Gestión Administrativa Y Su Incidencia En La Atención De Los Usuarios Del Gad Parroquial, La Esperanza Del Cantón Quevedo Año 2023

This study analyzes the administrative management and its impact on the quality of ser- vice provided by the Decentralized Autonomous Government (GAD) of the La Esperanza parish, in Quevedo canton, during 2023. It evaluates how administrative processes affect user satisfaction, identifying limitations and opportunities for improvement. The method- ology combines qualitative and quantitative approaches, using inductive, deductive, ana- lytical, and statistical methods. Data was collected through interviews with officials, user surveys, and direct observation. The results reveal significant deficiencies in the GAD’s administrative management that directly affect service quality. The main causes include lack of trained personnel, work overload, limited digitalization, reliance on manual processes, inadequate infrastructure, and insufficient training. These weaknesses lead to service delays, dissatisfaction with personalized attention, and difficulties accessing digital services, which deteriorate public perception and institutional trust. The study con- cludes that the administrative management is deficient, negatively impacting user service. Citizen perception is mostly unfavorable. To improve, it is recommended to modernize administrative processes through digitalization, strengthen staff training, improve physical and technological infrastructure, and implement an institutional quality management system that promotes efficiency, empathy, and citizen-centered service.

• Autor principal: Zamora Cevallos, Mayerli Denisse (author)
• Formato: masterThesis
• Idioma: spa
• Publicado em: 2025
• Assuntos: Gestión Administrativa; Calidad De Atención; Go- Biernos Autónomos Descentralizados (Gad); Participación Ciu- Dadana.
• Acesso em linha: https://repositorio.uteq.edu.ec/handle/43000/8644