Judiciary service user expectations are usually not the same as ideas harbored in the minds of civil servants delivering such services. This discrepancy matches the definition of the service delivery GAP 1, as identified and assessed by SERVQUAL (Service Quality), a tool that for almost three decades has been employed worldwide in measuring service quality in many different industries and countries, in both private and public organizations. Through participant observation, semi-structured interviews and empirical data collected by SERVQUAL, this paper focuses on assessing this service delivery GAP 1 for the Second Court of Appeal within Costa Rica's Judicial Branch.
Abstract:This paper explores the conceptual differences between the GICA-Justicia Project initiative and other available models, process performance guidelines, and tools. Comparison was basically carried out through a review of specialized literature, papers, and reports; semi-structured interviews and focus groups with experts in the judicial quality assurance field from different countries; and applying the author's experience as technical counterparts in the GICA-Justicia Project (co-authoring a Quality Management Standard and training/auditing during the Quality Management System deployment and accreditation stages). The paper is meant to unveil how the GICA-Justicia Quality Management Model and the GICA-Justicia Quality Management Standard, as GICA-Justicia Project by-products, combine to create an innovative process performance approach to quality assurance in judicial environments.
Este artículo tiene una licencia Creative Commons Attribution 4.0 International, que permite el uso, la distribución y la reproducción sin restricciones en cualquier medio, siempre que se cite correctamente la publicación original.la vida fue de 77% y la edad de primer consumo se ubicó entre 15 y 18 años (56.4%). El consumo lapsico fue en el último año 38.8%. Las dimensiones inteligencia emocional de atención de los sentimientos y reparación de emociones presentaron en ambos géneros valores similares, en su mayoría un nivel adecuado y excelente. La correlación en mujeres entre edad de consumo de alcohol y las dimensiones la inteligencia emocional, fue significativa e inversa. Conclusión: los estudiantes presentan altas prevalencias de consumo y inteligencia emocional, se encontró que para el género masculino la claridad emocional requiere estrategias que permitan mejorarla. Descriptores: Inteligencia Emocional; Consumo de Alcohol; Estudiantes.
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