Gestión administrativa y calidad del servicio en los contribuyentes de la Municipalidad de Imperial Cañete, 2021
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Date
2023-08-14
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El trabajo de investigación, con titulo “Gestión administrativa y calidad del servicio en los contribuyentes de la Municipalidad distrital de Imperial Cañete, 2021” surgió frente a la observación de las deficiencias y quejas por parte de los administrados (contribuyentes) sobre los servicios que ofrece la entidad edil.
La factibilidad de ejecución del proyecto se circunscribió en la necesidad de conocer esta realidad, y que al ejecutarse, presentaría información valiosa para la Gestión Municipal, que beneficiaria tanto a la imagen institucional como a los usuarios.
En ese sentido, la investigación analizó la “gestión administrativa y su relación con la calidad del servicio”, este problema se relacionó con el entorno social, de tal manera, que se tomó la voz de los contribuyentes de este municipio y cómo estos percibían “la gestión administrativa con la calidad del servicio” que reciben. De tal forma se indentifico como problema general, lo siguiente: “¿Cómo se vincula la gestión administrativa con la calidad del servicio para los contribuyentes de la Municipalidad distrital de Imperial Cañete, 2021?”
La investigación es de enfoque cuantitativo, de tipo basica, nivel correlacional y diseño no experimental, cuyo objetivo principal fue determinaar qué relación existe entre “Gestión administrativa y calidad del servicio de la Municipalidad distrital de Imperial Cañete, 2021.”
El análisis y procesamiento de datos se realizó empleando el programa Excel para generar la base de datos resultante de las encuestas permitiendo de esta manera trasladarlo al paquete estadístico SPSS, el mismo que nos permitió obtener los estadígrafos, cómo tablas gráficos correspondiente a la estadística descriptiva, y para estadística inferencial, se empleó el RHO de Sphearman, para la prueba de correlaciones, para identificar la confiabilidad del instrumento se empleó el Alfa de Crombach.
El instrumento que se empleó es el cuestionario, basado sobre la escala Likert de cinco categorías. Se empleó un solo cuestionario, diseñados para la aplicación a 380 ciudadanos del distrito de Imperial de Cañete de 18 años a 60 años, que conforman la muestra del presente estudio.
Para la confiabilidad del instrumento de medición se realizó una prueba piloto con 20 personas y se empleó el Alfa de Crombach para conocer si el instrumento es válido y para la validez utilizamos la opinión de expertos.
The research work, entitled "Administrative management and service quality in taxpayers of the Imperial Cañete District Municipality, 2021" arose from the observation of deficiencies and complaints by administrators (taxpayers) about the services offered the edile entity. The feasibility of executing the project was limited to the need to know this reality, and that when executed, it would present valuable information for the Municipal Management, which would benefit both the institutional image and the users. In this sense, the investigation analyzed the "administrative management and its relationship with the quality of the service", this problem was related to the social environment, in such a way, that the voice of the taxpayers of this municipality was taken and how they perceived " administrative management with the quality of service” that it receives. In this way, the following is identified as a general problem: "How is administrative management linked to the quality of service for taxpayers of the District Municipality of Imperial Cañete, 2021?" The research is of a quantitative approach, of a basic type, correlational level and non-experimental design, whose main objective was to determine what relationship exists between "Administrative management and service quality of the Imperial Cañete District Municipality, 2021." The analysis and data processing was carried out using the Excel program to generate the database resulting from the surveys, thus managing to transfer it to the SPSS statistical package, the same one that led us to obtain the statisticians, as graphic tables corresponding to the descriptive statistics. , and for inferential statistics, Sphearman's RHO was used, for the correlation test, to identify the reliability of the instrument, Cronbach's Alpha was used. The instrument that was used is the questionnaire, based on the Likert scale of five categories. A single questionnaire was used, designed for application to 380 citizens of the Imperial de Cañete district from 18 to 60 years of age, which conforms to the sample of the present study. For the reliability of the measurement instrument, a pilot test was carried out with 20 people and Cronbach's Alpha was used to find out if the instrument is valid and for validity we used the opinion of experts.
The research work, entitled "Administrative management and service quality in taxpayers of the Imperial Cañete District Municipality, 2021" arose from the observation of deficiencies and complaints by administrators (taxpayers) about the services offered the edile entity. The feasibility of executing the project was limited to the need to know this reality, and that when executed, it would present valuable information for the Municipal Management, which would benefit both the institutional image and the users. In this sense, the investigation analyzed the "administrative management and its relationship with the quality of the service", this problem was related to the social environment, in such a way, that the voice of the taxpayers of this municipality was taken and how they perceived " administrative management with the quality of service” that it receives. In this way, the following is identified as a general problem: "How is administrative management linked to the quality of service for taxpayers of the District Municipality of Imperial Cañete, 2021?" The research is of a quantitative approach, of a basic type, correlational level and non-experimental design, whose main objective was to determine what relationship exists between "Administrative management and service quality of the Imperial Cañete District Municipality, 2021." The analysis and data processing was carried out using the Excel program to generate the database resulting from the surveys, thus managing to transfer it to the SPSS statistical package, the same one that led us to obtain the statisticians, as graphic tables corresponding to the descriptive statistics. , and for inferential statistics, Sphearman's RHO was used, for the correlation test, to identify the reliability of the instrument, Cronbach's Alpha was used. The instrument that was used is the questionnaire, based on the Likert scale of five categories. A single questionnaire was used, designed for application to 380 citizens of the Imperial de Cañete district from 18 to 60 years of age, which conforms to the sample of the present study. For the reliability of the measurement instrument, a pilot test was carried out with 20 people and Cronbach's Alpha was used to find out if the instrument is valid and for validity we used the opinion of experts.
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Keywords
Gestión administrativa, calidad del servicio, municipalidad
Citation
Calagua Cayahuallpa, Bruno Danilo, "Gestión administrativa y calidad del servicio en los contribuyentes de la Municipalidad de Imperial Cañete, 2021", Tesis para optar el grado de Licenciada en Administracion , Escuela de pregrado. Facultad de Administracion. Universidad Nacional de Cañete. Cañete - Perú