Bibliographic citations
Asmat, V., Mendoza, T. (2019). Relación entre empowerment y calidad del servicio en la atención del cliente de una caja municipal en la ciudad de Trujillo, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/23244
Asmat, V., Mendoza, T. Relación entre empowerment y calidad del servicio en la atención del cliente de una caja municipal en la ciudad de Trujillo, 2018 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/23244
@misc{sunedu/3000760,
title = "Relación entre empowerment y calidad del servicio en la atención del cliente de una caja municipal en la ciudad de Trujillo, 2018",
author = "Mendoza Salazar, Telly Guiorgui",
publisher = "Universidad Privada del Norte",
year = "2019"
}
This thesis has been carried out in a municipal box located in the district of Trujillo, province of Trujillo, department of La Libertad. The general objective is to determine the relationship of the Empowerment and the Quality of service in customer service of a municipal box in the city of Trujillo, 2018. After reviewing the problematic reality, the research problem was raised. What is the relationship between Empowerment and Quality of service in customer service of a municipal box in the city of Trujillo, 2018? This investigation was of correlational type, for which the non-experimental descriptive-correlational design was used. The target population consisted of 650 clients, selecting a simple random sample of 176 clients, to whom the data collection instruments were applied, duly validated by experts and with reliability of Cronbach's Alpha of 0.771 for the so-called "empowerment questionnaire". "And for the instrument called" quality of service in customer service "0.837, coefficients of acceptable and good level With the results of the hypothesis test it has been shown that between Empowerment and Quality of service in customer service of a municipal box in the city of Trujillo, 2018, there is a direct correlation with good significance in the bilateral level 0.01, as it is to be seen of the coefficient RHO Spearman that is, 672 and a sig (bilateral) of, 000 The level of Empowerment is predominantly Medium with 38.6% (68 respondents) and Alto with 35.8% (63 respondents) and in Quality of service in customer service the predominant level is the High with 43.2% (76 respondents) followed by the Middle level with 33.0% (58 respondents) The main recommendation is to implement the medium-term organizational empowerment in the city of Trujillo, 2018, because it will enable the employee to have the capacity to make decisions and solve the frequent problems that arise in their respective areas, which will help to decentralize decisions and reduce time in negotiations.
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