Calidad del servicio municipal desde la perspectiva del ciudadano

Salazar, Regner Nicolás Castillo; Murrieta, Maridza Cárdenas; Alvarado, Gabriela del Pilar Palomino

doi:10.37811/cl_rcm.v4i2.130

Cited by 3 publications

(1 citation statement)

References 9 publications

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“…Por otro lado, el e-gobierno es la provisión de servicios financiados con fondos públicos por medio del estado en formato electrónico, basados en el uso de las TIC, desde otra perspectiva, el e-gobierno se puede definir como la interacción entre gobierno, parlamento y otros organismos públicos con los ciudadanos a través de aplicaciones informáticas y medios electrónicos (Salazar et al, 2020). Dalal & Sharma (2019) argumentan que la digitalización es parte de nuestras vidas y que el sector público, especialmente la administración pública, se está transformando rápidamente y utilizando herramientas tecnológicas para ayudar a los pobladores y la sociedad, brindando servicios de calidad y mejorando el nivel de vida.…”

Section: Introductionunclassified

El gobierno electrónico y su eficacia en la mejora de los servicios públicos: revisión sistemática

Risco

Arias

2023

LATAM

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La presente revisión sistemática tiene como objetivo analizar el gobierno electrónico y su eficacia en la mejora de los servicios públicos. La metodología utilizada consistió en la revisión de estudios de investigación sobre el gobierno electrónico y los servicios públicos, a partir de las plataformas de datos Scopus y Web of Sciencie, entre 2020 a 2023. Se eligieron 20 artículos, observando los criterios de filtrado y elegibilidad a través de la declaración PRISMA, para el análisis de las variables gobierno electrónico y servicios públicos. De la revisión efectuada, se establece que existe relación entre gobierno electrónico y servicios públicos para fortalecer la eficacia y mejora de los servicios en los establecimientos estatales, al interpretar que el gobierno electrónico es el uso de tecnologías de la información y la comunicación, el cual es un factor que mejora la calidad de vida, y al mismo tiempo es un motor de desarrollo sostenible, acorde con las necesidades de la comunidad y de toda la sociedad. Se concluye que los elementos clave de una organización son la eficiencia, la transparencia y la rendición de cuentas y la tecnología juega un papel importante en la mejora de estos elementos.

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Section: Introductionunclassified

El gobierno electrónico y su eficacia en la mejora de los servicios públicos: revisión sistemática

Risco

Arias

2023

LATAM

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The Ethnomathematical Approach Through The Methodology: Contextualization, Decontextualization and Recontextualization (CDR) and Its Contribution to The Learning of: Arithmetic, Geometry and Algebra

Villota,

Chango,

Barrionuevo

2024

RGSA

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Purpose: Local governments have been the first line of attention to citizens for centuries, they are concerned about satisfying some of the needs of their community; However, although they enjoy certain resources, they do not have total autonomy because they depend on the central government for the development of public investment projects. Methods: This should not be a constraint for officials to properly use their leadership skills and carry out adequate work within the municipality. Along these lines, the research objective was formulated to determine the relationship between management skills and service quality. A Peruvian municipality, for which the quantitative route was used, was related to opportunity and had a sample of 123 municipal clients to whom two Likert scale instruments were applied. Results and Conclusion: The results in the descriptive statistics showed an unfavorable persecution of citizens with respect to these study topics because the trend was medium to low; In the association of the variables, the occurrence was quite high, which allowed us to conclude that there is a strong positive relationship between management skills and service quality. Research implications: The action of carrying out good governance requires not only responsible officials, but also politicians who demonstrate responsibility. Originality/value: This study was able to determine that there is indeed a relationship between managerial skills and the quality of service in the municipal government that was elected.

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Service Quality and Institutional Image as Predictors of Customer Satisfaction in Municipalities of Perú

Romero-Carazas,

Ochoa-Tataje,

Mori-Rojas

et al. 2023

J. of Law and Sust. Develop.

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Objective: This research aimed to analyse the predictability of service quality and institutional image for customer satisfaction in municipalities in Peru. Theoretical framework: In this sense, one of the most important links between differentiation of services that can only be recognised and appreciated by the customer and competitive advantages or institutional image has become essential parts of organisations; it is the quality of services provided by public organisations such as municipalities that are under scrutiny and subject to evaluation and satisfaction of their users. Methodology: It was based on a quantitative, prospective correlational approach, with a sample of 352 users of municipalities in Peru. Results: An R2 of 0.460 was obtained, and the effect size was calculated with a coefficient of 0.851, which is considered a very high parameter above 0.350. The calculation of the significant statistical power resulted in a value of 1, which is considered very high. Furthermore, the standardisation coefficients have shown that service quality and institutional image are relevant, positive and significant predictors of customer satisfaction in Peruvian municipalities. Additionally, service quality was found to be the predominant predictor (beta=0.654). Conclusion: This study showed that there is a relationship between users' perceptions of service quality and institutional image and its predictive correspondence on their satisfaction. Citizens' satisfaction with the services provided by Peruvian municipalities was influenced to a greater extent by the public image of the entities. Originality/value: Service quality and institutional image influence customer satisfaction with Peruvian state organisations.

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Calidad del servicio municipal desde la perspectiva del ciudadano

Cited by 3 publications

References 9 publications

El gobierno electrónico y su eficacia en la mejora de los servicios públicos: revisión sistemática

El gobierno electrónico y su eficacia en la mejora de los servicios públicos: revisión sistemática

The Ethnomathematical Approach Through The Methodology: Contextualization, Decontextualization and Recontextualization (CDR) and Its Contribution to The Learning of: Arithmetic, Geometry and Algebra

Service Quality and Institutional Image as Predictors of Customer Satisfaction in Municipalities of Perú

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