Relación del clima organizacional y la calidad del servicio de una institución pública.

Abstract

The goal of this study is evaluate the relationship between the work environment in a public institution and the service quality provided to the citizens, in order to propose a plan that improves the work environment and the quality of the service provided. That's why it was done a non-experimental field descriptive-correlational investigation, using a quantitative approach and with a study population of 498 public officials and 675 users, it was made a survey to 218 public officials and 246 users. The results obtained indicate that there is a connection between work environment and the service quality. According to Pearson's correlation it showed that "variable (x)" work environment significantly influences in "variable (y)" service quality. Acquiring significant information that was used in the making of an improvement plan that includes trainings, staff motivations, a communication plan which promote internal communication, a collection plan that helps to solve the basic needs for daily work and especially reach job security for the public officials.