Citas bibligráficas
Hurtado, I., Soto, E. (2019). Diseño y validación de un instrumento de medición de la calidad basado en la modernización del estado dirigido a los SAT, Trujillo 2019 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/21899
Hurtado, I., Soto, E. Diseño y validación de un instrumento de medición de la calidad basado en la modernización del estado dirigido a los SAT, Trujillo 2019 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/21899
@misc{renati/1694293,
title = "Diseño y validación de un instrumento de medición de la calidad basado en la modernización del estado dirigido a los SAT, Trujillo 2019",
author = "Soto Urquiaga, Enrique Antonio",
publisher = "Universidad Privada del Norte",
year = "2019"
}
Within the Tax Administration Service of Trujillo, the deficiencies and above all questions are reflected based on the quality of service provided by the collaborators, which has not been developed in an efficient manner within the management and provision of its services. That is why it is proposed to build a design and validation instrument that is consistent with the guidelines required by the State to assess how effective is the quality of service within the Tax Administration Service and find possible problems that have not been addressed. given a good attention, to be able to influence and increase the satisfaction indexes in future evaluations within the organization. The research is transversal, since data of the variable are collected in a certain time, it is also Propositive Descriptive, because the factors that involve the problem will be analyzed to facilitate the creation of historical relations confronted to reality. A survey of 25 questions divided into 6 dimensions was applied, a sampling was used to delimit the population giving a total of 100 taxpayers, for which a period of 5 days (20 people per day) was designated and the results were submitted to a process of tabulation and statistical analysis. For the validation according to the scales constructed with training indicators that are specified in Construct validity, Direction of causality, Validation of Aiken and Alpha of Cronbach. Finally, it was concluded in the identification of 6 factors that influence the quality of the study unit, an instrument for the efficient measurement of quality of service was applied and the validation was carried out, resulting in a confirmatory factorial result, a matrix of causality where the dependence of the dimensions on the variable is presented and the validation of experts where the V of Aiken indicates that due to its proximity to 1, the content of the instrument is valid. Reliability was demonstrated, using the Cronbach coefficient to calculate the consistency of the instrument, yielding a result of 0.651 for the Alpha as "moderate reliability" and 0.711 for elements typified as "high reliability".
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