ANÁLISIS DE LA IMPLEMENTACIÓN DE PROCEDIMIENTOS ADMINISTRATIVOS Y SU INCIDENCIA EN LA CALIDAD DEL SERVICIO PÚBLICO. CASO DE ESTUDIO

Abstract

The objective of this study is to analyse the impact of the implementation of administrative process manuals in public sector organisations, in order to determine its impact on the quality of the public service provided by the entity. The methodological design is quantitative since a survey was applied to 3,376 users, whose dimensions were about strategic planning on administrative procedures, implementation or procedure manual; monitoring strategies on standardised processes, empathy response capabilities and reliability as dimensions of the service quality construct. Among the main results, it was obtained that 32% say that a procedure manual is almost never implemented, 62% state that there is almost never monitoring of standardised processes in the company; Only 38% emphasise that sometimes there is agility of service in the established time and schedule design, only 50% of users express that this criterion is sometimes met. It is concluded that administrative processes significantly affect the quality of service, since they help organizations satisfy the needs and expectations of citizens, as well as meet institutional objectives.