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Estrategia de gestión de la calidad para mejorar el servicio de atención en el CANU-UTB. 2021
| dc.contributor.advisor | Mendiburu Rojas, Augusto Franklin | |
| dc.contributor.author | Medina Mejía, Cristina Mariana | |
| dc.date.accessioned | 2023-07-11T23:14:15Z | |
| dc.date.available | 2023-07-11T23:14:15Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/14655 | |
| dc.description | This research has shown us that the public administration is currently facing great challenges and challenges, a situation evidenced in the care services that are provided in the different public institutions and that also have outdated administrative management plans. Therefore, the objective was: Propose a quality management strategy to improve the care service at CANU-UTB. 2021. In this sense, the proposed methodology was based on a non-experimental design with an Applied, Mixed and Explanatory type of research, since it sought to present a solution to the problem identified as inadequate care service, where the study population was made up of by 2491 according to a report from the University Admission and Leveling Center (CANU) of the UTB, for the period November 2021 - March 2022 of which, through probabilistic sampling, the sample to be used was determined, which was 182 students. The results showed that there is a poorly developed planning, as well as the evaluation of the management activities carried out by the CANU-UTB servers, bringing with it a limited operational capacity, inadequate infrastructure and little student satisfaction. Concluding that a quality management strategy will help improve the care service at CANU-UTB, the proposal shows a very significant relationship level between the quality management strategy and the care service with a high positive relationship of Rho = 0.868. | es_ES |
| dc.description | This research has shown us that the public administration is currently facing great challenges and challenges, a situation evidenced in the care services that are provided in the different public institutions and that also have outdated administrative management plans. Therefore, the objective was: Propose a quality management strategy to improve the care service at CANU-UTB. 2021. In this sense, the proposed methodology was based on a non-experimental design with an Applied, Mixed and Explanatory type of research, since it sought to present a solution to the problem identified as inadequate care service, where the study population was made up of by 2491 according to a report from the University Admission and Leveling Center (CANU) of the UTB, for the period November 2021 - March 2022 of which, through probabilistic sampling, the sample to be used was determined, which was 182 students. The results showed that there is a poorly developed planning, as well as the evaluation of the management activities carried out by the CANU-UTB servers, bringing with it a limited operational capacity, inadequate infrastructure and little student satisfaction. Concluding that a quality management strategy will help improve the care service at CANU-UTB, the proposal shows a very significant relationship level between the quality management strategy and the care service with a high positive relationship of Rho = 0.868. | es_ES |
| dc.description.abstract | La presente investigación nos ha mostrado que la administración pública en la actualidad se enfrenta a grandes retos y desafíos, situación evidenciada en los servicios de atención que se brindan en las diferentes instituciones públicas y que además cuentan con planes de gestión administrativa desactualizadas. Por lo cual se planteó como objetivo: Proponer una estrategia de gestión de la calidad para mejorar el servicio de atención en el CANU-UTB. 2021. En ese sentido la metodología planteada se basó en un diseño no experimental con un tipo de investigación Aplicada, Mixta y Explicativa, dado que se buscó presentar una solución a la problemática identificada como inadecuado servicio de atención, donde la población de estudio estuvo conformada por 2491 según reporte del Centro de Admisión y Nivelación Universitaria (CANU) de la UTB, para el periodo Noviembre 2021 – Marzo 2022 de la cual a través del muestreo probabilístico de determinó la muestra a emplear que fue de 182 estudiantes. Los resultados mostraron que hay una planificación poco desarrollada, así como la evaluación de las actividades de gestión que realizan los servidores del CANU-UTB, trayendo consigo una limitada capacidad operativa, inadecuada infraestructura y poca satisfacción de los estudiantes. Concluyéndose que una estrategia de gestión de la calidad ayudará a mejorar el servicio de atención en el CANU-UTB, la propuesta muestra un nivel de relación muy significativa entre la estrategia de gestión de la calidad y el servicio de atención con una relación positiva alta de Rho = 0.868. | es_ES |
| dc.format.extent | 73 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2023 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Estrategia | es_ES |
| dc.subject | Gestión de la calidad | es_ES |
| dc.subject | Universidad | es_ES |
| dc.subject | Servicio de atención | es_ES |
| dc.title | Estrategia de gestión de la calidad para mejorar el servicio de atención en el CANU-UTB. 2021 | es_ES |
| dc.type | masterThesis | es_ES |
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