Calidad de servicio y satisfacción del usuario en el Módulo de Atención al Ciudadano del Congreso de la República – 2016

Content Provider	Semantic Scholar
Author	Reyes, Carbajal Rosa, Cecilia De
Copyright Year	2017
Abstract	The present study addresses the question of the relationship between quality of service and user satisfaction in the “Módulo de Atención al Ciudadano del Congreso de la República 2016” (Module of Attention to Citizens of the Congress of the Republic 2016). The research methodology is basic and correlational, with a quantitative focus; it is not experimental, transactional or transverse. The population of this study was based on the estimated number of users, based on the average of the last three years: 12,111 users The sample was random, and proportional, citing 372 users of the “Módulo de Atención”, in the month of October 2016. The data collection employed a questionnaire of the study variables. To establish the reliability of the questionnaire, an internal consistency test was applied to a pilot sample of 13 users, and a Cronbach's alpha statistic of 0.812 was obtained for the quality of service, and 0.799 for user satisfaction for the “Módulo de Atención”. Then the data was processed, using the SPSS version 22.0
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://repositorio.ucv.edu.pe/bitstream/handle/UCV/8936/Carbajal_RCR.pdf?isAllowed=y&sequence=1
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article