EMPRENDIMIENTO, NEGOCIOS Y ECONOMIA.

Permanent URI for this collectionhttps://repositorio.uees.edu.ec/handle/123456789/49

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EL CAPITAL HUMANO Y SU INCIDENCIA EN LA PRODUCTIVIDAD ORGANIZACIONAL
(2025) VARGAS LANDIN GUADALUPE ALEXANDRA; DIAZ LOPEZ KARLA GABRIELA
The objective of the study was to analyze the main factors, strategies and practices of human capital management that affect the productivity of organizations. A descriptive-explanatory qualitative approach was applied, through a literature review of academic articles in Scopus and Science Direct bibliographic databases, using criteria such as human capital, performance, training and organizational productivity. The results indicate that experience, training and individual skills have a significant impact on organizational productivity. Tacit knowledge, continuous learning and development practices, leadership and work climate strengthen results through strategic management of human capital. In conclusion, strengthening human capital drives performance and efficiency, requiring policies that promote continuous development, effective leadership and a learning culture to achieve sustainable organizational productivity.
Aplicación de la norma ISO 31000:2009 en la mitigación de riesgos y su relación con la calidad de servicio
(2025) TRIVIÑO CASTRO EIVI EDUARDO
The objective of this study is to analyze the aspects that make up the application of the ISO 31000:2009 standard in risk mitigation in order to determine its relationship with service quality. The conceptual approach of the study establishes its theoretical foundations on regulatory processes, internal control, and regulations to identify and mitigate risks. The methodological approach is qualitative, since through a bibliographic and documentary review, a brief proposal was designed on the ISO 31000 standard with the purpose of mitigating business risks and improving customer service to internal collaborators and citizens. The result was that in Ecuador, the quality of service offered by employees in operational or high-impact criticality areas does not apply to the ISO 31000:2009 standard. Furthermore, the processes and risk plans are not fully covered by the company's guidelines. This allows us to conclude that the application of this standard effectively impacts the consideration of all possible scenarios that could directly or indirectly affect the company's business continuity, using tools to mitigate risks.
Gobernanza pública en Ecuador y su relación con la satisfacción ciudadana. Una revisión literaria
(2025) GAMEZ SIAVICHAY ALEX ANTONIO
The objective of this research is to analyze the aspects of Governance, in order to establish its relationship with citizen satisfaction, from a theoretical reflection of public administration. This study includes qualitative studies whose purpose is to make a bibliographic and documentary review on citizen satisfaction in public services in Ecuador. The search for documents was carried out in the high-impact databases Scopus, SciELO and MDPI, of which a total of 22 scientific articles were included. In addition, documents related to the variable public service and user satisfaction were reviewed and whose articles have been published during the years 2019 to 2024. The results show that there is little effectiveness in security policies and police performance, measures that do not reflect the health reality and the index of citizen attention is deficient in kindness, agility and low level of specialized and inclusive services. In addition, the strategies themselves suggest the use of existing information systems to adequately provide authorities with information in real time. Given these circumstances, it is necessary to build a governance framework based on the technological infrastructure. It is concluded that the design of strategies within policies supported by technology develops management in public services to promote sustainability and strengthen a more sustainable economy.
ESTRATEGIAS DE SOSTENIBILIDAD AMBIENTAL Y SU RELACIÓN CON LA CALIDAD DE VIDA URBANA DE LOS HABITANTES DE GUAYAQUIL.
(2025) CHANG BRAVO ELVIS ALEXANDER
The objective of this study is to analyze the effectiveness of environmental sustainability strategies and their relationship with the urban quality of life of Guayaquil's inhabitants. Using a mixed-method approach that combines quantitative data from surveys of 217 residents and qualitative interviews with key officials, aspects such as waste management, air quality, urban infrastructure, and citizen participation in sustainability policies were evaluated. The survey results revealed significant deficiencies in the implementation of current strategies, including perceptions that sustainability policies have not significantly improved the quality of life. The importance of education and awareness on sustainable practices was highlighted, although an effective integration of sustainability criteria in urban project management was identified as lacking. Based on these findings, an action plan is proposed in five key areas: efficient solid waste management, expansion and improvement of green spaces, sustainable public transport, control and reduction of air pollution, and environmental education and awareness. It is concluded that improving environmental sustainability strategies is crucial to optimizing urban quality of life in Guayaquil. Not only will it benefit the inhabitants, but it will also contribute to more efficient and transparent urban management, promoting a healthier and more equitable urban environment.
