LA ÉTICA EN LA GESTIÓN PÚBLICA Y RELACIÓN CON LA SATISFACCIÓN DE LOS USUARIOS CASO, GOBIERNO AUTÓNOMO DESCENTRALIZADO MUNICIPAL DE DÉLEG

Abstract

The objective of the study is to analyze work ethics within public management to determine its impact on the satisfaction of users of the Municipal GAD of Déleg. The research participates in a quantitative approach with a descriptive scope and a non-experimental design with an inductive method. Two types of surveys were applied. The first was a questionnaire on ethics and quality of service to 15 officials from the administrative area of the Municipality of this canton. The variables that were considered for the evaluation are: problem solving, assertive communication, honesty, punctuality in work hours and work environment. Likewise, a survey on user satisfaction was applied to 71 citizens. The dimensions considered were fair, cordial and equitable treatment; reliability of officials, clear communication, security, support and responsibility. The result was that 88.70% of users consider the staff to be ethical and manage a commitment to citizens. On the other hand, surveys of officials revealed that assertive communication is key to offering quality service to users, obtaining an average rating of 38.46/40. This allows us to conclude that there is a positive relationship between the ethical variables within public management and user satisfaction, which suggests that service quality is framed by an organizational culture in the face of social responsibility and equitable treatment of a citizen who still trusts the State as a driving force to meet citizen demands.