Publication: Influencia de la gestión administrativa en la calidad del servicio al usuario del Centro Regional de Capacitación – Proind – Trujillo, 2020
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Date
2021
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Publisher
Universidad Nacional de Trujillo
Abstract
Esta investigación tuvo como objetivo general determinar la influencia de la gestión administrativa en la calidad del servicio al usuario del Centro Regional de Capacitación ubicado en el departamento de La Libertad; por ende, se realizó un análisis situacional de la institución pública a través de las dimensiones de la gestión administrativa como planeación, organización, dirección y control. De igual manera, se realizó un análisis de las dimensiones de la calidad de servicio como son la tangibilidad, fiabilidad, capacidad de respuesta y empatía. La investigación presentada fue de tipo correlacional, no experimental y de corte transversal. Para la recopilación de la información se utilizaron las técnicas de observación, análisis documental y los cuestionarios aplicados a los servidores públicos y a los usuarios de dicho Centro Regional de Capacitación. La presentación de resultados se utilizó tablas y figuras. Así mismo, se procesó, analizó e interpretó la información utilizada en el programa Microsoft Office Excel 2013, el software SPSS 25 y el Software estadístico R. Los resultados arrojados en la contrastación de hipótesis de acuerdo al coeficiente de correlación de Spearman y el Test de prueba X-squared, indicaron que existe relación significativa entre la gestión administrativa y sus dimensiones: planeación, organización, dirección y control, con la calidad de servicio. En conclusión, la gestión administrativa tuvo una relación moderada fuerte con la calidad de servicio. Quiere decir, que si la gestión administrativa mejora entonces la calidad de servicio también mejora. La hipótesis planteada en la investigación afirma que la gestión administrativa influye significativamente en la calidad de servicio al usuario del Centro Regional de Capacitación - PROIND – Trujillo, 2020.
ABSTRACT The general objective of this research was to determine the influence of administrative management on the quality of service to the user of the Regional Training Center located in the department of La Libertad; therefore, a situational analysis of the public institution was carried out through the dimensions of administrative management such as planning, organization, direction and control. Similarly, an analysis of the dimensions of the quality of service was carried out, such as tangibility, reliability, responsiveness and empathy. The research presented was correlational, non-experimental and cross-sectional. Observation techniques, documentary analysis and questionnaires applied to public servants and users of said Regional Training Center were used to collect the information. The presentation of results was used tables and figures. Likewise, the information used in the Microsoft Office Excel 2013 program, the SPSS 25 software and the R statistical software were processed, analyzed and interpreted. The results obtained in the hypothesis testing according to the Spearman correlation coefficient and the Xsquared test, indicated that there is a significant relationship between administrative management and its dimensions: planning, organization, direction and control, with the quality of service. In conclusion, administrative management had a moderately strong relationship with service quality. It means that if the administrative management improves then the quality of service also improves. The hypothesis raised by the research affirms that administrative management influences the quality of service to the user of the Regional Training Center - PROIND - Trujillo, 2020.
ABSTRACT The general objective of this research was to determine the influence of administrative management on the quality of service to the user of the Regional Training Center located in the department of La Libertad; therefore, a situational analysis of the public institution was carried out through the dimensions of administrative management such as planning, organization, direction and control. Similarly, an analysis of the dimensions of the quality of service was carried out, such as tangibility, reliability, responsiveness and empathy. The research presented was correlational, non-experimental and cross-sectional. Observation techniques, documentary analysis and questionnaires applied to public servants and users of said Regional Training Center were used to collect the information. The presentation of results was used tables and figures. Likewise, the information used in the Microsoft Office Excel 2013 program, the SPSS 25 software and the R statistical software were processed, analyzed and interpreted. The results obtained in the hypothesis testing according to the Spearman correlation coefficient and the Xsquared test, indicated that there is a significant relationship between administrative management and its dimensions: planning, organization, direction and control, with the quality of service. In conclusion, administrative management had a moderately strong relationship with service quality. It means that if the administrative management improves then the quality of service also improves. The hypothesis raised by the research affirms that administrative management influences the quality of service to the user of the Regional Training Center - PROIND - Trujillo, 2020.
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Keywords
Gestión administrativa, Centro Regional de Capacitación, Calidad de servicio