Gestión pública y su incidencia en la calidad de servicio. Caso. EMPRESA DE AGUA POTABLE Y ALCANTARILLADO DEL CANTÓN DURAN
(2025) POLIT CORTEZ STEFANO EDUARDO
This document provides a comprehensive analysis of the importance of water as a strategic resource and its relationship with public management, particularly in the context of the Durán canton. The objective is to analyze the public management of the EP (Public Company) in order to determine its impact on service quality, focusing on quality management within the systems that provide drinking water and sanitation services in the canton. The research approach is qualitative, as it collects and analyzes various types of data without the need for numerical mediation, through interviews with public officials related to the canton's issues. Additionally, a case study design is applied, focusing on an EP operating in Durán, making the research action relevant to the case study of public management and its impact on service quality. The research aims to describe and explain various phenomena to better understand them. As a result, access to drinking water is a fundamental right that directly affects the quality of life of populations. In the case of Durán, the management of drinking water and sanitation services faces significant challenges related to outdated infrastructure, increasing demand, and a lack of adequate planning. The document concludes that it is necessary to implement public policies that promote investment in infrastructure, efficient management, and citizen participation to ensure equitable and sustainable access to drinking water.
Medidas de gestión organizacional y su incidencia dentro de la administración pública. Caso: Empresa Pública de Telecomunicaciones, Agua Potable, Alcantarillado y Saneamiento (ETAPA. EP.)
(2025) PINOS QUITO MARCO INGNACIO
The objective of this study is to analyze the organizational management implemented in the Public Company of Telecommunications, Drinking Water, Sewage and Sanitation (ETAPA EP) in order to determine its impact on administrative efficiency. Through a qualitative approach and exploratory scope, a semi-structured interview was applied to officials and collaborators of the administration of this public entity. The dimensions that were considered to understand the situation of this company, object of study, dealt with the effects of optimization and restructuring policies on internal processes; the customer experience regarding the modifications and the flexibility of the adjustments in this structural reorganization. The result was that despite the intentions for improvement, the elimination of key departments and work overload have negatively affected the operation and work environment in the organization. It is concluded that internal and external communication, as well as process transparency, effectively streamline the service delivery model. Therefore, the continuous evaluation of the effectiveness of these organizational measures benefits the governance and administration of public entities and assesses the quality of service to citizens.
Análisis de la calidad de servicio y su incidencia en la satisfacción del usuario de CNEL EP unidad de negocio El Oro
(2025) OLLAGUE CAMPOVERDE HOOVER ANDRES
Electric distribution companies must provide services with quality, as it is the users' right to receive fair, non-discriminatory, and non-abusive treatment. The objective of this study is to analyze the quality of service and its impact on user satisfaction at CNEL EP's El Oro business unit. The study follows a quantitative methodological approach, applying Regulation No. ARCERNNR- 003/23 issued by the Agency for the Regulation and Control of Energy and Non-Renewable Natural Resources (ARCERNNR). This regulation proposes a procedure for conducting surveys to assess the satisfaction levels of users of electric distribution and energy commercialization companies in the country. The results revealed a 33.53% user dissatisfaction rate, with the greatest impact observed in the quality of the product and technical service. This reflects Ecuador's energy crisis, characterized by unscheduled power outages, voltage dips, flickers, and delays in addressing technical complaints, which lead to interruptions in the electricity supply. These issues directly affect the quality and reliability of the product. This allows the conclusion that the electric sector, specifically in the distribution stage, requires greater investment and staff training to add value to the electricity supply chain and improve quality standards. These improvements are essential to meet the needs of users in the service area of CNEL EP's El Oro business unit.
DISEÑO DE INDICADORES DE RENDIMIENTO (KPI) Y EL CUMPLIMIENTO DE OBJETIVOS ESTRATÉGICOS EN LA EMPRESA PÚBLICA DE AGUA POTABLE AGUAPEN-EP
(2025) OLIVARES COLL KATHERINE VIVIANA; PIZA TAPIA JENNIFFER LEONOR
The objective of this study was to structure performance indicators (KPIs) and the fulfillment of strategic objectives in the Public Drinking Water Company Aguapen-EP. The approach was of a mixed nature (Quantitative and Qualitative), managed under a Descriptive and Non-Experimental design. To this end, surveys and interviews were developed with the following dimensions: the independent variable identified the efficiency in the generation of invoices, the recovery of the portfolio and the time of resolution of complaints in the Customer Service area, and the dimension of the dependent variable was identified to the operational efficiency of the institution. The positions to which the surveys were applied are the Coordinators of the Commercial Unit, Portfolio Recovery, Customer Service Management, and assistants in the billing and cashier area, Coactive/Collection, financial, customer service, marketing and distribution. . 100% of the interviewees indicated that since they do not have KPI indicators, the correct progress of the processes cannot be measured and controlled, without being able to verify and compare the efficiency of the actions taken. Finally, it is concluded that the implementation of the proposed KPI indicators, allowed the operational evolution, due to a better management in billing, collection and customer service issues of the PE.
