Propuesta de mejoramiento de los niveles de satisfacción de los usuarios de la oficina técnica provincial de Registro Civil de Chimborazo

Abstract

This research paper “Improvement proposal of satisfaction levels for the user of the Technical Provincial office of the Register of Chimborazo” was developed with the objective to contribute with the improvement of the service delivery process for the welfare of the community. The quality management model used was SERVPERF, through its perceptions survey instrument applied to users, opportunities for improvement were detected in the five dimensions of service quality evaluated: tangibility, reliability, responsibility, response capacity, empathy and security. The obtained results in general way are that the satisfaction levels in the users of this public institution are in a medium-low level because of the majority of people show unconformity with the received service.In conclusion we can observe that the critical points identified constitute the input for the elaboration of improvement proposal, the same which will permit the institution integral development, ensuring in this way the user satisfaction and the feedback of the institutional image. It is recommended to do continuous improvement management in the service, taking the presented proposals, being participants and raising awareness in all employees about the importance of giving a high quality service which show the users satisfaction.