal Decentralized Autonomous Government (GAD) of Good Faith. This study implemented a methodology based on user perception. Data collection was carried out through structured surveys, for which a Likert scale questionnaire was used as a tool using the SERVPERF model as a reference, the survey was applied to a random sample of 382 users, making use of the methods of inductive analysis to understand the perceptions of users and deductive methods to evaluate the information according to the predefined components of quality of service. The use of synthesis and analysis methods allowed the consolidation, comprehension and effective presentation of the results obtained, these findings highlight that 13.9% of the surveyed sample knows and uses the municipal website, regarding the quality of the service the results of the dimensions evaluated were: physical evidence with an average perception of 40%, Reliability with average perception of 39.79%, responsiveness, security and empathy with high perception of 58.38%, 68% and 61.26% respectively, these results are directly related to the high satisfaction that 64.92% of respondents say they feel. These results revealed that, despite an acceptable positive evaluation of the quality of the service, challenges were identified in the dissemination of the use of the website and the lack of development of the website, so that it allows the performance of online procedures. In addition, the results of areas such as reliability and tangible elements suggest the need to apply improvement strategies in the fulfillment of the promise of service provision, and the remodeling of physical facilities, in such a way that a visually attractive and welcoming environment is projected for users.

• 1. autor: Quezada Valladares, Flor María (author)
• Format: masterThesis
• Język: spa
• Wydane: 2023
• Hasła przedmiotowe: Calidad Del Servicio; Percepción; Satisfacción; Sitio Web; Municipalidad; Usuarios
• Dostęp online: https://repositorio.uteq.edu.ec/handle/43000/7520