LA CULTURA ORGANIZACIONAL Y SU INCIDENCIA EN LA ATENCIÓN AL USUARIO EN LA DIRECCIÓN DEL IESS AZUAY
(2025) MORA DUTAN ELIANA ISABEL
The aim of the study was to impact the quality of customer service in a healthcare institution by strengthening and managing organizational culture. For this purpose, the SERVQUAL method and the OCAI instrument were applied to establish the impact of organizational culture on the perception of external customers' satisfaction. Thanks to these two research methodologies on the perception of satisfaction and the type of organizational culture possessed by the entity, the level of influence and the areas that need improvement to achieve high levels of customer service quality were determined. The contrast of the obtained information exposes the impact of organizational culture on service quality and the gaps between customer expectations and satisfaction perception. These research methodologies facilitated decision-making and the identification of problems such as the negative impact of a hierarchical organizational culture on customer service, as well as the lack of innovation affecting the perception of service quality. Staff actions in response to customer needs, the innovation of tangible elements, and the effectiveness of the service process against the staff's need to be competitive and complete tasks make customers not perceive quality and satisfaction in the service received.
ANÁLISIS DE LA IMPLEMENTACIÓN DE PROCEDIMIENTOS ADMINISTRATIVOS Y SU INCIDENCIA EN LA CALIDAD DEL SERVICIO PÚBLICO. CASO DE ESTUDIO
(2025) MONTERO IÑIGUEZ DIANA CAROLINA
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.
IMPLEMENTACIÓN DE UN PROCESO DE REMATE DE BIENES DE PROPIEDAD Y SU INCIDENCIA EN LA OPTIMIZACIÓN DE RECURSOS. CASO, EMPRESA ELÉCTRICA QUITO
(2025) MERINO MORENO JUAN FRANCISCO; PEREZ CORONEL CRISTINA VERONICA
This study analyzes the implementation of the asset auction process at Empresa Eléctrica Quito (EEQ) and its impact on the optimization of institutional resources. A qualitative approach was used, based on semi- structured interviews with key officials and a review of institutional documents. The analysis of the results allowed the identification of deficiencies in asset management, such as the accumulation of obsolete inventories, the low execution of disposal plans and the lack of automated processes. It was shown that inefficiency in the auction of assets negatively affects the optimization of financial, material and human resources. Factors such as the lack of interdepartmental coordination, the scarce regulatory update and the limited training of personnel contribute to these deficiencies. It is concluded that the adoption of asset management technologies, the improvement in strategic planning and the continuous training of personnel are essential to optimize resources at EEQ. This study provides evidence-based recommendations to improve the management of public assets, promoting operational efficiency and financial sustainability in the Ecuadorian public sector.
LEVANTAMIENTO DE PROCESOS COMO FORTALECIMIENTO DE LA GESTIÓN DE TALENTO HUMANO EN LOS GOBIERNOS AUTÓNOMOS DESCENTRALIZADO
(2025) MAÑAY MAQUISACA SILA BLADEIMIR
The main objective of this study is the design of a comprehensive process for the linking of all personnel who work in the Municipal Decentralized Autonomous Governments that belong to the province of Chimborazo, with the purpose of having efficiency and transparency about human talent management. Through a qualitative approach, a non-experimental cross-sectional design was applied, based on interviews directed especially to the head of Human Talent. The results show that there are no formal and standard processes in the processes of identification of any need, election, and connection of personnel. As a proposal, there is a process manual that allows addressing any deficiencies that arise, thereby promoting management aligned with institutional objectives. It is concluded that the implementation of this manual will contribute significantly to the improvement of the operational part and transparency of the administration in the municipal GAD.
