Calidad del servicio municipal desde la perspectiva del ciudadano
Resumen
El propósito de la investigación fue, caracterizar la calidad del servicio municipal desde la perspectiva del ciudadano, la metodología empleada fue de tipo básica, diseño no experimental, descriptiva, con una muestra de 157 ciudadanos, la técnica aplicada fue la encuesta y el cuestionario como instrumento. Los resultados muestran las características de la calidad del servicio municipal, desde la perspectiva del ciudadano a través del Modelo SERVQUAL, identificándose que; el 42,2% de los ciudadanos se encuentran AED y TED con los elementos tangibles, por otro lado, respecto a la fiabilidad el 53.1%, capacidad de respuesta el 45.5%, seguridad el 52.7% y empatía el 48.1% mencionan que están TDA y ADA. Los nudos críticos de gestión que dificultan la calidad de los servicios, son: las deficiencias en el seguimiento del servicio, la compresión al usuario, las dificultades para resolver reclamos, la atención virtual deficiente y las instalaciones no modernas. Se recomienda realizar una propuesta innovadora en la gestión de la calidad del servicio municipal, para la solución a esta problemática.
Descargas
Citas
Alam, M. S., & Mondal, M. (2019). Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh. Journal of Urban Management, 8(1), 20–27. https://doi.org/10.1016/j.jum.2018.08.002
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62–81. https://doi.org/10.1108/08876049610148602
Benito, B., Faura, Ú., Guillamón, M.-D., & Ríos, A.-M. (2019). The efficiency of public services in small municipalities: The case of drinking water supply. Cities, 93, 95–103. https://doi.org/10.1016/j.cities.2019.04.016
Bostancı, B., & Erdem, N. (2020). Investigating the satisfaction of citizens in municipality services using fuzzy modelling. Socio-Economic Planning Sciences, 69, 100754. https://doi.org/10.1016/j.seps.2019.100754
Dris Kharroub, A. O., & COthmanMansour, M. M. (2019). The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens. International Business Research, 12(5), 69. https://doi.org/10.5539/ibr.v12n5p69
Durand Guevara, A. (2014). Movimientos sociales y política en el Perú de hoy. Latinoamérica. Revista de Estudios Latinoamericanos, 58, 59–84. https://doi.org/10.1016/s1665-8574(14)70101-2
Emrah, K., Yıldırım, A., & Ozcan, S. (2019). Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal, 10(4), 885–901.
Eriksson, M., Persson Osowski, C., Malefors, C., Björkman, J., & Eriksson, E. (2017). Quantification of food waste in public catering services – A case study from a Swedish municipality. Waste Management, 61, 415–422. https://doi.org/10.1016/j.wasman.2017.01.035
Gobena, A. G. (2019). The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia. Annals of Social Sciences & Management studies, 4(1). https://doi.org/10.19080/ASM.2019.04.555629
Idrovo-Toala, R. R., Allauca-Amaguaya, M., & Chang-Camacho, L. B. (2020). Ciencias económicas y empresariales Artículo de investigación. Polo del Conocimiento, 5(10), 118–133. https://doi.org/10.23857/pc.v5i10.1792
INEI. (2018). Perú Indicadores de Gestión Municipal 2018.
Kansara, S. (2020). Modelling the water supply service quality: a case study of the municipal corporation. International Journal of Productivity and Quality Management, 29(1), 94. https://doi.org/10.1504/IJPQM.2020.104525
lo Storto, C. (2016). The trade-off between cost efficiency and public service quality: A non-parametric frontier analysis of Italian major municipalities. Cities, 51, 52–63. https://doi.org/10.1016/j.cities.2015.11.028
Mauro, S. G., Cinquini, L., & Pianezzi, D. (2019). New Public Management between reality and illusion: Analysing the validity of performance-based budgeting. British Accounting Review, 100825. https://doi.org/10.1016/j.bar.2019.02.007
Mirabal, Y., Torres, C. C., & Iglesias, A. (2018). Model for the public management from the quality of life to municipal scale in Cuba. Avances, 20(1), 40–51. https://dialnet.unirioja.es/servlet/articulo?codigo=6513193
Mhlongo, B. B., Nzimakwe, T. I., Naidoo, V., & Munapo, E. (2016). Consumer Perceptions on Service Quality at Ethekwini Municipality within the Customer Service Centres. Journal of Social Sciences, 47(1), 79–89. https://doi.org/10.1080/09718923.2016.11893546
Moletsane, A. M., de Klerk, N., & Bevan-Dye, A. L. (2014). Community expectations and perceptions of municipal service delivery: A case study in a South African municipality. Mediterranean Journal of Social Sciences, 5(21), 281–290. https://doi.org/10.5901/mjss.2014.v5n21p281
Octavio, M., & Cruz, T. (2016). The intellectual capital elemental factor for the quality of services and satisfaction of users of the provincial municipality of Puno. 1. http://www.scielo.org.pe/pdf/comunica/v7n1/a01v7n1.pdf
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Pastor-Seller, E. (2015). Opportunities for participation in the policies of municipal social services in Spain. Convergencia, 22(68), 229–257. http://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S1405-14352015000200229
Psomas, E., Vouzas, F., Bouranta, N., & Tasiou, M. (2017). Effects of total quality management in local authorities. International Journal of Quality and Service Sciences, 9(1), 41–66. https://doi.org/10.1108/IJQSS-04-2016-0035
Zhao, Y., Liu, L., Qi, Y., Lou, F., Zhang, J., & Ma, W. (2020). Evaluation and design of public health information management system for primary health care units based on medical and health information. Journal of Infection and Public Health, 13(4), 491–496. https://doi.org/10.1016/j.jiph.2019.11.004
Živković, N., Glogovac, M., & Kovačević, B. (2019). Determining the quality of municipal services using SERVQUAL model. Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019). https://doi.org/10.2991/senet-19.2019.4
.jpg)
.png)
.png)
1.png)
