Gestión de calidad para la mejora de procesos en instituciones públicas: caso empresa pública municipal de tránsito de Pasaje-EP

Abstract

This research analyzes service quality at the Municipal Public Passenger Transit Company (EPMT-P), applying the SERVQUAL model as a diagnostic tool. In a context where public management faces challenges of efficiency, transparency, and citizen satisfaction, the importance of implementing quality management systems such as ISO 9001 and ISO 18091 is highlighted. The study, with a quantitative approach and non-experimental design, evaluated the perceptions of 100 users of the vehicle registration service, identifying gaps between expectations and perceptions in five dimensions: reliability, responsiveness, competence, empathy, and tangible elements. The results reveal an overall satisfaction level of 91.42%, with strengths in staff competence and service agility. However, significant gaps are evident in the tangible elements dimension, suggesting deficiencies in infrastructure and signage. These findings are consistent with similar studies conducted in other public institutions in the country, reaffirming the need to strengthen organizational culture, invest in physical improvements, and promote ongoing staff training. Research shows that the application of quality models allows not only to evaluate institutional performance but also to establish citizen-centered continuous improvement strategies. Thus, quality management is consolidated as a strategic pillar for modernizing public administration and restoring citizen trust.