La atención al usuario y su incidencia en la imagen institucional de la Gobernación de la Provincia de Los Ríos, 2021

 

Authors

Torres Toapanta, Kenny Alfonso

Format

MasterThesis

Status

publishedVersion

Description

The attention to the users is considered one of the main factors for the development of an organization and in a certain way to have acceptance, for that reason the present investigation had the purpose of determining the way in which the attention to the user affects the institutional image. in the Government of the Province of Los Ríos in the year 2021. For this, a methodology was obtained with an experimental design, of a descriptive, applied and explanatory type. Its sample consisted of 149 users who come to receive the services offered by the institution, as a technique the survey was extracted with optional questions according to the Likert Scale. Given this, the results were that the majority of users agreed that the government handles care protocols that can be improved, if they provide time to understand the user's needs, in addition to that they handle publicity about the information of the users. services they offer, however, a low significant connection of 0.938 where p<0.01 is shown; that is, attention to users does not have a major impact on the institutional image that the Government of Los Ríos presents, although improving service strategies could be taken into account, so that they are more optimal and effective.
The attention to the users is considered one of the main factors for the development of an organization and in a certain way to have acceptance, for that reason the present investigation had the purpose of determining the way in which the attention to the user affects the institutional image. in the Government of the Province of Los Ríos in the year 2021. For this, a methodology was obtained with an experimental design, of a descriptive, applied and explanatory type. Its sample consisted of 149 users who come to receive the services offered by the institution, as a technique the survey was extracted with optional questions according to the Likert Scale. Given this, the results were that the majority of users agreed that the government handles care protocols that can be improved, if they provide time to understand the user's needs, in addition to that they handle publicity about the information of the users. services they offer, however, a low significant connection of 0.938 where p<0.01 is shown; that is, attention to users does not have a major impact on the institutional image that the Government of Los Ríos presents, although improving service strategies could be taken into account, so that they are more optimal and effective.
La atención a los usuarios se considera uno de los factores primordiales para el desenvolvimiento de una organización y para de cierta forma tener aceptación, por esa razón la investigación presente tuvo como fin determinar la forma en el que la atención al usuario incide en la imagen institucional en la Gobernación de la Provincia de los Ríos en el año 2021. Para ello se utilizó una metodología con diseño experimental, de tipo descriptiva, aplicada y explicativa. Su muestra estuvo conformada por 149 usuarios que acuden a recibir los servicios que ofrece la institución, como técnica se utilizó la encuesta con preguntas opcionales conforma a la Escala de Likert. Dado a eso, se tuvo como resultados que la mayoría de los usuarios estuvieron de acuerdo en que la gobernación maneja protocolos de atención que deberían ser mejorados, si brindan tiempo para comprender las necesidades del usuario, además de ello manejan publicidad sobre la información de los servicios que ofrecen, en ese sentido, entre las variables atención al usuario e imagen institucional se mostró una correlación significativa alta de 0,938 donde p<0,01; es decir, que la atención a los usuarios si incide en la imagen institucional que la Gobernación de Los Ríos presenta, aunque si se deberían tomar en cuenta mejorar la estrategias de servicio, para que sean más óptimos y eficaces.

Publication Year

2023

Language

Topic

Atención al usuario
Imagen institucional
Calidad de servicio

Repository

Repositorio Universidad Técnica de Babahoyo

Get full text

http://dspace.utb.edu.ec/handle/49000/14681

Rights

openAccess

License

Atribución-NoComercial-SinDerivadas 3.0 Ecuador