Citas bibligráficas
Delgado, L., Sotelo, L., Valdiviezo, P. (2021). Calidad de servicio y satisfacción de los administrados de una entidad pública en el 2020 [Universidad Tecnológica del Perú]. https://hdl.handle.net/20.500.12867/4779
Delgado, L., Sotelo, L., Valdiviezo, P. Calidad de servicio y satisfacción de los administrados de una entidad pública en el 2020 []. PE: Universidad Tecnológica del Perú; 2021. https://hdl.handle.net/20.500.12867/4779
@mastersthesis{renati/1695887,
title = "Calidad de servicio y satisfacción de los administrados de una entidad pública en el 2020",
author = "Valdiviezo Flores, Pierina Isabel",
publisher = "Universidad Tecnológica del Perú",
year = "2021"
}
The present research work entitled: Quality of Service and Satisfaction of the Administrators of a Public Entity in 2020, has had the main objective of explaining how the quality of the service impacts on the satisfaction of the administrators of SANIPES, during the 2020 period .The research is of a Qualitative approach, with explanatory scope and phenomenological design, on a sample of 15people between managers and managed. The in-depth interview and the use of semi-structured questions, respectively, have been used as a technique and instrument, taking as a baseline the 06 drivers that directly impact on the satisfaction of people's needs, established by the Public Management Secretariat of the PCM (Precidency of the Council of Ministers).The results reveal the satisfaction ofthose administered in three drivers:i) Result of Management / Delivery, ii) Accessibility and iii) Trust; meanwhile, in the other three: iv)Professional treatment during the attention, v) Information and vi) provision time, it has been shown that satisfaction is not complete.The investigation is concluded, with the general perception of the administered, that according to the quality of the service and the satisfaction of the SANIPES administrators in the 2020 period there is a high degree of satisfaction in the delivery of health certification services and Health Register; however, in the sanitary authorization services they reveal that there is a regular satisfaction because the delivery of this service is carried out outside the established deadlines.
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