Quality management and user satisfaction of free legal assistance centers Lima

• Autores: LÓPEZ CASTRO, FERNANDO CHRISTIAN, ARENAS ESTELA, SUSANA
• Formato: artículo
• Fecha de Publicación: 2020
• Institución: Universidad San Martin de Porres
• Repositorio: Revista Gobierno y Gestión Pública
• Lenguaje: español
• OAI Identifier: oai:ojs.revistagobiernoydegestionpublica.com:article/177
• Enlace del recurso: https://revistagobiernoygestionpublica.usmp.edu.pe/index.php/RGGP/article/view/177
• Nivel de acceso: acceso abierto
• Materia: JUSTICIA; CALIDAD; SATISFACCIÓN; ASISTENCIA LEGAL; DEFENSA PUBLICA; SERVICIOS; JUSTICE; QUALITY; SATISFACTION

The objective of the study was to establish in what way, the management of the quality of service of the public sector, affect the satisfaction of the users of the free legal assistance centers of the General Directorate of Public Defense and Access to Justice -Lima 2020. It was developed under a mixed approach of non-experimental design, the sample was 298 users who were treated at the Lima free legal assistance center. Finding that, according to 63.8% of users, they have never been able to see that the complaints book is in a visible and accessible place. 46.3% have never noticed improvements in free legal advice services, from their first attention until now. According to users, regarding the time to obtain results in the legal assistance center, those who expressed being among very dissatisfied, dissatisfied, and indifferent, adding up to 61.7%. In the interview, it was found that one of the reasons that negatively influences the performance of defenders, as explained by the administrator, is “excess workload”. The Quality of Services in the Public Sector provided is related to the satisfaction of users in the free legal assistance centers.