Strengthening work skills and quality management of public services

• Autor: Tarazona-Pimentel, Tonny H.
• Formato: artículo
• Fecha de Publicación: 2019
• Institución: Universidad Nacional Hermilio Valdizan
• Repositorio: Revistas - Universidad Nacional Hermilio Valdizán
• Lenguaje: español
• OAI Identifier: oai:revistas.unheval.edu.pe:article/691
• Enlace del recurso: http://revistas.unheval.edu.pe/index.php/gacien/article/view/691
• Nivel de acceso: acceso abierto
• Materia: calidad de servicios; gestión de la capacitación; mejora de la productividad laboral; gestión del cambio; quality of services; training management; improvement of labor productivity; change management

The present investigation had the objective of demonstrating that the strengthening of labor competencies has an effect on the quality management of public services at the headquarters of the Regional and Municipal Government of Huánuco, during 2018. The study was of a quasi-experimental type with design Pre and post test, prospective and longitudinal. The sample was made up of 356 people, among officials and public servants who worked in the Regional Government and Municipality of Huánuco, not selected probabilistically. A previously validated and reliable knowledge and skills questionnaire, was applied with prior informed consent. The descriptive analysis was performed and the Wilcoxon range test was used in the inferential. In the results it was observed that before the intervention, 42.7% (152) of users said they were very dissatisfied and 4.5% (16) satisfied with regard to municipal and regional public services; while the post test showed a significant difference, since it increased to 40.4% (144) who said they were satisfied and decreased to 1.1% (4) dissatisfaction. It is concluded that the strengthening of labor competencies has an effect on the quality management of public services of the Regional and Municipal Government of Huánuco (Z = -16,363 with a p <0.05).