Gestión administrativa y su incidencia en la calidad de los servicios ofertados a los usuarios de la empresa epmapaq, año 2024

This research, entitled "Administrative Management and Its Impact on the Quality of Services Offered to Users of the EPMAPAQ Company, 2024," was conducted at the Quevedo Municipal Public Water and Sewerage Company (EPMAPAQ). The main objective was to analyze the impact of the administrative management of the EPMAPAQ Company on the quality of services offered to users in the Quevedo canton, 2024. The study followed a descriptive approach, using inductive and deductive methods, combined with statistical analysis. An interview was conducted with the manager and administrative coordinator of the public company, and surveys were conducted with the company's users and administrative staff to collect data, complemented by documentary analysis. The target population included users and administrative staff of EPMAPAQ. The sample was selected using a probabilistic method based on the corresponding statistical formula. Among the main findings, it was evident that 77.8% of the staff positively valued the administrative procedures. Internal communication shows only 38.9% approval, and only 16.7% see clear improvement strategies, pointing to qualitative limitations in coordination. Users value reliability (65.7%) and tangibility (50.4%). It is concluded that, despite perceived efficiency and valued reliability, limited technology, poor internal communication, and low empathy reduce overall satisfaction.

• Autor principal: Toro León, Adriana Esther (author)
• Format: masterThesis
• Idioma: spa
• Publicat: 2025
• Matèries: Gestión administrativa; Calidad de servicios; Satisfacción del cliente; sector público
• Accés en línia: https://repositorio.uteq.edu.ec/handle/43000/8708