CLIMA ORGANIZACIONAL Y SU INCIDENCIA EN LA CALIDAD DE SERVICIO EN LA EMPRESA PINGÜINO EXPLORER.

Abstract

This research seeks to diagnose the organizational climate of the company PINGÚINO EXPLORER that operates from the city of Puerto Ayora and its impact on the quality of service. The study is considered as a research based on the quantitative approach, of an exploratory type, with a field design and broad documentary support. To this end, an analysis was made based on an organizational climate model for the company, composed of 6 dimensions according to the Weisbord model, which are: purpose, structure, relationships, rewards, auxiliary mechanisms and leadership. For these purposes, a survey based on this model was applied to the 7 crew members of the ship and to the 5 administrative employees, likewise, the service customers that received Galapagos in the 2014-2018 period were surveyed according to historical data, using for The quality of service model, which is oriented towards continuous improvement, in which 5 dimensions, response capacity, security, empathy and tangible elements are used. The findings are more relevant than the research that the quality of the organizational climate has influenced significantly and unfavorably, in the success of the organization. Likewise, the individual work and the team influences the workers, given that a positive trend toward individualism and the refusal towards collectivism has been evidenced. The clients consider that the quality of the service generates a medium level of satisfaction, it is concluded that corrective actions must be implemented to improve these situations.