SERVICIO DE PLATAFORMA INFORMÁTICA PARA LA GESTIÓN DE SERVICIOS ELECTRÓNICOS DEL REGISTRO DE LA PROPIEDAD DE SAMBORONDÓN.

Abstract

Efficiency in public administration is the starting point for institutions such as the Property Registry to want to implement online services that improve their institutional reputation, as well as increase the quality of customer service. In this sense, the present study seeks to propose the design of a computer platform service for the management of electronic services of the Property Registry of the canton of Samborondón. For this, a quantitative, descriptive, non-experimental, and cross-sectional approach was followed. The unit of analysis was the Property Registry, and the population to be studied were the users of the procedures managed by the institution. The sample size was 212 users. While the research variables were the perception of users and the services offered by the institution, which were measured through a survey questionnaire that followed the SERVQUAL service quality evaluation model. The results revealed that the quality of service provided by this institution has opportunities for improvement in terms of its reliability, responsiveness, and tangible elements. For this, the design of the online services platform is proposed, considering the needs of users. It is concluded that the solution is viable and contributes to the advancement of e-government in public services in Ecuador.