La gestión administrativa y su impacto en la calidad del servicio a los usuarios del registro civil de Babahoyo, periodo 2020. plan de gestión administrativa
This development project is carried out to study the identification of the administrative management process and the impact on the quality of the service in the civil registry of the city of Babahoyo, with the purpose of providing a solution to the quality and warmth of the service, of where its obj...
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| Format: | masterThesis |
| Sprache: | spa |
| Veröffentlicht: |
2021
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| Online Zugang: | https://repositorio.uteq.edu.ec/handle/43000/6347 |
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Tag hinzufügen | Zusammenfassung: | This development project is carried out to study the identification of the administrative management process and the impact on the quality of the service in the civil registry of the city of Babahoyo, with the purpose of providing a solution to the quality and warmth of the service, of where its objective is to evaluate the administrative management and its impact on the quality of the service to the users of the Civil Registry of Babahoyo, period 2020, consequently the specifics are raised, to identify the administrative management process and its functions for the user of the Civil Registry from Babahoyo; diagnose the user satisfaction index in the quality of the service provided by the Babahoyo Civil Registry and prepare an administrative management plan to improve the quality of service to users of the Babahoyo Civil Registry. To achieve these objectives and solve the problems, a descriptive, analytical, explanatory and field research was carried out, which led to a deep, critical and reflective analysis on the object of study; Likewise, a deductive and inductive method was applied that allowed the analysis of the information, to know the variables related to the service; In addition, the research techniques the interview, survey and observation with structured questions that were applied to the users of the institution according to the sample, consequently the respective tabulation and analysis of the results is carried out, which allowed determining the consequences of administrative management and its impact on the quality of service to users of the Babahoyo civil registry. This development project will contribute to solving aspects concerning the quality of the service and to improve the administrative management of the object of study. As results established in the project, the information will allow continuous improvement in the personalized service of the civil registry, allowing the generation of an organizational culture and climate inherent to the service and the administrative part. This research starts from the administrative management in an integral way with the processes to plan, organize and motivate a positive performance for the satisfaction of the users and servers of the institution who are committed and strengthened in the administrative field, fulfilling their vision and mission in the area. of service Keywords: management, quality, service, public, processing, complaints, satisfaction. |
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