Calidad de la gestión departamental del GADM Santa Rosa y su incidencia en la satisfacción de los servicios a usuarios

Abstract

This research focuses on analyzing the quality of the departmental management of the Autonomous Decentralized Municipal Government GADM of Santa Rosa and its influence on user satisfaction with the public services provided. This study adopts a quantitative approach supported by the structural-functional theory of Talcott Parsons and is based on a hypothetico-deductive epistemological methodology. The central objective of this research is to evaluate the interaction between the departmental management of GADM Santa Rosa and user satisfaction, with a particular focus on the competencies and skills of the professional human resources. It is recognized that trained and competent personnel are essential for providing effective and satisfactory public services. Therefore, a comprehensive analysis is carried out of the professional profiles, previous work experience, and continuous training of the personnel that is part of GADM Santa Rosa. At the same time, the aim is to identify the strategies implemented in the various departments of GADM to improve user service and ensure that management is aligned with the guidelines established in the Plan for Territorial Development and Zoning PDOT. This analysis involves a detailed evaluation of the policies and management practices adopted in critical areas such as education, health, infrastructure, the environment, and other essential public services. This study aims to provide a deeper understanding of how the quality of management and the performance of professional staff impact citizens' perception of public services. In addition, a series of specific improvements and strategies are proposed that could be implemented by GADM Santa Rosa to address the identified challenges. These improvements are designed to significantly enhance user satisfaction and, ultimately, drive more effective and community-centered cantonal development. The methodological approach of this research involves the collection of quantitative data through surveys and statistical analysis to assess user perception of the quality of services provided and departmental management. The goal is to identify potential gaps between user expectations and the reality of management, providing valuable information for decision-making and the implementation of improvement strategies. In summary, this research represents a comprehensive effort to understand and improve the quality of departmental management in GADM Santa Rosa, recognizing its relevance to user satisfaction and sustainable community development. The results and recommendations generated from this study have the potential to have a positive impact on the quality of public services and citizens' perception of municipal management. The ultimate objective is to contribute to the strengthening of municipal administration and the well-being of the Santa Rosa community.