Bibliographic citations
Malpica, G., Luna, M. (2023). Propuesta de mejora para incrementar la satisfacción de los contribuyentes y fortalecer la gestión de calidad de los servicios brindados por el Servicio de Administración Tributaria de Ica [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670962
Malpica, G., Luna, M. Propuesta de mejora para incrementar la satisfacción de los contribuyentes y fortalecer la gestión de calidad de los servicios brindados por el Servicio de Administración Tributaria de Ica [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670962
@misc{sunedu/3569651,
title = "Propuesta de mejora para incrementar la satisfacción de los contribuyentes y fortalecer la gestión de calidad de los servicios brindados por el Servicio de Administración Tributaria de Ica",
author = "Luna Flores, Mayra Dayana",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The Ica Tax Administration Service (SAT Ica) is a public entity whose purpose is to generate the collection of tax and non-tax revenues in the department of Ica. In addition, it aims to meet the goals established by the Provincial Municipality of Ica (MPI). In the entity, a low perception of quality has been detected in the taxpayer service, because the processes are not integrated or standardized, which generates delays or disagreements on the part of those administered, causing a decrease in public value. generated. Due to the above, this professional sufficiency work presents the proposal to improve the quality of the services offered by the SAT Ica. The scope of this proposal involves the areas that have direct contact with the taxpayer, crucial due to their exposure to them. In this way, based on the proposal provided to increase the percentage received by 1% from the MPI, the entity is expected to implement these improvements so that they adopt a systemic perspective that allows them to analyze and connect in a structured manner all the functional aspects of each area or process within SAT Ica, from its beginning to its end. This will allow them to improve the management of their processes in a controlled and progressive manner, and the taxpayer will benefit the most, obtaining benefits over time, in a sustainable manner, with an effect on improving the perception of the service and greater satisfaction.
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