Atención a los usuarios del Gobierno Autónomo Descentralizado Parroquial Rural de San Juan de Juana de Oro, periodo 2024.
| dc.contributor.advisor | Carrasco Echeverria, Gina Maribel | |
| dc.contributor.author | Salcedo Espinoza, Isabel María | |
| dc.date.accessioned | 2025-05-03T00:09:17Z | |
| dc.date.available | 2025-05-03T00:09:17Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18178 | |
| dc.description | The case study entitled: Customer Service for the Decentralized Autonomous Government of San Juan de Juana de Oro, period 2024. Its general objective is to evaluate the quality of customer service provided to the community by public servants and its impact on citizen satisfaction, using tools and techniques such as interviews and surveys in order to ensure efficient customer service by establishing resolutions for the lack of staff training, errors in the management of information in key areas, poor internal communication, misinformation on procedures and regulations, and also shows a deficiency in a comprehensive monitoring system within customer service. The quantitative and qualitative method was used to obtain the number of respondents, a finite sample was applied, which resulted in 373 users. In addition, various theoretical foundations have been analyzed to help understand the subject, in turn, an interview has been implemented for the responsible authority and a survey for users, which facilitated the obtaining of information and facilitated the identification of processes that need to be improved; It is recommended that ongoing staff training programs be developed to strengthen knowledge, skills and attitudes, ensuring efficient and quality care. In this regard, it is suggested that the “Rural Parish Autonomous Decentralized Government of San Juan” take advantage of the information collected in this case study. | es_ES |
| dc.description | The case study entitled: Customer Service for the Decentralized Autonomous Government of San Juan de Juana de Oro, period 2024. Its general objective is to evaluate the quality of customer service provided to the community by public servants and its impact on citizen satisfaction, using tools and techniques such as interviews and surveys in order to ensure efficient customer service by establishing resolutions for the lack of staff training, errors in the management of information in key areas, poor internal communication, misinformation on procedures and regulations, and also shows a deficiency in a comprehensive monitoring system within customer service. The quantitative and qualitative method was used to obtain the number of respondents, a finite sample was applied, which resulted in 373 users. In addition, various theoretical foundations have been analyzed to help understand the subject, in turn, an interview has been implemented for the responsible authority and a survey for users, which facilitated the obtaining of information and facilitated the identification of processes that need to be improved; It is recommended that ongoing staff training programs be developed to strengthen knowledge, skills and attitudes, ensuring efficient and quality care. In this regard, it is suggested that the “Rural Parish Autonomous Decentralized Government of San Juan” take advantage of the information collected in this case study. | es_ES |
| dc.description.abstract | El estudio de caso titulado: Atención a los Usuarios del Gobierno Autónomo Descentralizado Parroquial Rural de San Juan de Juana de Oro, periodo 2024. Tiene como objetivo general, evaluar la calidad de atención brindada a la comunidad por los servidores públicos y su impacto en la satisfacción ciudadana, utilizando herramientas y técnicas como entrevista y encuesta con el fin de garantizar la atención eficiente estableciendo resoluciones para la falta de capacitación al personal, errores en la gestión de información en áreas claves, escasa comunicación interna, desinformación de los procedimientos y normativas, también se visualiza deficiencia de un sistema integral de monitoreo dentro de la atención a los usuarios. Se utilizó el método cuantitativo y cualitativo para obtener el número de encuestados se aplicó la muestra finita del cual se obtuvo como resultado de 373 usuarios. Además, se ha analizado diversos fundamentos teóricos que ayuden a la compresión del tema, a su vez, se ha implementado una entrevista destinada a la autoridad responsable y una encuesta dirigida a los usuarios, lo que facilitó la obtención de información y facilito la identificación de procesos que tiene que mejorar; se recomienda desarrollar programas de capacitación constante del personal para fortalecer el conocimiento, habilidades y actitudes, garantizando una atención eficiente y de calidad. En este sentido, se sugiere al “Gobierno Autónomo Descentralizado Parroquial Rural de San Juan” que aproveche la información recopilada en el presente estudio de caso. | es_ES |
| dc.format.extent | 43 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 | Atención al Usuario | es_ES |
| dc.subject | Calidad de Servicio | es_ES |
| dc.subject | Satisfacción | es_ES |
| dc.subject | Incidencia | es_ES |
| dc.subject | Evaluación | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Atención a los usuarios del Gobierno Autónomo Descentralizado Parroquial Rural de San Juan de Juana de Oro, periodo 2024. | es_ES |
| dc.type | bachelorThesis | es_ES |
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