El presente trabajo tiene como objetivo general determinar la influencia de la calidad de servicio en la satisfacción del cliente de las Cajas Municipales de Ahorro y Crédito – región Tacna, 2021; donde el tipo de investigación es puro o básico, el alcance es explicativo, de diseño no experimental, la información se recabó por corte transversal, la muestra es de 382 clientes, la técnica es la encuesta y el instrumento es el cuestionario, el enfoque es cuantitativo. Se encontró que el 70,2% de los clientes perciben de nivel regular la calidad de servicio en las CMAC´s, siendo la dimensión más la “Tangibilidad” y la focalizada a mejorar la “Capacidad de respuesta”; y el 75,7% considera de nivel regular su satisfacción por el servicio recibido, siendo la dimensión más destacada la “Calidad percibida” y el focalizado a mejorar las “Quejas del cliente”. Se co...

The main objective of this research was to design a methodology for the social control of projects to improve the supervision of public works in the entities of the Peruvian state. This research was of an applied type, it also had an explanatory level design, since it generated and evaluated the adequate implementation of the process flow chart proposed in the proposed methodology, it also had a non-experimental research design. Regarding the population, it was made up of public entities of the Peruvian state with the capacity to carry out public works, also in the present case the sample was made up at random, by a public entity that executes works in the Tacna region. As results of the research, the procedures and formats were designed based on the process flow chart that contemplates the methodology of social control of projects, which after its application, demonstrated to improve th...

The main objective of this research was to design a methodology for the social control of projects to improve the supervision of public works in the entities of the Peruvian state. This research was of an applied type, it also had an explanatory level design, since it generated and evaluated the adequate implementation of the process flow chart proposed in the proposed methodology, it also had a non-experimental research design. Regarding the population, it was made up of public entities of the Peruvian state with the capacity to carry out public works, also in the present case the sample was made up at random, by a public entity that executes works in the Tacna region. As results of the research, the procedures and formats were designed based on the process flow chart that contemplates the methodology of social control of projects, which after its application, demonstrated to improve th...

The main objective of the investigation has been to determine the degree of relationship between the quality of service and the corporate image perceived by the clients of an individual public transport company in Tacna during COVID-19, regarding the methodological aspects, it is necessary to indicate that it had a type of investigation basic, with a correlational level, quantitative approach and a non-experimental cross-sectional design, it also used the survey technique and the instrument was the questionnaire. Similarly, the population consisted of 321,351 citizens living in the province of Tacna, with a sample of 382 people and a random survey application. As a result, a Spearman's Rho value of 0.243 was obtained with a value of 0.000, which shows that there is a low positive correlation between the research variables. It was concluded by determining that the quality of service is po...

El objetivo central del estudio fue determinar la relación existente de calidad de servicio y satisfacción de la atención en un módulo especializado de violencia familiar de Cusco, asimismo, es de precisar que contó con un tipo de investigación básico, con diseño no experimental y de nivel correlacional. La población fue de 484 usuarios, de los cuales se consideró una muestra de 215 participantes, sobre la cual se aplicó un muestreo probabilístico de tipo aleatorio simple, teniendo a la encuesta como técnica de recolección de datos, y como instrumentos a un cuestionario para la calidad de servicio y otro para la satisfacción de la atención, validados y sometidos a la prueba de confiabilidad. Los resultados evidencian que el 84.7% de encuestados percibe que existe un adecuado servicio de calidad que brinda el módulo, así mismo el 84.7% se sintió complacido con la atenci...

The central objective of the study was to determine the existing relationship of quality of service and satisfaction of care in a specialized module of family violence in Cusco, likewise, it is necessary to specify that it had a basic type of research, with a non-experimental design and level correlational. The population was 484 users, of which a sample of 215 participants was considered, on which a simple random probabilistic sampling was applied, having the survey as a data collection technique, and as instruments a questionnaire for the quality of service and another for the satisfaction of care, validated and submitted to the reliability test. The results show that 84.7% of respondents perceive that there is an adequate quality service provided by the module, likewise 84.7% were pleased with the care provided in the module specialized in violence. Finally, it was concluded with the ...

The objective of this research was the evaluation, through social control, of the regulatory compliance of the INFObras system at the Entidad Prestadora de Servicios de Saneamiento Tacna S.A. (EPS Tacna S.A.). The research was of a basic type, with a descriptive - explanatory level design, since it sought to generate knowledge  by evaluating the level of regulatory compliance with the registration of public works in the INFObras system in EPS Tacna S.A. during the period 2013 - 2020, strengthening the control and transparency of public works in order to favor social control by citizens. The population consisted of the 86 public works registered in the INFObras system and the 17 investment projects registered in the budget execution monitoring system of the Ministry of  Economy and Finance (MEF). It was concluded that the application of social contr...

The main objective of the research was to analyze the impact of citizen control on the regulatory compliance of standard transparency portals (PTE) of sanitation companies in southern Peru. Regarding the type of research, this work is framed in the basic type, on the research design, it was descriptive level, since it has the purpose of generating new knowledge by evaluating the impact that is generated in the level of compliance with the norms applicable in the PTEs of the sanitation companies of the regions located in the south of Peru through the application of citizen control, within the legal norms of access to public information and social control, strengthening citizen participation. The population and sample consisted of the 4 sanitation companies located in the southern regions of the Peruvian territory, specifically in the regions of Arequipa, Moquegua, and Tacna. A registry an...