Procesos de contratación pública en entidades de salud y su incidencia en la prestación de los servicios médicos: Caso Hospital de Especialidades Teodoro Maldonado Carbo
(2025) MACIAS MACIAS CHRISTHIAN DANIEL; MARQUEZ CEVALLOS NEXAR JAVIER
This research aims to analyze the influence of public procurement processes on the quality of medical services at the Teodoro Maldonado Carbo Specialty Hospital in Ecuador. A quantitative approach was employed with a non- experimental and descriptive design, utilizing structured surveys administered to a sample of 335 public servants. The evaluated dimensions included preparatory acts, selection, and contractual execution, each measured using a Likert scale. The results indicated that 89.9% of respondents perceive a medium level of effectiveness in the procurement processes, revealing a significant correlation (r = 0.999) between the efficiency of these processes and the quality of medical services. It was identified that the lack of staff training negatively impacts the supply of medical supplies, affecting patient care. In conclusion, it is suggested that improving public procurement processes through specific staff training is essential for optimizing the quality of health services in the hospital, highlighting the need to establish strategies that promote effectiveness in public purchasing management.
GOBERNANZA COLABORATIVA Y RENDICIÓN DE CUENTAS EN LA GESTIÓN PÚBLICA EN ECUADOR: CASO DE ESTUDIO ASAMBLEA NACIONAL
(2025) HIDALGO BARQUET FRANCHESCA AMIRA; LEÓN PALADINES JUAN CARLOS
This study analyzed the impact of collaborative governance on accountability in the National Assembly of Ecuador during the period 2013-2023. A qualitative methodology based on a case study design was used, complemented by a systematic documentary analysis of accountability and management reports. The conceptual framework included moderating, mediating and control variables to examine the dynamics between collaborative governance and accountability. The results showed that the implementation of technological tools, such as the Ecuador Assembly APP and the electronic voting system, improved transparency and facilitated access to legislative information. Likewise, programs such as Assembly for a Day and Legislative Schools strengthened citizen participation, while citizen oversight and observatories increased social oversight. However, challenges persisted, such as bureaucratic resistance, inequity in participation and the perception of corruption. It is concluded that collaborative governance can strengthen accountability by promoting transparency, equitable participation and institutional integrity. However, limitations related to structural and cultural barriers that restrict its effectiveness were identified. Future research is proposed that integrates mixed methods and extends the analysis to other sectors and contexts.
Actualización de la tasa de ingreso por conservación de áreas naturales protegidas y su impacto en la economía local. Caso Parque Nacional Galápagos
(2025) GUERRERO VILLALVA SILVIA DEL CARMEN
The objective of this study is to analyze the impact of updating the entrance fee for the conservation of protected natural areas on the local economy. A quantitative approach was used, incorporating descriptive and correlational research levels to examine the relationship between fee revenue and tourist arrivals at Galápagos National Park. The data show that, following the COVID-19 pandemic, tourism in Galápagos has experienced continuous growth, increasing from 136,336 visitors in 2021 to 279,277 in 2024. Simultaneously, fee revenue rose from $5,677,832 in 2021 to $19,288,708 in 2024, demonstrating a significant positive correlation between the number of tourists and total revenue (R2 = 0.899). However, it was identified that most of the revenue comes from foreign tourists, who, until July 2024, paid $100 for entry, compared to domestic tourists, who paid $6, limiting the immediate impact of the fee adjustment on total income. Since revenue from this fee is a key source of funding for environmental conservation and local development in Galápagos, it is concluded that updating the entrance fee could be an effective strategy to improve the financial sustainability of Galápagos National Park without significantly reducing tourist arrivals.
Gestión administrativa y su impacto en el cumplimiento de los objetivos institucionales del Gobierno Autónomo Descentralizado Rural Puerto Cayo
(2025) GALLARDO LASCANO CHRISTIAN ENRIQUE
This study evaluates the impact of administrative management on achieving institutional goals within the Decentralized Autonomous Government (GAD) of Puerto Cayo, Ecuador. The primary objective is to assess how administrative efficiency contributes to institutional objectives and community development. A descriptive, non-experimental, cross-sectional methodology was applied, using surveys distributed to a representative sample of the local population. The findings indicate a high positive correlation (0.826) between administrative management and goal achievement, supporting the initial hypothesis. Satisfaction with administrative response times was reported by 81.1% of respondents, whereas dissatisfaction with access to public information and the quality of accountability reports reached 55.4% and 58.9%, respectively. Additionally, only 48.4% expressed satisfaction with the outcomes of implemented projects, highlighting shortcomings in communicating their benefits. The study concludes that enhancing transparency, professionalizing administrative personnel, and promoting citizen participation are essential to improving administrative efficiency and fostering trust in local governance. These findings provide valuable insights for optimizing public administration practices in rural contexts and serve as a foundation for further research on the role of public administration in local development.
