Ciencias Administrativas

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Calidad de servicio y satisfacción del cliente en la Unidad de Matriculación de la Dirección de Tránsito Transporte y Movilidad del Gobierno Autónomo Descentralizado Municipalidad de Ambato
(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Administración Pública., 2020-10) Gancino Vergara, Sandy Macarena; Santamaría Díaz, Edwin César
La calidad de los servicios públicos es un tema que ha adquirido especial relevancia en los últimos años y son varios los países, en particular, de América Latina, que han comenzado a desarrollar esfuerzos encaminados a atender progresivas necesidades y expectativas de la ciudadanía. La República de Ecuador no está al margen de estos esfuerzos y en la última versión del Plan Nacional del Buen Vivir 2013-2017 se establece, entre sus políticas la de “garantizar servicios públicos de calidad con calidez”. El estudio realizado en la Unidad de Matriculación de la Dirección de Tránsito Transporte y Movilidad del Gobierno Autónomo Descentralizado Municipalidad de Ambato, se fundamenta principalmente en el modelo American Consumer Satisfaction Model Index (ACSI), el cual ha permitido diagnosticar la situación actual de la calidad de los servicios públicos, mediante la utilización de seis dimensiones exógenas (expectativas del cliente, calidad percibida, valor percibido, satisfacción del cliente, reclamos y lealtad), cabe mencionar que, se desarrolló un cuestionario compuesto de 16 preguntas las cuales tuvieron un índice de confiabilidad por Alfa de Cronbach de 0.903. De manera general, se evidenciaron resultados negativos de los usuarios consultados (379), expresados de la siguiente manera: baja relación entre las expectativas y tiempo de atención a los ciudadanos; inadecuada accesibilidad en términos de inclusión; déficit en la entrega de información por parte de los servidores públicos y bajo nivel de profesionalismo; el sitio web no es utilizado adecuadamente; insatisfacción sobre la calidad de los servicios públicos recibidos e incumplimiento de las expectativas ciudadanas. Una vez determinada la problemática, la correlación de Pearson direcciona los resultados principalmente a las quejas de los ciudadanos. De esta manera, se evidencia una problemática de gestión administrativa en el Municipio de Ambato, surgiendo la necesidad de instaurar la filosofía y estrategias de la calidad para mejorar la prestación de los servicios públicos a la ciudadanía.
“Creación de espacios de descanso turísticos accesibles para personas con discapacidad".
(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Carrera de Marketing y Gestión de Negocios., 2016-12) Tufiño Murillo, Brenda Carolina; Altamirano Analuisa, Danilo Javier
The present entrepreneurship project consists of the creation of tourist spaces of rest accessible for persons with disability in the city of Baños de Agua Santa. Its purpose is to offer accommodation service to the tourists; the facilities will be distributed in four mini departments that will be provided with sure and comfortable suitable spaces, the entire construction area is 300 meters ². The tourist sector looks for the innovation and the incorporation of new segments of market like part of the change of the productive counterfoil that it encourages to the business creation. In this sense, the persons with disability will turn out to be benefited with this project, since they will have a space of accessible tourist rest. This initiative frames in the targets of the National Plan of the Good one to Live (PNBV) that they protect the equality, the inclusion and the interculturality. The market research reflects that the demand is of 83 % which authorized for the development of the studies of practicality. As regards the financing of the project it was considered to be two sources: the first one, with proper funds that it corresponds to 90.54 % and the second one across a bank credit that represents 9.46% of the whole of the investment. This enterprising initiative that forms the creation of tourist spaces of rest accessible for persons with disability, will allow to offer an inclusive, suitable tourist service and insurance faced to the rest and the relaxation.
Deportes Extremos para Discapacitados en base al Turismo Accesible en la ciudad de Baños de Agua Santa
(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Carrera Organización de Empresas, 2017-04) Miranda Amán, Henry Fernando; Santamaría Díaz, Edwin César
The present study examines the existing reception for the tourist service extreme sports for the disabled based on accessible tourism which seeks that all people can enjoy them safely and reliably. Having as main problem the little accessibility that currently exists in this medium for people with disabilities when performing extreme sports. The services to offer are comprised of canopy, crazy ball swing, bridge jump and rafting, these are the most popular sports currently enjoyed by tourists when visiting the parish of Rio Blanco. Tourism generates a new alternative and favorable option, which provides a few benefits and will help in its socio-economic and tourism development. Through a financial study, the following results were obtained: a VAN of $ 266,208.47, a TIR of $ 50.62%, a R C / B of $ 19.70 and a PRI of 4 months and 6 days. With this study, it was possible to determine that there is sufficient demand in the province and in the country of persons with physical disabilities who are in favor of the existence of a tour operator to which they can go to perform unique sports that give them fun and adrenaline Include them
Diagnóstico de la calidad de atención médica y su incidencia en la satisfacción del paciente en el Centro de Salud Quero en consulta externa.
(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud, 2016) Valle Galarza, Edisson Geovanny; Mejía Vayas, Carlos Vinicio
This research aims to analyze the quality of medical care in the outpatient service Quero Health Center regarding patient satisfaction. We talk about the importance of the National Plan for Good Living as a tool designed to create public policy with management and public investment. It is also mentioned on the MAIS which is the model of comprehensive health care and constitutes a set of policies, strategies, guidelines and tools focused on Family, Community and Intercultural health complementing, organizes and decongest the National Health System. It also focuses on provision and quality of health services is the department in charge within the Ministry of Public Health to monitor and track all processes in health are made with quality in patient welfare. Regarding the experimental part of the degree of satisfaction it is analyzed in relation to the mode of attention. With this research is to improve the institutional image of Quero Health Centre through the welfare of the external user. Through satisfaction surveys was observed and analyzed the most important factors affecting the quality of health care among them are: waiting times, treatment, infrastructure, explanation, etc. which directly they influenced the patient satisfaction. With this background it is concluded that there are several aspects to correct highlighting as a fundamental part in the quality of care the patient-physician to do a guide to improve the quality of care following key points and fundamental as proposed dialogue: trust, empathy, humanity, openness and respect. Finally, a guide aims to improve the quality of health care which includes monthly monitoring reflected the degree of care, ongoing training that will allow updating and strengthening the knowledge of physicians and respect and equal promoted in the deal . With the implementation of this Guide seeks to correct and give quality care to patients Quero Health Center.