Calidad del servicio en los usuarios de la Unidad de Gestión Educativa Local UGEL- 2, San Martín de Porres. Lima, periodo 2018.
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Date
2021-08-07
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El trabajo de investigación tuvo como objetivo identificar las características de la calidad del servicio y sus componentes: la confiabilidad y la capacidad de respuesta en los usuarios de la Unidad de Gestión Educativa Local UGEL- 2, ubicado en el distrito de San Martín de Porres. La metodología es de un nivel de investigación con un enfoque descriptivo con un diseño de la investigación no experimental de alcance transversal o transeccional. La población y muestra estuvo conformada por el personal asignado en la
UGEL- 2. La muestra estuvo conformada por 22 trabajadores. En las conclusiones de la investigación determinaron que el servicio ofrecido dista de ser confiable y en momentos de concurrencia simultánea generan esperas innecesarias del usuario. El ambiente de trabajo, las instalaciones, materiales de oficina o la implementación adecuada de las zonas de trabajo común son aspectos relevantes del entorno físico de la organización que no están siendo correctamente implementadas, generando estrés y molestias entre propios colaboradores que no se sienten bien representados por sus superiores, ya que no hay
evidencia de uso de procedimientos actualizados que contribuyan a desarrollar un favorable clima laboral.
The objective of the research work was to identify the characteristics of the quality of the service and its components: the reliability and the capacity of response in the users of the Local Educational Management Unit UGEL-2, located in the district of San Martín de Porres. The methodology is of a research level with a descriptive approach with a non-experimental research design of cross-sectional or transectional scope. The population and sample consisted of the personnel assigned to UGEL-2. The sample consisted of 22 workers. In the conclusions of the investigation they determined that the service offered is far from being reliable and in moments of simultaneous concurrence they generate unnecessary user waits. The work environment, facilities, office materials or the adequate implementation of common work areas are relevant aspects of the physical environment of the organization that are not being properly implemented, generating stress and annoyance among their own collaborators who do not feel well represented. by their superiors, since there is no evidence of the use of updated procedures that contribute to developing a favorable work environment.
The objective of the research work was to identify the characteristics of the quality of the service and its components: the reliability and the capacity of response in the users of the Local Educational Management Unit UGEL-2, located in the district of San Martín de Porres. The methodology is of a research level with a descriptive approach with a non-experimental research design of cross-sectional or transectional scope. The population and sample consisted of the personnel assigned to UGEL-2. The sample consisted of 22 workers. In the conclusions of the investigation they determined that the service offered is far from being reliable and in moments of simultaneous concurrence they generate unnecessary user waits. The work environment, facilities, office materials or the adequate implementation of common work areas are relevant aspects of the physical environment of the organization that are not being properly implemented, generating stress and annoyance among their own collaborators who do not feel well represented. by their superiors, since there is no evidence of the use of updated procedures that contribute to developing a favorable work environment.
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Citation
Lopez Capcha, G. G. (2021). Calidad del servicio en los usuarios de la Unidad de Gestión Educativa Local UGEL- 2, San Martín de Porres. Lima, periodo 2018.(Tesis de Pregrado). Universidad nacional de Educación Enrique Guzmán y Valle, Lima, Perú.