Implementación del departamento de neuro comunicación corporativa como fortalecimiento del desempeño laboral de los colaboradores de la empresa FIMID
(2025) ESPINOZA SALAS OLGA TATIANA; ROJAS SEIS DANIEL SIMON
The objective of the study is to analyze the conceptual aspects of corporate neuro communication as a means of strengthening the work performance of FIMID's employees. The study has a quantitative, exploratory and descriptive approach. The findings focus on the fact that the impact of organizational communication has a significant relationship with brain function, which poses unique challenges and opportunities for effective communication in work teams. In addition, the implementation of a corporate neuro communication department can help its members adapt their messages and communication practices to meet the needs of listening and assertive and empathetic behaviors. Therefore, it is concluded that neuro communication can help create a more positive and productive work environment and transmit clear and motivating messages to enhance work performance, achieve strategic objectives and allow a strong and stable corporate identity.
COMPETENCIAS ORGANIZACIONALES Y SU INCIDENCIA EN LA GESTIÓN DE LOS PROCESOS INTERNOS EN EL HOSPITAL IESS QUITO SUR, 2024
(2025) ECHEVERRY AVILES MONICA PATRICIA; LEDESMA LEON LADY ELIZABETH
In the context of hospital management, efficiency in internal processes is crucial to ensure the delivery of quality healthcare services. The objective of the research is to analyze the organizational competencies of the staff at Hospital IESS Quito Sur, to determine their impact on the management of internal processes. The study has a quantitative, correlational, and non- experimental approach. A questionnaire was administered to 318 employees, including both administrative and medical staff. The questionnaire aimed to measure dimensions such as leadership capacity, effective communication, teamwork skills, and adaptability to change. The results showed that 73.9% of employees participate collaboratively, reflecting their commitment to teamwork. The statistical analyses conducted indicate a strong correlation between organizational competencies and the management of internal processes at Hospital IESS Quito Sur. It is concluded that proper planning and development of organizational competencies are essential for the success and operational efficiency of the hospital.
LIDERAZGO ORGANIZACIONAL Y SU INCIDENCIA EN LA EFECTIVA ADMINISTRACIÓN PÚBLICA. CASO, GAD PEDERNALES
(2025) BURGOS VELEZ MAYRA LEONELA; LOOR BAZURTO IDER JAVIER
The competitiveness of human capital within organizations has integrated communication strategies promoting a motivating work environment. In such a way that the commitment of the team to the organizational objectives is strengthened. The objective of the study is to analyze the organizational leadership and its impact on the effective public administration of the Pedernales District. The research is based on the theories of leadership and public administration. The methodological approach is mixed since it involves quantitative and qualitative studies. A survey was applied to 133 employees of the District and interviews were conducted with authorities of the institution. The dimensions of the survey were based on the model of the Situational Leadership Questionnaire (SLQ) by Hersey and Blanchard. While the interview considered aspects such as efficiency, effectiveness, and quality of public administration. Through the perception of the interviewees, it was found that there is a need for more solid training programs and an organizational culture that promotes innovation and communication between all hierarchical levels. The quantitative results express a weak perception of the sense of team in the departments with 36.8% neutral and 27.8%, indicating a lack of cohesion, affecting employee productivity and less efficient administration. The Pearson correlation between communication and satisfaction with the work environment was 0.742 (p = 0.000), indicating a high and significant positive relationship. It is concluded that communication, inclusion and recognition strategies maximize administrative effectiveness and ratify the quality of service in response to citizen demands.
Implementación tecnológica y su impacto en la satisfacción del cliente. Caso: Servicio de Rentas Internas (SRI) de la ciudad de Machala
(2025) AYALA PEREIRA MISHELL STHEFANY; NAVARRETE SEGURA EUGENIA RAQUEL
The objective of the study is to analyze the aspects that constitute the implementation of the web page, in order to determine its impact on customer satisfaction in the Internal Revenue Service of the city of Machala. The research was developed with a quantitative approach, using surveys based on the SERVQUAL model, adapted to measure the relationship between technological implementation and customer satisfaction, it was applied to a sample of 382 taxpayers. The findings obtained show that 89% perceive the web page as user friendly, 76% consider it accessible and effective to comply with their tax obligations, saving time and money, which leads 78% of the respondents to consider the service offered by the SRI as excellent. Through a bibliographic review we found that technology is an essential driver for the modernization of the public sector, its proper implementation not only optimizes internal processes, but also strengthens the relationship between the institution and the citizens, demonstrating that it is a fundamental pillar to achieve high standards of satisfaction. Factors such as the user-friendliness of the public platforms, the clarity of the information and the attention received are determining factors in achieving high levels of satisfaction, and the perception of the quality of the service directly influences customer satisfaction. This leads to the conclusion that the appropriate use of technology can become a key factor in customer satisfaction.

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