Centro de Posgrados

URI permanente para esta comunidadhttp://repositorio.uta.edu.ec/handle/123456789/1211

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2022 - 20253

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Tipo de acceso: Acceso abiertoTema: search.filters.subject.SATISFACCIÓN DEL CLIENTE

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  • Miniatura
    Item type:Ítem,
    Mejora continua de los medios de pagos digitales en la Cooperativa Chibuleo Ltda
    (2025-04-30)
    Machado Yánez Rodin Renán
    ;
    Jiménez Castro Wilson Fernando
    The convergence of technology and digital platforms has impacted the financial sector, requiring financial institutions to improve their payment methods and maintain a competitive advantage while ensuring customer security. Therefore, the general objective of this research is to explain the continuous improvement in the digital payment methods of the Chibuleo Savings and Credit Cooperative Ltda., a financial institution that contributes to the financial inclusion of its members and society in general. The methodology was characterized by a descriptive-correlational, non-experimental research, with a mixed approach, using a survey directed to 383 members and clients of the institution and an interview with 10 people who work in the area of electronic channels and payment methods. As a result, it was found that there were several areas that needed improvement, such as better integration of new technologies, better security measures in digital transactions and the need for training for both users and staff. Furthermore, the importance of designing a successful communication plan was recognized as a means of encouraging cooperative members to adopt digital means, as they still rely on traditional payment methods. For this reason, a continuous improvement plan was developed, which was based on the findings and focused on three key pillars: technological updating, training and security. The strategy covers the establishment of new digital payment systems, the reinforcement of the current technological infrastructure and the implementation of a continuous training program for employees and partners. As conclusions, it is noted that the continuous improvement in the digital payment methods of the Chibuleo Savings and Credit Cooperative Ltda. focuses on constantly optimizing the experience of its users, responding to their changing needs and the technological demands of the market. This process involves regularly evaluating and updating the security, speed and ease of use of the payment platforms, in addition to improving communication and customer support to ensure a reliable and satisfactory experience.
  • Miniatura
    Item type:Ítem,
    Manejo de las dimensiones del modelo servqual para la gestión de la calidad del servicio público en los gobiernos autónomos descentralizados.
    (2024-02)
    Miranda Gavilánez, Segundo Aníbal
    ;
    Montenegro Ramírez, Arturo Fernando
    Actualmente la sociedad cada día es más consciente, lo que ha traído oportunidades a las entidades públicas, y con la acumulación de este conocimiento, los ciudadanos ya no se conforman con servicios que no cubren sus expectativas y por ende exigen mejor calidad en los servicios que brindan las entidades públicas. Por esta razón, se plantea el tema “Manejo de las dimensiones del modelo SERVQUAL para la gestión de la calidad del servicio público en gobiernos autónomos descentralizados”, los conceptos de administración pública y calidad en sí mismos indican el desarrollo de mejora continua del estado para aumentar la satisfacción de los usuarios, el objetivo es, analizar las dimensiones de calidad en el servicio público del GAD de Mocha y su incidencia en la satisfacción del usuario. La metodología es de tipo exploratoria, también sigue un enfoque cuantitativo porque el uso del cuestionario SERVQUAL proporciona resultados cuantificables, el alcance es descriptivo, porque se encarga de determinar las características de la población que se estudia respecto al tema investigado, la muestra estuvo integrada por 65 empleados y 284 usuarios del GAD de xii Mocha. Los resultados revelan que surge una buena opinión de parte de los empleados, que implica una autoevaluación sobre la imagen que proyectan como parte de la entidad pública, la fiabilidad, según los usuarios, contradice la autoevaluación del grupo de empleados de Mocha GAD, pues cuenta con importantes grupos de encuestados que creen que en realidad los funcionarios no están dispuestos a cumplir con los usuarios de la parroquia y rara vez buscan soluciones en el tiempo requerido. Se concluye, que la calidad del servicio debe darse a través de un enfoque de procesos y mejora continuos; porque, las brechas en la insatisfacción de los clientes se deben principalmente a que sienten que no se han cumplido sus expectativas.
  • Miniatura
    Item type:Ítem,
    La estructura organizacional y su relación con la calidad de servicio en la Coordinación Zonal 3-INEC
    (Universidad Técnica de Ambato. Dirección de Posgrado. Maestría en Dirección de Empresas, 2022-10-20)
    Velastegui Villarreal, Mónica Cecilia
    ;
    Abril Flores, Jorge Francisco
    This research was developed with the objective of analyzing the organizational structure and its influence on the quality of service of the Zonal Coordination 3-INEC in Tungurahua, with the application of good administrative practices. This is due to the fact that the institution is obliged to maintain a solid and effective structure to meet the demands of customers and obtain adequate compliance with objectives and goals. To achieve this purpose, a study with a mixed approach, descriptive and non-experimental design was proposed adequate result of the maximum satisfaction of quality in the client. In addition, the sample was composed of two groups, on the one hand, the employees of the Zonal Coordination 3 of INEC of Tungurahua, since they are the ones who know the organizational structure of the company, and have the continuous dealings with customers; tools that define the functions of each member within the organization, as well as the relationship between departments they also know all the aspects and characteristics of the organization. And, on the other hand, the users of the Zonal Coordination 3 of INEC Tungurahua, since they are the ones who receive the service and therefore are the ones who are in a position to evaluate the quality of the service they receive. A survey was applied to both samples. Thus, it is expected to prove that the organizational structure does have an impact on improving the quality of service in the Zonal Coordination 3-INEC in Tungurahua users of statistical data, based on the application of good administrative practices demonstrated through a bibliographical and field study together with the application of surveys validated by university teachers and the respective descriptive analysis.