Publication: Propuesta de mejora en los procesos administrativos para incrementar la satisfacción de los usuarios en Migraciones - Chimbote, 2023
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Date
2024
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Trujillo
Abstract
El siguiente informe de suficiencia laboral tiene como objetivo general implementar un plan de mejora en los procesos administrativos para incrementar la satisfacción de los usuarios en Migraciones - Chimbote, 2023. La problemática viene presentándose deficiencias administrativas afectando el cumplimiento de funciones, principalmente en la atención del servicio de emisión de pasaportes electrónicos, perjudicando a los usuarios al haberse efectuado la entrega de modo ineficiente a enero 2023, sin cubrir la creciente demanda ciudadana. Esto desdice las políticas institucionales, haciendo que la entidad sea objeto de críticas, más aún cuando en la actualidad la sociedad es cada vez más activa, consciente de sus derechos, ejerce mayor presión a las organizaciones que le prestan servicios, y exige la satisfacción de sus necesidades. Los resultados encontrados indican el nivel bueno de la satisfacción del usuario paso de 17.27% a 49.09% teniendo un incremento del 31.82%. El nivel bueno del elemento confort de la satisfacción del usuario paso de 15.45% a 44.55% teniendo un incremento del 29.09%. El nivel bueno del elemento accesibilidad de la satisfacción del usuario paso de 15.45% a 50.91% teniendo un incremento del 35.45%. El nivel bueno del elemento entendimiento de la satisfacción del usuario paso de 16.36% a 38.18% teniendo un incremento del 21.82%.
ABSTRACT The general objective of the following labor sufficiency report is to design the proposal for improvement in administrative processes to increase user satisfaction in Migrations - Chimbote, 2023. The problem has been presenting administrative deficiencies affecting the fulfillment of functions, mainly in customer service. electronic passport issuance service, harming users as the delivery was carried out inefficiently as of January 2023, without covering the growing citizen demand. This contradicts institutional policies, making the entity the object of criticism, even more so when today society is increasingly active, aware of its rights, puts greater pressure on the organizations that provide services, and demands the satisfaction of your needs. The results found indicate the good level of user satisfaction went from 17.27% to 49.09%, having an increase of 31.82%. The good level of the comfort element of user satisfaction went from 15.45% to 44.55%, having an increase of 29.09%. The good level of the accessibility element of user satisfaction went from 15.45% to 50.91%, having an increase of 35.45%. The good level of the element understanding of user satisfaction went from 16.36% to 38.18%, having an increase of 21.82%.
ABSTRACT The general objective of the following labor sufficiency report is to design the proposal for improvement in administrative processes to increase user satisfaction in Migrations - Chimbote, 2023. The problem has been presenting administrative deficiencies affecting the fulfillment of functions, mainly in customer service. electronic passport issuance service, harming users as the delivery was carried out inefficiently as of January 2023, without covering the growing citizen demand. This contradicts institutional policies, making the entity the object of criticism, even more so when today society is increasingly active, aware of its rights, puts greater pressure on the organizations that provide services, and demands the satisfaction of your needs. The results found indicate the good level of user satisfaction went from 17.27% to 49.09%, having an increase of 31.82%. The good level of the comfort element of user satisfaction went from 15.45% to 44.55%, having an increase of 29.09%. The good level of the accessibility element of user satisfaction went from 15.45% to 50.91%, having an increase of 35.45%. The good level of the element understanding of user satisfaction went from 16.36% to 38.18%, having an increase of 21.82%.
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Keywords
Procesos administrativos, Satisfacción de usuarios, Migraciones