Calidad de servicios en la notaría del cantón Vinces durante el periodo 2024.
| dc.contributor.advisor | Onofre Zapata, Viviana Del Roció | |
| dc.contributor.author | Leal Rodríguez, Pamela Nicole | |
| dc.date.accessioned | 2025-04-30T16:50:26Z | |
| dc.date.available | 2025-04-30T16:50:26Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18120 | |
| dc.description | The purpose of this paper is to analyze the quality of the services offered at the Notary Office of Vinces during the period 2024, in order to identify areas for improvement and propose strategies to optimize customer service; for this purpose, a mixed methodology was used, which combines quantitative and qualitative methods, with the purpose of obtaining precise information on the current state of service quality and to base the development of improvement strategies based on the results obtained. For this investigation, two instruments were used, which are: a survey made up of ten questions, as well as a separate questionnaire made up of eight questions, which were applied to members who make up the notary and to Dr. Rubén Carrasco Muñoz, who is in charge of managing the notary; Digital platforms were used to prepare the survey through Google Forms, this allowed for more efficient and much faster data collection. The reflected data was processed and analyzed through the use of Office tools, which helped its interpretation in a simpler way. The population studied is made up of users who go to the Notary Office of the Canton Vinces, a total of 2,500 people are estimated to be served, to establish a finite population a sample of 120 people was used. The data revealed that a total of 60% of the people surveyed noted deficiencies in the quality of the process and the information they provide. It is mentioned that the waiting time is long and that communication with the personnel who work within the entity could improve. To this end, the implementation of strategies that improve the quality of the service offered, reducing waiting time, adequate staff training, among other issues, is recommended. It is suggested that the creation of a digital platform be included that facilitates the management of appointment scheduling and consultations, as well as the implementation of technological tools that serve to promote the transparency and fluidity of services. | es_ES |
| dc.description | The purpose of this paper is to analyze the quality of the services offered at the Notary Office of Vinces during the period 2024, in order to identify areas for improvement and propose strategies to optimize customer service; for this purpose, a mixed methodology was used, which combines quantitative and qualitative methods, with the purpose of obtaining precise information on the current state of service quality and to base the development of improvement strategies based on the results obtained. For this investigation, two instruments were used, which are: a survey made up of ten questions, as well as a separate questionnaire made up of eight questions, which were applied to members who make up the notary and to Dr. Rubén Carrasco Muñoz, who is in charge of managing the notary; Digital platforms were used to prepare the survey through Google Forms, this allowed for more efficient and much faster data collection. The reflected data was processed and analyzed through the use of Office tools, which helped its interpretation in a simpler way. The population studied is made up of users who go to the Notary Office of the Canton Vinces, a total of 2,500 people are estimated to be served, to establish a finite population a sample of 120 people was used. The data revealed that a total of 60% of the people surveyed noted deficiencies in the quality of the process and the information they provide. It is mentioned that the waiting time is long and that communication with the personnel who work within the entity could improve. To this end, the implementation of strategies that improve the quality of the service offered, reducing waiting time, adequate staff training, among other issues, is recommended. It is suggested that the creation of a digital platform be included that facilitates the management of appointment scheduling and consultations, as well as the implementation of technological tools that serve to promote the transparency and fluidity of services. | es_ES |
| dc.description.abstract | El presente trabajo tiene como objetivo analizar la calidad de los servicios ofrecidos en la Notaría de Vinces durante el periodo 2024, con el fin de identificar áreas de mejora y proponer estrategias que optimicen la atención al público; para ello, se utilizó una metodología mixta, que combina métodos cuantitativos y cualitativos, con el propósito de obtener información precisa sobre el estado actual de la calidad del servicio y fundamentar el desarrollo de estrategias de mejora basadas en los resultados obtenidos. Para la presente investigación se utilizaron dos instrumentos, los cuales son: una encuesta conformada por diez preguntas, así como un cuestionario aparte conformado por ocho preguntas, los mismo fueron aplicados a miembros que conforman la notaría y al Dr. Rubén Carrasco Muñoz, el cual es está encargado de la gestión de la notaría; se utilizaron plataformas digitales para la elaboración de la encuesta a través de Google Forms, esto permitió una recolección de datos más eficiente y mucho más rápida. Los datos reflejados fueron procesados y analizados mediante el uso de las herramientas Office, lo que ayudó a su interpretación de una manera más sencilla. La población estudiada está constituida por usuarios que acuden a la Notaría del Cantón Vinces, se estima un total de 2.500 personas atendidas, para establecer una población finita se utilizó una muestra de 120 personas. Los datos revelaron que un total del 60% de las personas encuestadas notaron deficiencias en la calidad del proceso y la información que otorgan. Se menciona que el tiempo de espera es largo y que la comunicación con el personal que labora dentro de la entidad podría mejorar. Para ello, se recomienda la implementación de estrategias que mejoren la calidad del servicio ofrecido, reduciendo el tiempo de espera, la capacitación adecuada del personal entre otros temas. Se sugiere que se incluya la creación de una plataforma digital que facilite la gestión de agendamientos de citas y consultas, así como la implementación de herramientas tecnológicas que sirvan para promover la transparencia y fluidez de los servicios. | es_ES |
| dc.format.extent | 47 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2025 | es_ES |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
| dc.subject | Calidad de servicio | es_ES |
| dc.subject | Atención al cliente | es_ES |
| dc.subject | Tiempos de espera | es_ES |
| dc.subject | Procesos notariales | es_ES |
| dc.subject | Mejora continua | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Calidad de servicios en la notaría del cantón Vinces durante el periodo 2024. | es_ES |
| dc.type | bachelorThesis | es_ES |
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