Calidad de servicios públicos y la satisfacción de los usuarios de la municipalidad distrital de San Luis – Cañete 2022.
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2024-04-03
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Universidad Nacional de Cañete
Abstracto
Esta investigación denominada Calidad de servicios públicos y la satisfacción de los usuarios de la Municipalidad distrital de San Luis de Cañete 2022, expone un tema seleccionado por muchos indagadores en contenido del sector público, sin embargo, la valorización en los resultados contribuye a una mejora continua de la organización, enfocándose en las expectativas de los usuarios y en cumplimiento de las obligaciones como servidores públicos. El planteamiento del problema en general de la investigación aborda en ¿Cuál es la relación entre la calidad de servicios públicos y la satisfacción de los usuarios de la Municipalidad Distrital de San Luis – Cañete?, en el objetivo general en Determinar la relación entre la calidad de servicios públicos y la satisfacción de los usuarios de la Municipalidad Distrital de San Luis – Cañete y la hipótesis general en que la calidad de servicios públicos se relaciona significativamente con la satisfacción de los usuarios de la Municipalidad Distrital de San Luis – Cañete. El estudio se realizó a 382 usuarios de la municipalidad Distrital de San Luis – Cañete, mediante el cuestionario (Instrumento de recolección de datos), que consta de 47 preguntas, siendo 22 preguntas para medir la primera variable que es calidad de servicios públicos, con las 5 dimensiones del Modelo Seryqual; y 25 preguntas para medir la satisfacción de los usuarios con respecto a los servicios públicos; ambas variables con sus respuestas mediante la escala de Likert de 1 a 7. Al final de la investigación se da a conocer los resultados de cada una de sus variables con sus dimensiones, plasmadas en las tablas y figuras, consolidándose los datos obtenidos mediante el instrumento de recolección.
This research called Quality of public services and user satisfaction of the District Municipality of San Luis de Cañete 2022,, exposes a topic selected by many inquirers in content of the public sector, however, the valuation in the results contributes to a continuous improvement of the organization, focusing on the expectations of users and in compliance with obligations as public servants. The approach of the problem in general of the research addresses in What is the relationship between the quality of public services and the satisfaction of the users of the District Municipality of San Luis - Cañete?, in the general objective in Determine the relationship between the quality of public services and the satisfaction of the users of the District Municipality of San Luis - Cañete and the general hypothesis in which the quality of public services is relates significantly to the satisfaction of users of the District Municipality of San Luis – Cañete. The study was conducted on 382 users of the District Municipality of San Luis – Cañete, through the questionnaire (Data Collection Instrument), which consists of 47 questions, being 22 questions to measure the first variable that is quality of public services, with the 5 dimensions of the Seryqual Model; and 25 questions to measure user satisfaction with public services; both variables with their responses using the Likert scale from 1 to 7. At the end of the research, the results of each of its variables are released with their dimensions, reflected in the tables and figures, consolidating the data obtained through the collection instrument.
This research called Quality of public services and user satisfaction of the District Municipality of San Luis de Cañete 2022,, exposes a topic selected by many inquirers in content of the public sector, however, the valuation in the results contributes to a continuous improvement of the organization, focusing on the expectations of users and in compliance with obligations as public servants. The approach of the problem in general of the research addresses in What is the relationship between the quality of public services and the satisfaction of the users of the District Municipality of San Luis - Cañete?, in the general objective in Determine the relationship between the quality of public services and the satisfaction of the users of the District Municipality of San Luis - Cañete and the general hypothesis in which the quality of public services is relates significantly to the satisfaction of users of the District Municipality of San Luis – Cañete. The study was conducted on 382 users of the District Municipality of San Luis – Cañete, through the questionnaire (Data Collection Instrument), which consists of 47 questions, being 22 questions to measure the first variable that is quality of public services, with the 5 dimensions of the Seryqual Model; and 25 questions to measure user satisfaction with public services; both variables with their responses using the Likert scale from 1 to 7. At the end of the research, the results of each of its variables are released with their dimensions, reflected in the tables and figures, consolidating the data obtained through the collection instrument.
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organización, servidores públicos, satisfacción
Citación
Aguilar Chávez, Yajaira Elizett "Calidad de servicios públicos y la satisfacción de los usuarios de la municipalidad distrital de San Luis – Cañete 2022. ", Tesis para optar el grado de Licenciada en Administracion , Escuela de pregrado. Facultad de Administracion. Universidad Nacional de Cañete. Cañete, Perú