Análisis de la satisfacción y la calidad de servicio en organizaciones públicas al momento de realizar un trámite “Caso pesos y dimensiones del guayas del Ministerio de Transporte y Obras Públicas.

Abstract

The objective of this research was to determine the level of satisfaction of users of Weights and Dimensions of the Ministry of Transport and Public Works of the province of Guayas and also determine what factors motivate carriers from other cities to take the permit in the province of Guayas. For the study we performed the analysis of two research tools, both qualitative and quantitative. Regarding the qualitative information, an in-depth interview was conducted with a collaborator of the Ministry of Transport and Public Works. In terms of quantitative information, 384 surveys were conducted, which were addressed to transporter users who completed the survey. Process of the MTOP Regular Operation Certificate in the Department of Weights and Dimensions of Guayas for renovation, having previously carried out its process in a province other than Guayas, resulting in more than being satisfied with the service provided by The Department of Weights and Dimensions of Guayas, and that the factors by which they prefer the acquisition of the Certificate of Regular Operation in the province of Guayas in front of the other provinces, is by the time of waiting for the acquisition of the same one (Certificate of Operation Regular), in addition to the trained and experienced staff who dispels doubts and solves inconve The Certificate of Regular Operation.