Gestión del talento humano y la calidad de servicios en el Ministerio del Ambiente Sede Provincia de Napo

Abstract

Human talent has increasingly become visible in public entities, linked to the importance of providing citizens with services with quality and warmth. The present investigation is based on the study of Hunan Talent Management and the quality of services, in the Ministry of the Environment, Napo Province, because of its nature as a public entity, its main business name is to provide service to users who live in the cantons that make up the province of Napo in the environmental management competition. The research work has an emphasis on generating improvement strategies in the quality of service to the user based on a human talent management model whose research focus is qualitative- quantitative. The main contribution is part of the bibliographic information that contributes with important concepts, similar works and research based on quality and service. As a data collection technique and surveys were applies to 86 servers of the Ministry of the Environment, province of Napo, corresponding to one hundred percent of its personnel, in the same way surveys were applied to 244 users belonging to the sample, obtaining in this way the primary information, the analysis is based on the application of Cronbach’s alpha in the 0.907 that demonstrates the high reliability of the applied survey, contributing the analysis of Pearson´s correlation variance in a 0,695, thus demonstrating the nobility between the variables: human talent management and quality of service. The statistical analysis allowed identifying the problem areas in the service as: training, induction, motivation, among others. Finally, the research work proposes strategies in the creation of a code of institutional ethics, a training plan, recover institutional values and implement suggestions boxes, all aimed at improving the quality of services to the user