PLAN DE MEJORA CONTINUA EN LA CALIDAD DEL SERVICIO Y ATENCIÓN AL USUARIO EN LA UNIDAD DE MATRICULACIÓN Y REVISIÓN VEHICULAR DEL GAD MUNICIPALIDAD DE AMBATO

Abstract

The quality of service consists of meeting the expectations that users have when they use some type of service and can be measured from the opinions and impressions that are generated by potential or loyal customers, in the case of source research of study was measured with the attended users. Within this framework, a continuous improvement plan was carried out in the quality of service and attention to the user in the Vehicle Registration and Technical Review Unit of the GAD Municipality of Ambato for the minimization of resources and waiting times in the internal procedures of the institution, as well as optimizing human capital and technological resources for the benefit of citizens. Although it is true, the vehicle technical review center with technology and management contributes to the development and progress of the city's vehicle registration system. However, there are still complaints and problems in vehicle registration in Ambato, where there are inconveniences and nonconformity of users such as lack of information, slow staff and misinformation in the registration process. For this, the descriptive analysis, the exploratory factorial statistical analysis, Spearman's rho, and the proposal plan were carried out. As a result, it showed that users rate the GAD Ambato vehicle registration and technical review unit on a "good" xix scale. According to the application of the Servqual model, the dimensions of the model of tangible elements, reliability, responsiveness, and empathy, showed that there are shortcomings in advertising which must be clear and simple, the service provided must be on time, lack of staff in receptivity and willingness to change and proportion of concerns and alternative solutions to the user. resulted in two main dimensions of tangible and reliability perceived by the user, instead the three dimensions such as responsiveness, security and empathy are deduced as an implication of improvements for the institution.