Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021
The present study generates an organizational management model that analyzes the capacities of human capital to achieve an intangible quality of service that frames the functionality and perspectives that clients have to demand their right to receive the best services and satisfaction of their needs...
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| Publicado en: | Revista de Investigación Valor Agregado |
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| Autores principales: | , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
| Publicado: |
Universidad Peruana Unión
2022
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| Materias: | |
| Acceso en línea: | Ver en el sistema de origen |
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| _version_ | 1881695124706033664 |
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| author | Villarreal Florián, Samuel Bejarano Auqui, Jesús Fernando |
| author_browse | Bejarano Auqui, Jesús Fernando Villarreal Florián, Samuel |
| author_facet | Villarreal Florián, Samuel Bejarano Auqui, Jesús Fernando |
| author_sort | Villarreal Florián, Samuel |
| collection | Revistas |
| container_title | Revista de Investigación Valor Agregado |
| description | The present study generates an organizational management model that analyzes the capacities of human capital to achieve an intangible quality of service that frames the functionality and perspectives that clients have to demand their right to receive the best services and satisfaction of their needs. The objective of the research is to propose an organizational management model to improve the practice of service quality after COVID19 in the South Peruvian Adventist Educational Association, The type of study was descriptive and quantitative. The sample was non-probabilistic stratified made up of 235 clients. To measure the quality of the service, the SERQUAL model was used. This allows us to conclude that clients are satisfied with the reliability, sensitivity, security, empathy and tangible elements (average perception of 72%) that the educational institution provides its clients. Finally, the highlighted results will help the management of the organization to consider that the quality of the service is an obligation to provide to its customers on the basis of a new management of the more competitive organization. |
| format | Online |
| id | oai:riva.upeu.edu.pe:article/1883 |
| institution | UPeU |
| issn | 2413-5836 2410-1168 |
| language | Spanish |
| publishDate | 2022 |
| publishDateRange | 2022 |
| publishDateSort | 2022 |
| publisher | Universidad Peruana Unión |
| publisherStr | Universidad Peruana Unión |
| record_format | ojs |
| revista_str_mv | Revista de Investigación Valor Agregado |
| spelling | oai:riva.upeu.edu.pe:article/18832023-12-05T23:28:28Z Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 Modelo de gestión organizacional para mejorar la calidad de servicio tras el COVID-19, en la Asociación Educativa Adventista Peruana del Sur, 2020-2021 Villarreal Florián, Samuel Bejarano Auqui, Jesús Fernando Gestión organizacional, calidad de servicio, cliente interno y cliente externo. Organizational management, quality of service, internal client and external client. The present study generates an organizational management model that analyzes the capacities of human capital to achieve an intangible quality of service that frames the functionality and perspectives that clients have to demand their right to receive the best services and satisfaction of their needs. The objective of the research is to propose an organizational management model to improve the practice of service quality after COVID19 in the South Peruvian Adventist Educational Association, The type of study was descriptive and quantitative. The sample was non-probabilistic stratified made up of 235 clients. To measure the quality of the service, the SERQUAL model was used. This allows us to conclude that clients are satisfied with the reliability, sensitivity, security, empathy and tangible elements (average perception of 72%) that the educational institution provides its clients. Finally, the highlighted results will help the management of the organization to consider that the quality of the service is an obligation to provide to its customers on the basis of a new management of the more competitive organization. El presente estudio genera un modelo de gestión organizacional que analiza las capacidades del capital humano para lograr una calidad de servicio de carácter intangible que enmarca la funcionalidad y perspectivas que tienen los clientes para exigir su derecho de recibir los mejores servicios y satisfacción de sus necesidades. El objetivo de la investigación es proponer un modelo de gestión organizacional para mejorar la práctica de la calidad de servicio tras el COVID-19 en la Asociación Educativa Adventista Peruana del Sur. El tipo de estudio fue descriptivo y cuantitativo. La muestra fue no probabilístico estratificado conformado por 235 clientes. Para medir la calidad del servicio, se empleó el modelo SERQUAL. Esto nos permite concluir que los clientes están satisfechos con la confiabilidad, sensibilidad, seguridad, empatía y elementos tangibles (percepción promedio del 72%) que la institución educativa brinda a sus clientes. Finalmente, los resultados resaltados ayudarán a la dirección de la organización a considerar que la calidad del servicio es una obligación de brindar a sus clientes sobre la base de una nueva gestión de la organización más competitiva. Universidad Peruana Unión 2022-12-16 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html https://riva.upeu.edu.pe/index.php/ri_va/article/view/1883 10.17162/riva.v9i1.1883 Revista de Investigación Valor Agregado; Vol. 9 Núm. 1 (2022): Revista de Investigación Valor agregado; 106 - 123 2413-5836 2410-1168 10.17162/riva.v9i1 spa https://riva.upeu.edu.pe/index.php/ri_va/article/view/1883/2032 https://riva.upeu.edu.pe/index.php/ri_va/article/view/1883/2045 Derechos de autor 2022 Revista de Investigación Valor Agregado |
| spellingShingle | Gestión organizacional, calidad de servicio, cliente interno y cliente externo. Organizational management, quality of service, internal client and external client. Villarreal Florián, Samuel Bejarano Auqui, Jesús Fernando Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title | Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title_alt | Modelo de gestión organizacional para mejorar la calidad de servicio tras el COVID-19, en la Asociación Educativa Adventista Peruana del Sur, 2020-2021 |
| title_full | Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title_fullStr | Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title_full_unstemmed | Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title_short | Organizational management model to improve the quality of service after COVID-19, in the Southern Peruvian Adventist Educational Association, 2020-2021 |
| title_sort | organizational management model to improve the quality of service after covid 19 in the southern peruvian adventist educational association 2020 2021 |
| topic | Gestión organizacional, calidad de servicio, cliente interno y cliente externo. Organizational management, quality of service, internal client and external client. |
| topic_facet | Gestión organizacional, calidad de servicio, cliente interno y cliente externo. Organizational management, quality of service, internal client and external client. |
| url | https://riva.upeu.edu.pe/index.php/ri_va/article/view/1883 |
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