Calidad de atención al usuario en la Municipalidad Distrital de Marco (Marzo a octubre del 2015)
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2022-06-27
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Pontificia Universidad Católica del Perú
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La presente tesis denominada “CALIDAD DE ATENCIÓN AL USUARIO EN LA
MUNICIPALIDAD DISTRITAL DE MARCO”, se elabora con la finalidad de optar
el grado académico de Magister en Gerencia Social de la Pontificia Universidad
Católica del Perú. En ese sentido, se puede definir la calidad como una
apreciación subjetiva del cliente/usuario que adquiere un producto o servicio;
esta apreciación se construye de acuerdo a la satisfacción/insatisfacción que
recibe de los beneficios del producto/servicio. En el marco de esta definición, la
investigación tiene como objetivo conocer la calidad de atención que brinda la
Municipalidad Distrital de Marco al público usuario, identificando los factores
internos que influyen en la calidad de atención y, la percepción del público
usuario residentes en el distrito de Marco; la estrategia metodológica aplicada en
la investigación es la cualitativa y la forma de investigación es el diagnóstico, lo
cual permite obtener resultados claros sobre el problema; conociendo las
características, las condiciones y el contexto en el que se presenta el problema
vinculado a la Gestión Municipal. Los resultados de la investigación nos ha dado
a conocer estas variables (los factores internos y la percepción de los usuarios)
que nos permite también proponer orientaciones, desde la gerencia social, para
mejorar la atención al público que satisfaga a los usuarios y a los mismos
funcionarios, para que finalmente se asuma un compromiso de la Municipalidad
de Marco en la elaboración e implementación de un sistema de atención al
público eficaz y eficiente que trascienda las gestiones municipales venideras,
como parte de su identidad y de su institucionalidad, para su bien y el de toda su
población.
The present thesis entitled "QUALITY OF ATTENTION TO THE USER IN THE DISTRICT MUNICIPALITY OF MARCO", is elaborated with the purpose of opting for the academic degree of Master in Social Management of the Pontificia Universidad Católica del Perú. In this sense, quality can be defined as a subjective appreciation of the client / user who acquires a product or service; this appreciation is built according to the satisfaction / dissatisfaction it receives from the benefits of the product / service. Within the framework of this definition, the research aims to know the quality of care provided by the District Municipality of Marco to the public user, identifying the internal factors that influence the quality of care and the perception of the public user residing in the district. from Marco; the methodological strategy applied in the research is the qualitative and the form of research is the diagnosis, which allows obtaining clear results about the problem; knowing the characteristics, conditions and context in which the problem related to Municipal Management is presented. The results of the research have given us to know these variables (internal factors and users' perception) that also allows us to propose guidelines, from the social management, to improve the attention to the public that satisfies the users and the same officials , so that finally a commitment of the Municipality of Marco is assumed in the elaboration and implementation of an effective and efficient public attention system that transcends the upcoming municipal administrations, as part of its identity and its institutionality, for its good and the of its entire population.
The present thesis entitled "QUALITY OF ATTENTION TO THE USER IN THE DISTRICT MUNICIPALITY OF MARCO", is elaborated with the purpose of opting for the academic degree of Master in Social Management of the Pontificia Universidad Católica del Perú. In this sense, quality can be defined as a subjective appreciation of the client / user who acquires a product or service; this appreciation is built according to the satisfaction / dissatisfaction it receives from the benefits of the product / service. Within the framework of this definition, the research aims to know the quality of care provided by the District Municipality of Marco to the public user, identifying the internal factors that influence the quality of care and the perception of the public user residing in the district. from Marco; the methodological strategy applied in the research is the qualitative and the form of research is the diagnosis, which allows obtaining clear results about the problem; knowing the characteristics, conditions and context in which the problem related to Municipal Management is presented. The results of the research have given us to know these variables (internal factors and users' perception) that also allows us to propose guidelines, from the social management, to improve the attention to the public that satisfies the users and the same officials , so that finally a commitment of the Municipality of Marco is assumed in the elaboration and implementation of an effective and efficient public attention system that transcends the upcoming municipal administrations, as part of its identity and its institutionality, for its good and the of its entire population.
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Servicios al cliente, Municipios--Gobierno y administración--Perú--Junín, Satisfacción del cliente
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