Gestión de los servicios públicos y su repercusión en la satisfacción de los usuarios externos del gobierno autónomo descentralizado municipal del Cantón Mocache, año 2023

The purpose of this research is to identify the difficulties faced by external users of the Decentralized Autonomous Municipal Government of Mocache Canton, with the goal of achieving more efficient resource management and improving the quality of public services. An institutional diagnosis is conducted to understand the current status and formulate the study variables. The main objective is to evaluate the management of public services and their impact on user satisfaction during 2023. The methodology employed is descriptive, with a mixed approach that combines qualitative and quantitative elements. Inductive, deductive, and historical methods are applied. Data collection involves surveys addressed to the mayor of the canton, interviews with external users, and a SWOT analysis. The collected data is processed using tools such as Excel and SPSS. The results reveal that 58% of citizens are satisfied with the services, while 30% express dissatisfaction. A moderate level of knowledge is identified among officials when responding to requests and resolving doubts. Furthermore, 41% of respondents consider wait times reasonable, which highlights deficiencies in speed, efficiency, and quality of service. The conclusion is that it is necessary to strengthen staff training, standardize internal processes, establish responsibilities and service times, and implement improvements in digital citizen service channels to improve service quality and user satisfaction.

• Main Author: Barrezueta Veloz, Mariuxi Elsa (author)
• Format: masterThesis
• Language: spa
• Published: 2025
• Subjects: Gestión Calidad; Rotación De Personal; Desarrollo Sostenible; Calidad Servicios
• Online Access: https://repositorio.uteq.edu.ec/handle/43000/8685