Bibliographic citations
Cienfuegos, L., Torres, E. (2022). La gestión de reclamos y su relación con la calidad de servicio en el área de atención al ciudadano en una institución pública, Lima - Perú 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/29366
Cienfuegos, L., Torres, E. La gestión de reclamos y su relación con la calidad de servicio en el área de atención al ciudadano en una institución pública, Lima - Perú 2021 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/29366
@misc{renati/408055,
title = "La gestión de reclamos y su relación con la calidad de servicio en el área de atención al ciudadano en una institución pública, Lima - Perú 2021",
author = "Torres Paquiyauri, Elias",
publisher = "Universidad Privada del Norte",
year = "2022"
}
The objective of this study was to determine the relationship between Claims Management and Service Quality in the area of citizen service in a public institution, Lima-Peru 2021; For which it relied on a methodology of quantitative approach, correlational scope, non-experimental design of a cross-sectional and basic type. Likewise, through a non-probabilistic convenience sampling, 90 clients of the entity studied were considered as a sample, with the survey as a technique for data collection and the questionnaire as an instrument. For data analysis, the SPSS 28 computer program was used, 3 stages were considered (reliability, descriptive and inferential analysis), for which a Cronbach's alpha coefficient equal to 0,947 was obtained. The conclusion obtained in this thesis showed that there is a relationship between Complaints Management and Service Quality, based on obtaining a sig value. equal to 0,000 and a Spearman Rho correlation coefficient equal to 0,432. Finally, it was possible to accept the 5 specific hypotheses raised, being the reliability dimension the one that has a greater relationship with Claims Management.
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