Bibliographic citations
Hernández, L., (2021). Conocimientos de los componentes de la gestión de calidad de servicios que tienen los servidores en una entidad pública-Lima 2020 [Universidad Tecnológica del Perú]. https://hdl.handle.net/20.500.12867/5214
Hernández, L., Conocimientos de los componentes de la gestión de calidad de servicios que tienen los servidores en una entidad pública-Lima 2020 []. PE: Universidad Tecnológica del Perú; 2021. https://hdl.handle.net/20.500.12867/5214
@mastersthesis{renati/809553,
title = "Conocimientos de los componentes de la gestión de calidad de servicios que tienen los servidores en una entidad pública-Lima 2020",
author = "Hernández Chanamé, Luigi Arturo",
publisher = "Universidad Tecnológica del Perú",
year = "2021"
}
People's discontent with public institutions is due to unsatisfied needs, which decreases trust in them, causing citizens to disengage and increasing discontent with public services. The purpose of the study was to determine the knowledge of the components of quality management that the servers have in a public entity -Lima 2020. The methodology used was the quantitative, descriptive approach, fifty-two (52) servers of said entity participated. public, who answered a survey with 32 questions, taken from the technical standard. The results of public servants on the knowledge of the components of quality management regarding the needs and expectations of people have knowledge, Very good and Good 52.8%, Regular and Poor 47%, the Value of the service, Very good and Good 66.9%, Regular and Poor 33.7%, Strengthen the service, Very good and Good 52.4%, Regular and Poor 36.8%, Quality measurement and analysis, Very good and Good 48.76%, Regular and Poor 51.1%, Leadership of senior management, Very good and Good 50.8%, and Regular and Poor 49% and Quality service culture, Very good and Good 28.8%, Regular and Poor 71.1%. Conclusion the servers need socialization of the management components for the improvement of the services and to fulfill the objectives of the people.
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