Calidad de servicio y satisfacción percibido por contribuyentes en la Municipalidad Distrital de Huaso – 2022
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Date
2023
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Universidad Nacional de Trujillo
Abstract
El estudio realizado a los pobladores respecto a la percepción de la contribución en la Municipalidad Distrital de Huaso, se planteó como objetivo principal determinar la relación entre calidad de servicio y la satisfacción de los contribuyentes de la Municipalidad Distrital de Huaso, durante el mes de octubre 2022; usando la metodología Servqual, el estudio es descriptivo, correlacional y enfoque cuantitativo, el diseño fue, no experimental, transversal, la población estuvo constituida por 200 contribuyentes del Distrito de Huaso, se hizo uso del muestro probabilístico hallando una muestra de 118 contribuyentes, de acuerdo a los resultados la relación de Spearman se determinó que existe relación positiva directa entre Calidad de servicio y Satisfacción de los contribuyentes de la Municipalidad de Huaso con un Rho de Spearman de (rho = 0.815; P = 0.000), se evidenció una calidad de servicio mala, regular y buena en 22.9%, 44.9% y 32.2% respectivamente, se encontró una satisfacción mala, regular y buena, en 22.0%,50.0% y 28.0%. respectivamente
ABSTRACT The contributions to the District Municipality of Huaso, the main objective was to determine the relationship between quality of service and the satisfaction of the taxpayers of the District Municipality of Huaso, during the month of October 2022; using the Servqual methodology, the study is descriptive, correlational, and a quantitative approach, the design was non experimental, cross-sectional, the population consisted of 200 taxpayers from the District of Huaso, probabilistic sampling was used, finding a sample of 118 taxpayers, according to Based on the results, the Spearman relationship establishes that there is a direct positive relationship between Quality of service and Satisfaction of the taxpayers of the Municipality of Huaso with a Spearman's Rho of (rho = 0.815; P = 0.000), a quality of service was evidenced. bad, regular and good in 22.9%, 44.9% and 32.2% respectively, a bad, regular and good satisfaction was found in 22.0%, 50.0% and 28.0%. respectively
ABSTRACT The contributions to the District Municipality of Huaso, the main objective was to determine the relationship between quality of service and the satisfaction of the taxpayers of the District Municipality of Huaso, during the month of October 2022; using the Servqual methodology, the study is descriptive, correlational, and a quantitative approach, the design was non experimental, cross-sectional, the population consisted of 200 taxpayers from the District of Huaso, probabilistic sampling was used, finding a sample of 118 taxpayers, according to Based on the results, the Spearman relationship establishes that there is a direct positive relationship between Quality of service and Satisfaction of the taxpayers of the Municipality of Huaso with a Spearman's Rho of (rho = 0.815; P = 0.000), a quality of service was evidenced. bad, regular and good in 22.9%, 44.9% and 32.2% respectively, a bad, regular and good satisfaction was found in 22.0%, 50.0% and 28.0%. respectively
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Keywords
Calidad de Servicio, Satisfacción del contribuyente