Modelo De Atención Al Cliente Para Mejorar La Calidad En Los Servicios Que Ofrece La Municipalidad De Catacamas, En El Año 2022.

Abstract

The modernization of institutions is just one of the results that has currently been given by the phenomenon of globalization, in which the approach to customer satisfaction is considered basic and fundamental. Government structures worldwide do not escape this globalization movement; however, by their nature they are different in terms of the conception of customer satisfaction. This applied work research consists of presenting a model of customer service in the provision of Services based on an organizational culture, correlating it between the collaborators and the users who require the provision of the service. The study was carried out in the municipality of Catacamas, the methodology that was developed in the research was approached through a mixed approach, since more than one method was used to obtain the data through the quantitative and qualitative component with a non-experimental design and a type of cross-sectional research since the data were collected in a single moment, from the qualitative component it was developed with a phenomenological design based on the life experience of the collaborators, to achieve the collection, the implementation of instruments such as the questionnaire was made, which was applied to 381 users, 30 collaborators and 3 bosses, the main findings identified important factors that improved the perception of quality in customer service or user of the municipality of Catacamas as well as affects the organizational culture in the efficient performance of his functions as a public servant, an action plan is proposed that m It will improve the organizational culture from the implementation and the clients or users will be able to enjoy quality in the service received by the Municipality of Catacamas.